Night Service help

[swans10]

I have a call vector for our IT group, in it if no one is logged on or no one picks up, it will go to our only voicemail box for of 6079 (step 34).

What I would like to add is a nighttime/weekend/holiday mailbox, in here somewhere is where I think I need to add it but I am not sure. Or am I in the completely wrong place and I need to be looking at something else.


Go easy im a noob at this.


Number: 2 Name: IT
Multimedia? n Attendant Vectoring? n Meet-me Conf? n Lock? n
Basic? y EAS? y G3V4 Enhanced? y ANI/II-Digits? y ASAI Routing? y
Prompting? y LAI? y G3V4 Adv Route? y CINFO? y BSR? y Holidays? y
Variables? y 3.0 Enhanced? y
01 wait-time 1 secs hearing silence
02 goto step 20 if staffed-agents in skill 31 < 1
03 queue-to skill 31 pri m
04 wait-time 15 secs hearing music
05 announcement 6004
06 wait-time 15 secs hearing music
07 announcement 6004
08 wait-time 15 secs hearing music
09 collect 1 digits after announcement 6005 for none
10 goto step 3 if digits = 1
11 goto step 20 if digits = 2
12 wait-time 15 secs hearing silence
13 goto step 9 if unconditionally
14 stop
15
16
17
18
19
20 messaging skill 99 for extension 6079
21 stop
22
23
24
25
26
27
28
29
30
31
32
33 goto step 34 if digits = 2
34 messaging skill 99 for extension 6079
35 stop
36
37
38
39
40
41
42
43
44
45
46
47
48
49
50
51
52

[swans10]

I forgot to add, that the mailbox we currenyl have setup we are manually setting it to use the second greeting for nighttime/weekend/holiday. Is there possibly a way to do this in the avaya aura CM? and set it to switch to this second greeting at a pre defined time?

[mkedwards]

I'm not sure if this will help....

You can add a time-of-day step for nights and weekends right after the 'wait-time 1 secs hearing silence' step.

--> Go to step xx if time-of-day is fri 17:00 to mon 08:00
--> Go to step xx if time-of-day is all 17:00 to all 08:00


For the holiday, you can use a holiday table.

--> Go to step xx if holiday in table x

Step xx can route to the voicemail box you want to answer for these hours.


I could be wrong, but step 10 will re-queue the caller and may put them at the back of queue. If you change step 10 to point to step 4, the caller will keep their place in the queue and will stay in that loop until an agent becomes available.

Anyone, correct me if I'm wrong on this.