AA Greeting Does Not Play When Called

[garrison1]

Hello,

I have an After Hours greeting that is not being played when callers call into the office after business hours. It is simply dead silence. I have setup the Time Profile for 4:31pm EST to 7:59pm EST > the After Hours time profile selected in Incoming Call Route > destination is AA:After Hours.

Additionally, I have also tried different time settings > no change.
I have set the Destination during the Business Hours Time Profile to AA:After Hours > called into the office > no change.

However, when dialing the After Hours greeting short code internally from my desk, I can hear the After Hours message.

Please help.

Thank you,
David Garrison

[markgallagher]

Don't shoot me for asking the obvious, but have you also selected the same time profile against the greeting in the Auto Attendant settings?

What is the short code you are dialing?

[garrison1]

Hey Mark, thank you for the reply. I wish I could upload my images here but Avaya's system is a pain for doing so.

So, the greeting is in the AA:After Hours. I have selected After Hours in Time Profile next to the short code *8102. I can dial it by pressing *8102 from my desk phone.

[markgallagher]

1) But should have confirmed this first. Is it just the greeting not being heard, ie. are key presses matching the actions expected from the auto-attendant?

2) Sorry, my fault for not understanding your setup first time round. *8102 is the morning greeting for the auto-attendant. You don't need the time profile set against it as I asked, since the attendant is only being used when the profile in the ICR sends to call to it. However, try recording a greeting using *8402 which is the prompts that that AA should always play after Morning/Afternoon/Evening regardless of time of day.

3) Create a shortcode like *99/Auto Attendant/"AA:"02 will allow you to make internal calls to the attendant without having to go via the ICR. Useful for testing and isolating where the issue is occuring.

4) Total guess but I would change the auto-attendant name from "After Hours" to "AfterHours" (no space) and adjust the incoming call routes to etc. to match. It won't be the first time I've encountered IP Office allowing you to configure something that doesn't actually work, spaces in names being a common issue.