atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems ACD has delay between main greeting and sub greeting

We are using an Executone ACD as an autoattendent (it is attached to a 228 chasis). In the past, the unit wuld greet a user, then if they chose an option, it would imediately paly the sub-greeting. Now, there is a 20 second delay after pressing the main menu option to the time that the sub menu plays. I think this was caused by the local repair technician, who now can not fix this.

Can anybody guide me on how to fix this? We have deleted all messages and re-recorded them but that did not help, nor did pressing # at the end of each recorded message.

Thanx for your help!

You most likeley have DVA's Digital Voice Announcers, they can have up to 120 seconds of custom recordings, Do You have access to the system programming? You will need to find out the extension number of the DVA(s) to find out which one is not playing.

The ACD unit that we have is an Executone Digital Voice Anouncer, 15870-4. The IRS Level=N. I have full access to the programming.

All of our messages play, it is just that the message for the second option delays for 20 seconds prior to playing (it waits about 24 seconds...). The first greeting is about 32 seconds long. I don't know if it is playing dead space at the end of the first message, or what. The manuals for our system vanished around the same time thatn the current repair person started showing up... go figure...

Has anybody changed the programming on the ACD flowchart menu? It almost sounds as if the first message square is missing and then the ACD is continuing. I would have programmed the on hold message to repeat.

I am guessing that the technician may have changed something. How would I look at this to see?

see if you can copy/paste the acd flow here? if not, look at the flow, and tell us excatly what it shows, depending on software of your cpu, you can hit the help screen type in " list pt rec " without the quotes, it will tell you/us the dva ext numbers.

I will get the information and post.

Question: When the system was first installed, the installer told us when recording greetings on the ACD, to first nuke all greetings, then totally re-record the greetings (new and old). When we record a message for the greeting, I have in my notes to press # at the end to indicate that the message is at the end. The local repair rep told us to press * and a different source told me to press 0. I am wondering if the ACD is not recognizing that the message is over and is playing dead time prior to playing the next greeting... Do you know of a designated key to press when recording to indicate that the message is over?

0 is the correct way to end a recording.

The List PT REC gives me the ext # that we use to program the ACD. On the extension screen (A), it shows to port 77 and is labeled DVX.

On our ACD, we use 4 messages (01,02,03,04)
01 - day main greeting
02 - day - sub greeting from 01 (option #2)
03 - night main greeting
04 - night sub greeting from 03 (option #2)

From the ACD programming screen:
ACD GRP 01 Name: FWD DIR (Day)
BOX 1: MUSIC 001 seconds
BOX 2: FORWARD HUNT GROUP 38
All other boxes empty

ACD GRP 01 Name: FWD DIR (Night)
BOX 1: MUSIC 015 seconds
BOX 2: FORWARD HUNT GROUP 38
All other boxes empty

ACD GRP 02 Name: I (Day)
BOX 1: FORWARD HUNT 039
All other boxes empty

ACD GRP 02 Name: I (Night)
BOX 1: MUSIC 015 seconds
BOX 2: FORWARD HUNT 039
All other boxes empty

ACD GRP 03 Name: (Same for day and night)
BOX 1: FORWARD Ext 108
All other boxes empty

ACD GRP 04 Name: (Same for day and night)
BOX 1: FORWARD Ext 101
All other boxes empty

ACD GRP 05 Name: (Same for day and night)
BOX 1: FORWARD Ext 103
All other boxes empty

ACD GRP 06 Name: (Same for day and night)
BOX 1: FORWARD Ext 106
All other boxes empty

ACD GRP 07 Name: (Same for day and night)
BOX 1: FORWARD Ext 110
All other boxes empty

ACD GRP 8,9,... all empty

BTW - we tried the zero at the end of the message to see if that woould make a difference for terminating it - no change, the ACD still waits reoughly 24 seconds before playing the sub-greeting when we press 2 from the main greeting... :bang: