sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems call pilot auto attendant

has anyone ever had this problem. i have a customer who has a cp 100 and has night service set up for night and has aa answering during the day after 6 rings. day time works fine but at night when aa answers it plays the greeting (greeting 1) twice. it repeats itself after it plays once. :shrug: then it goes into the general mailbox. any help is greatly appreciated.
thanx vaughn

More than likely, you just THINK it is playing greeting 1 twice.

You need to check out each flow path and check each steps greeting prompt.

There is the greeting itself.
You also have the Custome AutoAttendant Menu Prompt.
Then you have the CCR path 0.
Follow the flow for DAY and NIGHT.
You probably will find that the message was recorded more than once.

i checked the aa menu prompt and it wasnt recorded i forgot bout the path 0 in ccr. thanx ill check that next

This happens more often than you think. People think that a voice mail/AA setup is simple. But without complete understanding of the flow you end up with strange messages like double instructions

A typical scenerio:
A customer will have a change to make to an AA. They will go in and record the entire message in a greeting, not realizing the proper way to set up any Nortel voice mail system is to split the message up between a greeting and an AA table prompt or CCR. If the AA was setup correctly in the 1st place they will now have 2 sets of instructions (back to back).

I'm often asked why is is split? A greeting is just that a greeting "Hello thank you for calling ABC Company". The instructions for the caller are recorded in an AA table prompt or a CCR. The reason it is split is if a caller is returned to the AA the entry point is at the table not a greeting. If the entire message is recorded as a greeting, the returned caller will hear nothing. If recorded correctly the returned caller will only the instructions repeated not the entire message.

Excellent explanation, Marv. Thanks.

hey marv hows it going? thats the way i set them up when i do the job. but im helping out someone over the phone and did check recording in aa menu prompt but it was not recorded. funny thing is that usually the aa menu promp will play the canned prompt after aa greeting but in this case its not hitting that prompt it just goes and repeats everything that was recorded in greeting 1 then transfers to gen del mb. i dont understand what the hell is going on there.

Maybe they recorded a NEW canned prompt (called Custome AA menu prompt) and made it the same as the greeting ????

My question is are you sure its a Call Pilot and not a BCM50?
BCM50 had an issue where it would play twice and a pacth fixed it.

Any way check Path 0 in CCR and see whats recorded, or disable ALL trees and see if problem still exists.