Live Attendant / Holiday

[srich...@gmail.com]

Good morning,

We have a live attendant during business hours.  Previously, I used a pretty kludgy setup to get this to work, where the working hours auto-attendant had a 1 second timeout that transferred on failure to the live operator. 

The other day, I simplified this by using the live attendant feature that showed up in SIPX in the last year or two.  It seems to work fine, and cuts out a second or two before the caller gets the operator.  The "Holiday" attendant schedule, though, seems to be ignored now, as the phone was transferred to the live attendant during the holiday yesterday.

Is there a way to make this work, or should I just tell the operator to use DND on holidays?

Thank You,

Scott Richesson
Cincinnati Fan

[George Niculae]

Can you post a screenshot of your AA setup?

George

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[srich...@gmail.com]

OK.  It is attached.

Scott.

[Todd Hodgen]

Seems odd that you have after hours as your default attendant, and also have it as your holiday attendant.   Wouldn’t you have some holiday attendant that announces you operating differently due to the holiday?  Have you tried it with a different attendant assigned for the Holiday?

 

Todd R. Hodgen

President / Founder

Sound IP Telecom

http://SIPTelecom.systems

206-432-4344 - Direct

206-390-4689 - Cell

 

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From: sipxco...@googlegroups.com [mailto:sipxco...@googlegroups.com] On Behalf Of srich...@gmail.com
Sent: Tuesday, May 26, 2015 3:45 PM
To: sipxco...@googlegroups.com
Cc: srich...@gmail.com
Subject: Re: [sipxcom-users] Live Attendant / Holiday

 

OK.  It is attached.

Scott.

On Tuesday, May 26, 2015 at 4:34:41 PM UTC-4, George Niculae wrote:

Can you post a screenshot of your AA setup?

 

George

On Tue, May 26, 2015 at 3:02 PM, <srich...@gmail.com> wrote:

Good morning,

We have a live attendant during business hours.  Previously, I used a pretty kludgy setup to get this to work, where the working hours auto-attendant had a 1 second timeout that transferred on failure to the live operator. 

The other day, I simplified this by using the live attendant feature that showed up in SIPX in the last year or two.  It seems to work fine, and cuts out a second or two before the caller gets the operator.  The "Holiday" attendant schedule, though, seems to be ignored now, as the phone was transferred to the live attendant during the holiday yesterday.

Is there a way to make this work, or should I just tell the operator to use DND on holidays?

Thank You,

Scott Richesson
Cincinnati Fan

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[Scott Richesson]

I suppose I could try that.  The main idea, though, is that it does not ring, but goes straight to the auto attendant. 

We never recorded a separate announcement for a holiday, as we are only closed on the obvious ones. We're not a bank or Procter and Gamble!

Scott

[Michael Picher]

Why don't you have a working time attendant?  What happens if x100 doesn't answer?

Also you might want to disable follow user call forwarding.

Btw, x 100 is the default AA ext... So I assume you changed that and created a user.

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[srich...@gmail.com]

Yes, x100 is a user.  If they don't answer, the user call forwarding goes to a different line that rings on a couple of phones, and if there is no answer there, it goes via user call forwarding to voicemail for x100.  This part all works great, which is why I don't have a working time attendant.

Perhaps the Holiday attendant is never engaged if there is no working attendant?  If I get some time, I can try to redo this with a working attendant instead of call forwarding.

Thanks,

Scott

[Todd Hodgen]

I think it is working per the configuration.  Configuration said on the holiday to call the auto attendant – which it did.  It completely bypassed your routing at extension 100 due to the holiday scheduling.  That is my theory.   I think if you put a different AA in there, it will go to that AA on the holiday schedule.  

 

 

Todd R. Hodgen

President / Founder

Sound IP Telecom

http://SIPTelecom.systems

206-432-4344 - Direct

206-390-4689 - Cell

 

Your Puget Sound Telcom Partner

 

Do you Like Snow, Rain, Sleet, Hail, Thunder, Lightning?

If you do, then you will love the Cloud!

 

We appreciate your business referrals!

A Division of Misiu Systems LLC

 

From: sipxco...@googlegroups.com [mailto:sipxco...@googlegroups.com] On Behalf Of srich...@gmail.com
Sent: Tuesday, May 26, 2015 5:40 PM
To: sipxco...@googlegroups.com
Cc: srich...@gmail.com; Todd Hodgen
Subject: Re: [sipxcom-users] Live Attendant / Holiday

 

Yes, x100 is a user.  If they don't answer, the user call forwarding goes to a different line that rings on a couple of phones, and if there is no answer there, it goes via user call forwarding to voicemail for x100.  This part all works great, which is why I don't have a working time attendant.

