NORSTAR voicemail Question

docred · Feb 25, 2019

Hi all, I was hoping for some advice on a specific way that our company wants to handle 'outside of business hours' calls. We currently have a live receptionist on duty for the duration of the workday. At 5pm, they switch the 'ringing services (night mode)' on so that calls are redirected. In the morning, they turn the ringing services off.

At this point, we would like a company greeting to play and the AA to give the option to leave a message in a specific mailbox if you know the extension. Thats all they want it doing right now, no varying messages, just a standard company greeting and AA prompt outside of business hours. Can this be achieved by using the ringing services?

Here are the details of the system we have :

Voicemail unit : Nortel NAM II/Nortel Voicemail 4.04
Phone system : MICS ICS 5

What is currently happening is that during off hours when ringing services is on, the system goes directly to the general delivery mailbox.

We have greetings recorded and assigned to tables, but I can't find any information as to how the ringing services option handles this when active. Am I going to need to create a custom CCR in order to have it follow what we want? Could we use the business/non-business hours option under F882?

I feel I know my way around the voicemail options to a certain point, but I can't seem to find any info on under what conditions the greeting tables are made active etc.

Thanks very much for any thoughts anyone might have.

curlycord · Feb 26, 2019

Under Table you will see "Schedules", this will tell the system when to play the greetings.

"Service Modes" (Night Service) is a feature of the KSU (Config programming), it tells what DN (or DN's) to answer when F871 is invoked (or it's own schedule), it has nothing to do with greetings or it's own schedule.
So if the DN of the NAM is told to answer then callers will get the Auto Attendant right away rather than later based on AA/Lines setting of the NAM.

Service Modes say's play Auto Attendant right away
Table/Schedules says play the appropriate greeting based on time of day.

So if reception goes for a lunch break and invokes F871 then callers will still hear the daytime greeting.
If reception invokes F871 at 5pm then your scheduled closed greeting in the NAM would play given it's told to start at 5pm.

CCR is for single options like 1, 2, 3 etc where you direct them to go to information, specific DN's or others.

"What is currently happening is that during off hours when ringing services is on, the system goes directly to the general delivery mailbox."
This would not be the norm or recommended and trickery may have been programmed, I myself would have trained reception to use the F4 to NAM's DN if it was a must.
Note that having callers going straight to General Mailbox you are denying callers wanting to reach somebody on site (maybe in an emergency) or the ability to leave specific people a message which in some cases might be personal.

"Could we use the business/non-business hours option under F982?"
This is handy if you need to force the business closed on a snow day as example.
Be default it play's Greeting # 4 "We are closed due to snow storm"
It has the ability to deny 0 to reception as well.
This is also handy for those whose business hours are out of wack.
Feature 982, password, select business closed...might not be something reception wants to do daily.

You might want to record as:
Grt 1 - Thank you for calling ABC
Grt 2 - Thank you for calling ABC, we are now closed
Grt 4 - Thank you for calling ABC, we are closed due to snow storm
Then the AA menu Prompt will play - "If you know your parties ext blah blah blah.

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http://www.curlycord.com

Toronto, Canada

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NORSTAR voicemail Question

docred

Systems Engineer

curlycord

Programmer

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