sundance-communications.com/forum Forums Other TDM Phone Systems VoiceMail Systems and Programming KeyVoice Night Mode

KeyVoice 8.2 Corp Office

When I put the system in night mode, either manualy or by setting the business hours, callers cannnot leave messages in user's mailboxes. Callers will get the night greeting and then dial the extension number for the person they want to leave a message. It will ring the extension and then go to the main greeting instead of the mailbox greeting to leave a message. Everything else seems to function normally as far a routing.

Is this by design or is this something I can change? We wanted a different greeting to play during non-business hours but still want the ability to leave messages in mailboxes. I looked in the manual and I didn't see anything about changing routing for night mode.

Any help is appreciated. Thanks.

-Rich

Is the KeyVoice doing blind transfers? If so, look at the transfer-recall timer on the phone system. I don't know what switch you're interfacing to, but if the phone system has too short a timer at night you'd get the behavior you're describing.

Another thing to try is to change the transfer schedule setting on a box to 'DAY SERVICE' and test. That setting will send callers directly to the users' mailboxes without trying to ring their extensions.

Good luck

The vm is doing bling transfers to X. It is interfacing with a DXP+.

Let me give a little more info.

When I put the vm in night mode manually, I did it during the day time. I did not change any service modes in the DXP, only vm. I got the same issue. I did this around 10am.

The vm functions normally it seems except when an extension is not answered. It will ring the ext. 4 times and then go to the night greeting instead of the ext. mailbox.

Setting the transfer schedule to day service is fine for testing but not for production. We have several people that are still working beyond our business hours.

Thanks again.

Did you check the transfer recall timer on the DXP+? Have you run a trace to see what digits, if any, are coming in the the call gets to voicemail?

did not check the recall timer because I am getting the same thing during the day when I put the vm in night manually. So I kind of ruled that out. In VMMI under station hunting, the recall timer is set to 30 secs. I did not see an option for day or night. It was just called recall time. Anything else I might check on the DXP+?

For clarity, all calls go to vm since we use auto attendant, even in the day. So there should be no difference in the digits received in night mode than in day mode. Calls are transfered by the auto attendant to the correct ext. but after the party does not answer, it goes to box 801 (again) as if they had just dialed in. No digits are dialed from the caller. I tried myself.

I have to be missing something but not sure what. I set up 801 exactly the same as 800 and recorded a different greeting.

On another note, I need to make sure I have the correct installtion manual. The one I have is 10.0A. Is this correct for my version?

Thanks again.

In the topic title, you referenced Ver. 8.2... that would have been a DOS platform. I think KeyVoice went to NT with Ver. 9.0 so I'm thinking you'll need to grab an older manual.

I haven't yet run across anything that didn't match up. There are instructions for both DOS and NT, side by side. Got one you can e-mail me?

I've got a paper version of Ver. 8.1... I tried to shove it into the CD drive but it wouldn't fit... :shrug:

I've got a little free time and I'll leaf back through and see if I can come up with anything else... just for S&G, change the 'Rings To Answer ' on a box back to 2 or 3... put VM into night mode and test that box... if it goes into the mailbox instead of back to the night greeting, that'll tell you it's a timing mismatch with the DXP

LOL Thanks, I needed a little humor on a Friday afternoon.

I think I've checked everything except the trans.txt file. From what I understand, the vm uses trans.nit unless it does not exist when in night mode. Then is uses transt.txt. I will have to check and see if trans.nit exists and what it contains.

As far as timing, I looked all over and could not see a different timing setting for day and night in the DXP. Still looking around though. I am looking in a backup of my db.

Thanks again.

Check the night greeting menu, make sure it is set to "wait for more digits"

IF, the DXP is sending the in-band signalling (as it does) and the menu does not interpret the extra digits it gets, that could PREVENT you from getting to the user mailbox.

Something to look at while you are running around the box.