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[Michael Picher]

That's what I was wondering.

Also try it without user call forwarding.

Mike

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[srich...@gmail.com]

Todd,

Actually, what you just said is what I want it to do (bypass 100), not what it is doing.  My fault.  I think I confused the issue when I wrote: " The main idea, though, is that it does not ring, but goes straight to the auto attendant."  I should have said, " What I want is that it does not ring x100, but goes straight to the auto attendant."

Sorry about that.

Scott.

[Todd Hodgen]

I think you may have found an issue in the logic of that screen.   If you have the Live attendant selected, it seems to bypass the holiday schedule completely.  I replicated it on my own system.   With Live answer selected – it doesn’t use the Holiday greeting.  Once you remove it from Live Answer – it works fine.

 

So I guess the question is this – should holiday greeting schedule work all the time, or only when Live answer is not selected.   Probably a good discussion here prior to writing up a JIRA on the subject.

 

Todd R. Hodgen

President / Founder

Sound IP Telecom

http://SIPTelecom.systems

206-432-4344 - Direct

206-390-4689 - Cell

 

Your Puget Sound Telcom Partner

 

Do you Like Snow, Rain, Sleet, Hail, Thunder, Lightning?

If you do, then you will love the Cloud!

 

We appreciate your business referrals!

A Division of Misiu Systems LLC

 

From: sipxco...@googlegroups.com [mailto:sipxco...@googlegroups.com] On Behalf Of srich...@gmail.com
Sent: Tuesday, May 26, 2015 5:49 PM
To: sipxco...@googlegroups.com
Cc: srich...@gmail.com
Subject: Re: [sipxcom-users] Live Attendant / Holiday

 

Todd,

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[Michael Picher]

Hmm, yes, IMHO if live attendant is selected it should still bypass the live attendant on a holiday.  It's a holiday, they shouldn't be there and you shouldn't waste time ringing the live attendant.

There's a bit of a workaround in that we created a night mode that works for each AA.  If you go to Features -> Auto Attendants -> Settings you'll find the 'Live Auto Attendant' settings.

In here you can assign an external DID (optional) that you can call into (an AA back door).  To enable (*67xxxyyy) or disable (*68xxxyyy) Live Auto Attendant for any menu.  Where:

xxx = Extension assigned to the AA you want to address

yyy = The PIN assigned to the AA you want to address 

There's also an Expiration Time to automatically re-enable the AA after the time period in case the user forgets to re-enable the AA after hours (if blank, the AA will automatically be re-enabled at the next schedule change.

On enabling Live Attendant in an AA Dial Plan entry, you'll find the 'Enable/Disable PIN' setting.

So you could assign these codes to buttons on phones and sites can manually control the night mode for each attendant.

Thanks,

  Mike

[srich...@gmail.com]

OK.  Thanks everybody.  Should I write this up as a Jira issue, "Holiday Attendant Should Bypass Live Operator on Scheduled Days"?

Scott.

[Michael Picher]

Yes please.  Thanks Scott.

Michael Picher, VP of Product Innovation
eZuce, Inc.

300 Brickstone Square

Suite 104

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On Wed, May 27, 2015 at 10:06 AM, <srich...@gmail.com> wrote:

OK.  Thanks everybody.  Should I write this up as a Jira issue, "Holiday Attendant Should Bypass Live Operator on Scheduled Days"?

Scott.

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[jeffrey....@gmail.com]

Did this ever get written up as a Jira issue?  I'm having similar issues as well.  I'm slightly different with my config:

Attendant Dial Plan x1924 -> Open Hours -> Live Attendant Call Queue x8710

                                          -> After Hours -> Holiday Attendant

I'm not able to choose the call queue since this is an attendant dial plan.  The dial plan will call through on holidays since I'm using a live attendant

[Todd Hodgen]

Have you tried directing to a phantom extension that then forwards per schedule to AA, queue, etc.

sent by my two left twiddling thumbs...

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From: sipxco...@googlegroups.com <sipxco...@googlegroups.com> on behalf of jeffrey....@gmail.com <jeffrey....@gmail.com>
Sent: Wednesday, September 6, 2017 1:53:40 PM
To: sipxcom-users

Cc: srich...@gmail.com
Subject: Re: [sipxcom-users] Live Attendant / Holiday

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