Receptionist overflow - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

FONEMAN · 12-02-2003, 07:52 PM

Please forgive my ingorance but I'm still a newbie . I have a receptionist that is using a 2250 console on a Option 81C with MM . Serveral times throughout the day she is flooded with more calls than she can answer in a timely manner . How can I setup a overflow based on a timer that will route these excess calls to the Auto ATT ? I have both a day and night Auto Att setup in MM - night has a closed message before allowing callers to dial by DN or name . I changed the AAA timer ( ATIM ) in LD 15 to 16 seconds and configured a AADN to the day time Auto ATT DN - 4677 . 4677 is a ACDN that is NCFW to MM , this in turn plays the day time menu options . During a test call to the main number I received the day time Auto ATT just as I hoped ( I had told the receptionist not to answer my inbound call ) . When I checked the console display I noticed it was in the Night mode and all calls were being answered by the Auto Att . Normal call answering resumed when the console was manually returned to the day ( IDLE ) mode .
Finally the $64,000 question - What did I do wrong ? Why did the console switch to night mode ? Can this be programmed to have the day time auto att answer the calls that she can't answer without the console switching to NIGHT ?
I know the ultimate answer is have the auto att answer all calls unless the caller needs to zero out to the receptionist but Management wants the callers to receive that warm , fuzzy , personal attention that the auto attendant can't provide .
Thanks in advance for any help that can be offered .

***John_In_Dakota*** · 12-02-2003, 09:26 PM

Did the receptionist take the hand-set out of the 2250 when you were making test calls? This will cause the 2250 to goto night mode.

Could you post the TN for the 2250?

John

FONEMAN · 12-03-2003, 12:33 PM

No , she still had the handset plugged in . The console is switching to nights when the first call is processed by the A/A . You have to manually reset it to daytime . This is the TNB for the 2250 and the timer config . This is probably something really simple but so far I can't figure it out .
TN 028 0 06 00
TYPE 2250
CDEN 8D
CTYP XDLC
CUST 0
SGRP 0
SETN 028 0 06 01
ANUM 01
IADN
ALPD NO
SSU 0000
ICDR ICDA
ABAN ABDD
CPND CNDA
AADN 4677 - THIS IS THE DAYTIME A/A
DNDI DNDA
DAPC DAPA
LANG 00
KEY 00 BVR
KEY 01 BIN
KEY 02 SSC 0000
KEY 03 EES
KEY 04 MTM
KEY 05 PRK
KEY 06 DPS
KEY 07 DPD
KEY 08 DCW
KEY 09 PAG 70
KEY 10
KEY 11
KEY 12
KEY 13
KEY 14 MDT
KEY 15
KEY 16
KEY 17
KEY 18
KEY 19
DATE 2 DEC 2003

REQ: PRT
TYPE: ATT
TYPE ATT_DATA
CUST 0

TYPE ATT_DATA
CUST 00
OPT AHD BIND BIXA BLA
DNX IC1 ITG IDP XLF XBL
FKA MWUD LOA
REA SYA ATDA
ATDN 0
NCOS 6
CWUP YES
CWCL 513 10
CWTM 2 10
CWBZ YES YES
MATT NO
RTIM 24 30 30
ATIM 8 - THIS IS THE TIMER IN 2 SECOND INCREMENTS - hopefully equal to 16 seconds
SPVC 00
SBLF NO
RTSA RSAD
SACP SNGL
ABDN NO
IRFR NO
XRFR NO
IDBZ NO
PBUZ 02 10
ICI 00 R000
ICI 01 LD0
ICI 02 R002
ICI 03 R003
ICI 04
ICI 05 R016
ICI 06 DL0
ICI 07 INT
ICI 08 RLL
ICI 09 CFN CFB
RICI
Thanks

**Chas2002** · 12-03-2003, 02:22 PM

FONEMAN -
I looked for any reason why the console would switch to Night Mode and couldn't find anything.....

The only thing similar is a "if an Idle Loop is presented with a call, and the console is the last operating console, and he/she presses the busy console key or unplugs the headset - the console will then go into nightmode."

Just some thoughts....

I always thought the ATIM and AAA setting were for calls presented to an Idle Loop key (multiple consoles), if that's correct why would he/she want to listen to an 8 second buzz (I might be wrong on this)...

It sounds like you should look at AOP

Quote:

Attendant Overflow Position (AOP) allows certain types of calls to be
automatically rerouted to a specified idle Directory Number (AOP DN) when
calls waiting to be answered have exceeded a defined threshold, or an
attendant is in the Position Busy state, but the system is not in Night Service.
When a call that can be rerouted has been waiting longer than the
customer-defined Attendant Queue Timing Threshold (0-255 seconds), it is
rerouted to the AOP DN. Calls that can be rerouted to the AOP DN are trunk
calls, internal calls and Call Forward Busy, or Call Forward No Answer calls
directed to the attendant.
Attendant calls that cannot be rerouted are transfer calls, intercept calls,
parked call recalls, automatic or manual recalls, and attendant interposition
calls. These calls will not be answered until an attendant becomes available.
When the last Attendant Console is put into Position Busy or disabled, the
system does not go into Night Service if an AOP DN is available. In this case,
calls that can be rerouted will be forwarded to the AOP DN. Ineligible calls
remain unanswered until the system is put in Night Service or one of the
consoles deactivates Position Busy.

Take a look at NTP 553-3001-305

Good Luck

FONEMAN · 12-03-2003, 06:18 PM

Chas202
Thanks for the suggestion . I'll give this a try .
Thanks,
Foneman

FONEMAN · 12-03-2003, 06:32 PM

Just my luck , we don't have AOP package 56 as per the manual . I guess we are SOL unless someone else has a suggestion .

Thanks ,
Foneman

**Chas2002** · 12-04-2003, 07:07 AM

FONEMAN - Let me break open the NTP's and see if there is a way to do this.....

If I understand correctly, you want to:

(1) M2250 console - when call has been in queue for 8 seconds or more - then route call to the Alternate Application (MM) Day Time Menu....

There has to be a way to accomplish this - I'll research and post back...

Chas2002

**Chas2002** · 12-04-2003, 08:04 AM

FONEMAN - I cracked the books and everything to do with a Queue Overflow needs the AOP package....

The AQTT is what would work great, but to use the AODN - you need the AOP pkg.

I guess you will need to get that package or remove the console and install an ACD set (if you can get away with it)...

I'm at a lost on how to get around this - maybe someone else can offer some pointers....

Good Luck
Chas2002

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