atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems AA / CCR trouble

Hello All,
I might be missing something silly, but here's my issue. (CP150 Norstar 7.1xc)

User has a main number which answers general calls during the day. They also have several 'pods' within the business with direct numbers to answer specific calls. So, for example if I just want info on the business, I call the main number, but if I'm already a patient, I can call directly to the neurology pod for more specific service. This part works great.
At night, they have a manual night service button which sends all lines (except the doctor's private lines, which have voicemail) to the auto attendant to be dispatrched appropriately via Table 1. This also works perfectly.
They had such a high call volume in the Neurology pod that they wanted a separate table/tree set up so calls would be answered by the AA with the neuro-specific CCR during the day, but with the main tree at night or when the night service button was pressed. This works fine except for the whole thing with being answered by the main tree at night. I built table 3 specifically for this pod, and during business hourse I have it set to use greeting 4 (the neuro greeting) with tree 8 (the neuro tree). The problem is that if I set 'non-business' to use greeting 1 and tree 1 (which are the nighttime greeting/tree) then it uses this tree all the time. If I set non business to 4/8 like the day time routing, then it never makes it to the front desk.

So, what silly little thing (I hope) am I missing?

Thanks again!
Mike

Further info:

I did verify that the line for the neuro pod (307)is set to be answered by table 3, and that the times listed in table 3 are all correctly entered as AM or PM, and that the control set for both line 307 and set 2250 (the neuro pod main phone) are set to the main reception phone which controls night service.

Technically, it doesn't even matter if they can use the night service for this pod; I'd settle for generic TOD routing! :shrug:

Do all the departments go to night at the same time? If they are different, (nero goes at 5 and main desk goes at 6), that could cause a problem.

they all go at the same time using the manual night routing service. the table 3 times are also set to the same as the table 1 times.

Line 307??? Are you using PRI? What is the prime set to on this line?

Sorry, yes, PRI with prime set to 2100, which is the main reception phone.

I think I may have tracked down part of the problem, but not sure how to fix it:

the operator status was set to business closed, and I guess table 1 was built accordingly. Since table 3 is set to use the night greeting and tree (greeting 1 tree 1) for non business, I'm guessing that's why it's always going to the night greeting. However, I switched it around a bit and set the evening greeting/tree to 1/1, but it won't recognize my TOD routing on either table now and always gives the business open greeting and tree (2/2). From where does the CP150 draw its time? I've been testing by changing the Norstar system time to simulate a nighttime call in...

First of all. By setting business closed in F982 you override all TOD setings and force the system closed. You'll notice there is no question about which table to close in F982. Basicly you are turning off the AA and force all lines to table 1.

Moral of the story don't use business open/close setting in F982. Allow the TOD settings to do it's thing and only use F982 for unexpected closings. In multi-table applications don't ever use F982.

Second, The CP has it's own clock but it is set using the Norstar clock. Changes to the Norstar clock are not immediately reflected in the clock of CP, hence your trees not responding as expected. The CP poles the Norstar clock periodically during the day to keep the clocks synced, and on bootup. If you want your time change to take effect immediately you have to reboot the CP.

Something else you can do in PRI setup and often overlooked is use message line setting in a mailbox. Specified target line can be pointed directly to a mailbox.

Great! I'll give this a shot. I didn't do the original setup, so part of the problem is figuring out what exactly this guy did

PS Just for reference, I'm using the VM manager program rather than feature codes as I'm doing most of it remotely. Thanks!

That was the problem. Thank you for once again pulling my butt outta the fire