Information Systems:Toshiba Digital Phone System - Revision history

Norwinu at 21:00, 23 January 2020

2020-01-23T21:00:30Z

Norwinu at 21:00, 23 January 2020

2020-01-23T21:00:13Z

Aaront: /* Fixing ACD call queue hangs */

2019-09-12T17:28:22Z

Fixing ACD call queue hangs

Darrenf: /* After Hours Call Routing */

2019-05-07T18:01:46Z

After Hours Call Routing

Darrenf: /* After Hours Call Routing */

2019-04-23T20:20:37Z

After Hours Call Routing

Darrenf: /* After Hours Call Routing */

2019-04-23T20:17:09Z

After Hours Call Routing

Darrenf: /* After Hours Call Routing */

2019-04-23T20:15:06Z

After Hours Call Routing

Darrenf: /* Quarterly Reboots Of The Stewie Server */

2018-08-09T17:04:24Z

Quarterly Reboots Of The Stewie Server

Darrenf: /* After Hours Call Routing */

2018-08-03T01:27:50Z

After Hours Call Routing

Darrenf: /* After Hours Call Routing */

2018-08-03T01:27:19Z

After Hours Call Routing

← Older revision		Revision as of 21:00, 23 January 2020
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	[[Category: Phone System]]		[[Category: Phone System]]
−	[[Category: ~~I.T.~~ Archived Pages]]	+	[[Category: Archived Pages]]

← Older revision		Revision as of 21:00, 23 January 2020
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	[[Category: Phone System]]		[[Category: Phone System]]
		+	[[Category: I.T. Archived Pages]]

@@ Line 130: / Line 130: @@
 ==Fixing ACD call queue hangs==
-Customer Service may report dropped calls for either customers waiting in the call queue or just in general. This usually hints at the voice ports (of which there are 2) having hung up on the ACD server. This is evident when you look at the server (go to the actual server room and look at the console, since it's already logged in. Do not RDP into the machine). There should be a pop-up window alerting that the voice port(s) has stopped responding.
+Customer Service may report dropped calls for either customers waiting in the call queue or just in general. This usually hints at the voice ports (of which there are 2) having hung up on the ACD server. This is evident when you look at the server (go to the actual server room and look at the console, since it's already logged in. Do not RDP into the machine).Sit at the console against the back wall where the white keyboard is and press ctrl to bring up the server list.  There should be a pop-up window alerting that the voice port(s) has stopped responding.
 The fix:
@@ Line 140: / Line 140: @@
 Alternatively, you can reboot the entire server.
 ==IS Helpdesk (or x201) Voicemail==
 If DarrenF gets hit by a bus the voicemail password for x201 is 1234.  Hopefully it wasn't a speeding Greyhound instead of a slower moving Transit Flyer.  Greyhound probably doesn't pay out insurance like CMBC does.

@@ Line 85: / Line 85: @@
 ==After Hours Call Routing==
-The following is the order of events that are programmed into our phone system to handle what happens when a pharmacy calls uniPHARM after 4:30PM.  At 4:30PM, the phone system automatically routes calls from outside the building, from Customer Service to the warehouse supervisors.  Outside calls will ring the following extensions - 275 247 248 249 290 287 254 231 245.  When those extensions ring anyone can answer the phone and handle the shareholder or customer.  When those extensions ring and nobody answers, the outside call will go to the general message voicemail and instructions are below to get to that
+The following is the order of events that are programmed into our phone system to handle what happens when a pharmacy calls uniPHARM after 4:30PM.  At 4:30PM, the phone system automatically routes calls from outside the building, from Customer Service to the warehouse supervisors.  Outside calls will ring the following extensions - 275 247 248 249 290 287 254 231 245.  When those extensions ring anyone can answer the phone and handle the shareholder or customer.  When those extensions ring and nobody answers, the outside call will go to the general message voicemail and instructions are below to get to that.
-At 11:59PM each weekday except Friday, the phone system will automatically switch outside calls back to Customer Service.  On Friday nights, outside calls will continue to be routed to the warehouse extensions because warehouse staff are answering the phones on Sunday
+At 11:59PM each weekday except Friday, the phone system will automatically switch outside calls back to Customer Service.  On Friday nights, outside calls will continue to be routed to the warehouse extensions because warehouse staff are answering the phones on Sunday.
 * "Thank you for calling uniPHARM Wholesale Drugs.  Please leave your name, phone number and which pharmacy you are calling from and Customer Service will call you back as soon as possible."
@@ Line 92: / Line 92: @@
 Below are the steps that need to be given to the warehouse supervisors in order for them to retrieve messages left by after hours callers.  Remember that this is a completely different voicemail box from each person's own personal voicemail.  The supervisors will not be able to tell if there is a message to listen to because there is no indicator light on their desk phones for the general message voicemail box.  The IS department recommends that DC supervisors check for messages left on the general message voicemail box at or near cutoff times after 4:30PM.
 #Press 100
 #Press # *
@@ Line 112: / Line 113: @@
 * Q:	What happens when an outside caller is speaking to Gordon (for example) and a second outside caller needs to speak to someone?
-* A:	The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless.  The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.
+* A:	The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless phone.  The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.
 * Q:	Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?

