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Joined: Jul 2009
Posts: 204
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Joined: Jul 2009
Posts: 204
We have a Primary Greeting set for after hours calls. On one of our nodes the Alternate greeting is now playing immidiately followed by the Primary greeting.

It's very odd because it happens in night mode only. But oddly enough, if i put the phones in night mode during the day, it doesn't duplicate the error. This only seems to happen in the evening and not during the day.

I have now blanked out the alternate greeting because we rarely use it but this doesn't fix the problem.

This same Node now has also lost the ability to dial zero, we get an invalid extension error and when we transfer calls to this extension 1700 the go straight to voicemail but the 1700 extension is not programmed to go to voicemail. This is all very strange.

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Joined: May 2009
Posts: 1,198
Joined: May 2009
Posts: 1,198
This should be fairly easy to troubleshoot and fix.

Start at the beginning and trace the call routing. Dial the CRA extension numbers directly and listen to the greetings. Look for different greetings assigned to the CRA in day and night mode. Check the digit translations, and make sure there is an Extension ID or mailbox assigned to the device you’re trying to dial.

As to double greetings; the same greeting is recorded twice. Just figure out where. It’s either recorded on the CRA that times out to the mailbox, or someone recorded the greeting as their name in the mailbox (so you hear it twice).

Watch the display on your phone. When you test this via an intercom call, the display will tell you if you’re listening to a CRA or mailbox greeting.

For dialing zero; when are they dialing zero - from a CRA or mailbox? Is ext 1700 manually forwarded to voice mail? Are there STAR applications?

Figure out what your issues are, and tackle them individually. The answers should jump right out at you.

Moderated by  Stix1 

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