TVM50 config problem, £100 cash paid for help - PBX Info :: Your Free PBX, PABX and Telephone Information Resource

ukdvdr · 11-26-2006, 06:10 PM

If anyone can assist with configuration of our TVM50BX, I would be
most grateful and am happy to pay for this help.

I will list below our current setup and required aim, am hoping it will
be simple as we have only purchased this expensive add-on to prevent
our callers from being disconnected after 4 minutes (which is driving
them mad)

We currently use
1 x panasonic tes824 unit (configured 3 x

1 x panasonic OGM card
1 x custom Music on hold media player complete with barrier box

The system was setup to use DISA (so any operator can pick up the call)
Callers hear the following initial options
Please press 1 for Sales, 2 for support, 3 for returns.
If they press 1, they then hear our long studio recorded message whilst
on hold (explaining products we sell etc), however they are
disconnected after 4 minutes and often have to try 4 or 5 times to get
through.
If they press 2 or 3 they are told they must send an email into either
returns dept or support dept (they are then disconnected)

Our main goal from adding the TVM50 unit is to prevent the 4 minute
disconnect, and simply keep the customer listening to the onhold
message until the telephone is picked up.
We do not use any voicemail or answerphone whatsoever, after hours they simply receive an after hours message.

After spending many hours learning about the tvm50 cofiguration, I have tried everything and am admitting defeat. I designed custom service menus with the above options, I set the options to transfer to another extension on either NO ANSWER or BUSY I achieved the goal of holding onto callers for longer (it now hold them for limitless time), but hit a new problem.... If the caller disconnects, the tes824 recognises they have disconnected, however the vps does not seem to get te disconnect message. If it is in a custom menu it just carries on looping (line status on the tvm50 console still shows 'incoming call') and does not free up the system until the relevant extension is picked up then replaced.

If somone can advise me how to solve this I will pay £100 for this help (can pay paypal or cheque or even cash sent special delivery).

As a last resort, I can send both the 824 and tvm50 unit to anyone that wishes to configure themselves (and then collect using courier). However, I would prefer in the first instance to solve this via email as I reall need to fix this ASAP due to the fact that our telephones are very busy. Alternative if anyone is close to Edinburgh, they could visit and configure on site for a quick £100

Am sure there must be somebody here who has has similar config problem or has the knowledge to workaround it.

Please either respond here or email terry@ukdvdr.co.uk

Many thanks in advance

Terry

life · 11-27-2006, 04:52 AM

Hi Teery
Can u tell me what prog. u had done in disa prog. we can solve the problem without tvp50. let me know ur prog. for disa an d tvp50

ukdvdr · 11-27-2006, 05:24 AM

Hi

Am not sure exactly what you mean, if it is the actual settings of the 824 you require, I can either take screenshots of any required pages, or email you the actual system backup file (if you pm me an email address to send it to), if you had an 824 there to test it on.

Another alternative, I can setup a remote desktop connection to a pc with both units connected to it and their maintenance consoles open, I can then email you the remote desktop file so you could login to the pc in 2 seconds and make any changes to either of the config settings.

Whichever you prefer of the above, please let me know.

rivet · 11-27-2006, 01:14 PM

sorry to tell you this but the problem isnt with the voicemail system or the disa card your problem is the phone system.....or more so the type of ring group you have setup
if you want a caller to enter onto your system and recieve a message you needed either a v/mail or DISA card installed (which you Had )in the Disa Card ....this card only answers and direct the call as does v/mail.
if the call isnt answered it will play the next message and so on ....full stop...
in your case you want it to play an external message sorce ...yes ...proberly on a cd player and stay there until the call is answered...and as you have found the timer cuts out after 4 mins max thus killing the call.
so to put it in a nut shell the problem is with the phone system !! or namely the ring group ....to have it the way you want the ring type must be changed to A.C.D (Automatic Call Distrabution) so when a caller rings in they hear the message press 1 for sales the call is then sent to the ring group if not answered or busy it will be placed on hold thus getting the external music sorce(your cd player.it will try every 2 mins to get through to the group if it can not it goes back to hold and i think the default hold time is 30mins.
also remember to have a message on the disc to say sorry for the delay in answering every so often.

peter doyle

ukdvdr · 11-27-2006, 01:48 PM

Thanks for the reply, that's pretty bad news for me then

, by phone system do you mean the pbx (panasonic 824)?? that is the unit which our 3 external lines (bt featureline) are fed into and also the external music on hold music is fed into.

Before buying the tvm50, I emailed many companies regarding the problem, about 10 of the replied stating that the tvm50 was the best solution. We would happily use the 2 units combined if only we could set them up so the tvm50 stops looping should the caller hangup.

Am still open to any possible suggestions, I don't really want to buy any more hardware after just buying the tvm50, my £100 reward for anyone that can cure this still stands.

Terry

rivet · 11-27-2006, 02:21 PM

no need for money were in this for the sport

its not to bad news though its just that you already had the equipment but since you have the voicemail you may as well keep it.
you will however need to get a tech into your site to set the ACD group it should take about 1-2 hours to setup the way you want
i dont know how much they charge over in the uk but they charge 120 Euro here in ireland per hour or about 65 pound
it not somthing you could do yourself as the system ringing would have to goand be completly resetup as well as the custom message for the voicemail would take 2-3 hours

peter

ukdvdr · 11-27-2006, 03:32 PM

Do you mean to setup the 824 to be what they describe in the Panasonic manual as uniform call distribution (UCD), or to get my actual telephone lines rconfigured??

If it means reconfiguring the 824 unit, it is strange as none of the companies I emailed said this was an option, they all said the 824 was limited to 4 mins max on hold and advised me to buy the tvm50 unit

rivet · 11-27-2006, 08:16 PM

yes reconfiger to (Acd )automatic call distribution not (ucd )uniform call distribution.

ukdvdr · 11-27-2006, 08:54 PM

Cannot see ACD as feature anywhere in the Panasonic tes824.

Does this mean i'm screwed and have to start over looking for another system, or is there another workaround?

Terry

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