sundance-communications.com/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems Dead air after hit 0 from Auto Attendant

We changed T-1 provider for one of our 108 systems a few weeks ago. Now callers who hit zero during the auto attendant greeting just hear dead air instead of being transferred to the operator extension. If they hit zero during a VM greeting, they are properly transferred to the operator.

I can't tell by reading the documentation and looking at the screens where the operators extension is associated with the AA. Can anyone help me troubleshoot this?

Generally changing carriers shouldn't make a difference, especially if both carriers were configured identially. If something else has changed, like DNIS digits, it could have an effect. Have you looked at the CCR box (assuming hardware based auto attend) and see where digit 0 is mapped?
Mike

I can dial into the system and hit Z for Auto Attendant. What is the CCR box? I don't know what you mean.

Bob

CCR is in the Voice-Mail system

The IDS could have 2 different ways of answering

Phone system

Voicemail system

As nonameyet says, there are two very different types of auto attend associated with IDS - software (Z screen from main menu) and hardware - built into voicemail system. Easiest way to tell is to call the auto attend and dial * plus an extension. If it goes DIRECTLY to that user's voicemail, then you have a hardware auto attend and the Z screen is not involved - all programming is done within the voicemail system (seperate program interface).

If, when you press *, the greeting repeats, then you have software aa.
Mike

Okay, when I call the auto attendent and press * the greeting repeats. So it seems we have software AA and programming is thru the Z screen, right?

When a caller presses 0 from software auto attend, they ring all phones programmed to ring on that line in the A screen. If calls are arriving via DNIS/DID, you'd want to route to line ID in YA screen then configure that line to ring on whatever phones serve as overflow. I've got to believe that more than just carrier changed...
Mike

Yeah it looks like the new carrier's T-1 was put into a spare T-1 card instead of the old one that was already in use. I figured out the ring assignments on the A screen and it works now.

Thanks.

Bob