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TVA 50 CS announcements
#629552 05/02/19 07:12 PM
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I have a TDE100 and a TVA50.

I have a standard CO greeting that progresses to CS 1 days, CS2 nights. CS3 lunch

Something must have happened a couple weeks ago as I can't get CS1 to answer days anymore. I looked at the realtime port trace and in day mode it shows calls being directed to CS1 but it plays the CS2 recording instead. I used the manual time change to go between day and night but but it only plays CS2 recording. I checked the CS1 recording an it is intact but doesn't play.

On the TDE I have them all in trunk group 1 & VM grp1 and on the TVA PORT/SVC 1-6 are all the same. Day service call handling show CS1 Night service CS2.

I do not believe the customer has the expertise to even access the Manager software.

Any idea what happened?

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Re: TVA 50 CS announcements
Not_sirius #629607 05/03/19 09:29 PM
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Could the TVA be in Service Mode- Manual Night and not PBX Control?
Try deleting the CS1 and create a new one.

C5Z


Instructions are just one man's opinion on paper
Re: TVA 50 CS announcements
Not_sirius #629609 05/03/19 10:27 PM
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It is in manual mode under pbx control. The "info" display shows DAY service. It doesn't matter if it is in day or night service, the night CS is the on it selects even though the port trace shows CS1????

Re: TVA 50 CS announcements
Not_sirius #629624 05/04/19 12:10 PM
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Are you using any Company Name Greetings before the Custom Greeting is played? You can check those remotely from mailbox 998.

C5Z


Instructions are just one man's opinion on paper
Re: TVA 50 CS announcements
Not_sirius #629679 05/07/19 06:40 PM
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I have a TDE100 and a TVA50.

I have a standard CO greeting that progresses to CS 1 days, CS2 nights. CS3 lunch

Re: TVA 50 CS announcements
Not_sirius #629688 05/07/19 08:14 PM
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PM sent


Instructions are just one man's opinion on paper
Re: TVA 50 CS announcements
Not_sirius #629740 05/10/19 12:08 AM
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OK.... DUMB RALPH!

I watched the trace as I went through each of the modes and they ALL "sounded" the same and showed it showed going to the correct CS's.

At that point I saw the baseball coming right at me.......... AND THEN IT HIT ME!
and I figured out what had occurred.

They were having some work done on their parking lot last month and had asked how to rerecord the Company greeting. I told them where it was in the instruction pack I had originally left or they could have me come out to do it for them. They declined and said the instructions were enough. Unfortunately they misread them. bugeyed

They recorded the CO greeting PLUS the CS2 recording onto the front end Company greeting. YES I had listened to the CO greeting before, but didn't wait until it completely finished. Therefore I thought it was the CO AND THEN CS1 or CS2. instead of them both being on the Company greeting before the Custom service began.



Thanks for your help.

Ralph

Re: TVA 50 CS announcements
Not_sirius #629744 05/10/19 06:24 AM
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If I had a nickel for every time that's happened. Sadly, we tend to give the customer credit for knowing how to operate their system, yet this often comes back to bite us in the ass. Glad that you got it figured out. Welcome to the club.


Ed Vaughn, MBSWWYPBX
Re: TVA 50 CS announcements
Not_sirius #629786 05/11/19 08:46 PM
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You're welcome.
C5Z


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