Branch Night Mode Question

[dan231]

I have a remote branch that has the ability to forward all incoming calls to our call center when they busy.  This works just fine.  I was told that at the end of the day, they just need to stop forwarding the calls and then the normal night mode will kick in.

I don't believe this is happening this way.

Our night mode is setup at the call center, and after 6pm, when you call the branch the recording is "Sorry we are unable to take your call…” not the “Sorry we are closed….” Message.

I'm thinking that in order to enable the night mode at this remote branch, I have to set a branch schedule - is that correct? (meaning that all branches do not share one schedule)

[acejavelin]

This would all depend on how it is setup and this isn't really enough information to go on... can you supply some more details on how the forwarding is being done now, is it by the main receptionist manually forwarding calls, through a STAR application or call routing table, etc? A STAR application is probably going to be required for automatic switching of this though.

[dan231]

It's all manual right now.  The branch is only 4 phones.

They have a programmed button on each phone to transfer all calls to the call center.
The remote branch does not have a STAR app setup.

I don't know much else with this branch's setup.

[DND ON]

Is there a controller at the site, or are the four branch phones connected to the main site?

[dan231]

There is a controller at each site.
Only this 1 remote site has it's own direct number to call in to speak with employees.

The other branches are listed with the call center number.

[dan231]

OK, new information from mgmt....
They now want all calls to permanently route to the call center.

No buttons, no nothing, just route to the call center.

[Tech Electronics]

Dan231,

If they want all calls to go to the main call center from this branch then you will need to go to.

System > Devices and Feature Codes > CO Trunk Groups

Let us know what is in that section. Hopefully there is only 1 CO Trunk Group 92001 or 9201 depending on how old your software is. Of course the initial programmer may have changed the numbering plan and it may be something else, but just let us know how many you have in there.

Now, once you have looked at how many there are then open them up one and a time, if there are more than one, and look at the follow two lines.

Day Ring-in Type
Night Ring-in Type

Those two values tell the system what the trunks associated with that trunk group will route to when a call comes in on those lines.

You will then need to look into the main site's system and see where you want the calls to go to, a Hunt Group, a STAR, a Phantom Routing Extension, etc..

Then we will be able to help you design the routing for that site.

Thanks,

TE

[dan231]

Great!  Thanks for the info!
I have confirmed that we have 1 other branch configured this way now.  I should be able to just replicate the settings from there.
I think I have it figured out, but to answer your questions:

There are 2 CO Trunk Groups (POTS and Unused)
The POTS:
  days = 1400 (hunt group for the local branch)
  night = 2100 (non local hunt group, this shows all branches - not sure what this actually is doing)

---------

The branch that works properly is setup this way:
  days = 2515 (STAR app, which points to the hunt group for Call Center)
  night = NONE

The STAR app has all our day and night mode timers, so I'm thinking this is what I need to set my branch to use.

[Tech Electronics]

Dan231,

Most likely you are correct in your assumption, but keep in mind that since they have something in Night at that branch then they most likely have a Night Mode Button as well so to be on the safe side put the STAR 2515 in both day and night in case someone changes the system to Night Mode by habit.

Also, most likely the 2100 is in the main Call Center which is how they forwarded it to you. Look in the hunt groups under local for the main site and see what it does.

Thanks,

TE

[dan231]

The 2100 does point back to the call center. - finally tracked that down.

OK, I'll change them both to 2515 and test.

Thanks very much!!