sundance-communications.com/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems Toshiba Stratagy CIX

We have a Stratagy CIX system and it is setup for night mode to go to a different mailbox (box 1205). Pretty standard. What we are noticing is that if a caller interrupts the greeting on box 1205 with a * key and they don't put in a mailbox number it takes them right to the company default (990) and from there they are getting into our ACD queues and waiting hours till we open.

How can I stop that?

Thanks!

Keeping caller from going to the default is a bit of a pain. It requires a bit of Token programing knowledge and access to Toshiba knowledge base. I have set this up a few times, but I will avaoid doing it unless it is really required. The mailbox 990 (on a Stratagy ES or IES) is always the default whe people make an incorrect entry.

I would prefer, if possible, to use a schedule. At night you could have the system play a differnt message in mailbox 90 at night, or even change the extension field to send the caller to a differnt mailbox.

If the ACD queue is onpen at certain hours, you can out it oon a weekly schedule. If someome hits the queueu at night, they will be sent back out. Also, if everyone logs out at night, the queue will basically be closed and peopel won't be stuck in there at night.

The disadvantage of both these methodes is the lack of manaul control, to close early or stay open later. Also, there isnt a methode for adding holidays to the ACD system.

Thanks! I will look at those options. Is there anyway to have the night mode event trigger the box message being changed in 990?

No. I do wish there was.