@@ Line 97: / Line 97: @@
 #000 #
-From there you can listen to the message and then either delete it or not delete it.  If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning.  This is either useful or not useful depending on the what the customer wants.  Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM.  I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can.  I do encourage you to call after hours and verify that everything is as described.  If it is not please let me know.  If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad.  This delays the automatic shifting of outside calls to the DC.  The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad.
+From there you can listen to the message and then either delete it or not delete it.  If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning.  This is either useful or not useful depending on the what the customer wants.  Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM.  I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can.  I do encourage you to call after hours and verify that everything is as described.  If it is not please let me know.  If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad.  This delays the automatic shifting of outside calls to the DC.  The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad.  The IS department also strongly recommends that CS staff make sure that they are logged out of the call queue at the end of each work day.  If someone is still logged into the call queue after 4:30PM or later, the outside caller will wait in line forever instead of being routed to a warehouse extension.
 * Q:	What is the wording of the voicemail greeting played after 4:30PM?

← Older revision		Revision as of 20:17, 23 April 2019
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	* Q: Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?		* Q: Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
		+	* A: No
−	* A: Need to ask Digitel on Friday

	==Music On Hold And Background Music==		==Music On Hold And Background Music==

@@ Line 125: / Line 125: @@
  Refer to the instructions in the next section, it is perhaps a more elegant way to address this issue.
 The Stewie server houses the ACD software that controls the Customer Service call queue.  When staff in Customer Service report very low call volumes or voicemails from outside callers saying that the phones just ring and ring forever, this is an indicator that Stewie needs to be rebooted because god forbad the Toshiba software from having long uptimes.  The easiest way to reboot Stewie is from the screen console in the server room or by using the IMM.  Remote desktop will complicate the reboot because the Toshiba software requires an Administrative user be automatically logged in after a reboot or the software does not start.  Do not use Remote Desktop on Stewie because of the auto-login configuration and this is why out of band or console access is needed to reboot Stewie.  The amount of time between reboots is variable but is roughly quarterly.  Stewie does not need to be rebooted once per month.
 ==Fixing ACD call queue hangs==

@@ Line 114: / Line 114: @@
 * A:	The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless.  The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.
-Q:	Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
+* Q:	Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
-A:	Need to ask Digitel on Friday
+* A:	Need to ask Digitel on Friday
 ==Music On Hold And Background Music==

← Older revision		Revision as of 01:27, 3 August 2018
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	From there you can listen to the message and then either delete it or not delete it. If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning. This is either useful or not useful depending on the what the customer wants. Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM. I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can. I do encourage you to call after hours and verify that everything is as described. If it is not please let me know. If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad. This delays the automatic shifting of outside calls to the DC. The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad.		From there you can listen to the message and then either delete it or not delete it. If the message is NOT deleted, then Customer Service will be able to listen to that message the next morning. This is either useful or not useful depending on the what the customer wants. Hopefully all this clears up a lot of confusion in regards to how the phones work after 4:30PM. I do understand that this is a bit complicated and not as easy to use as it could be so please try and monitor things as best as you can. I do encourage you to call after hours and verify that everything is as described. If it is not please let me know. If a manager decides that the Customer Service call queue needs to remain active past 4:30PM, they need to press the NIGHT button on the phone at the receptionist desk and then 1 on the number pad. This delays the automatic shifting of outside calls to the DC. The "delay" can then be cancelled by again pressing the NIGHT button on the same phone and then 3 on the number pad.
		+
		+	* Q: What is the wording of the voicemail greeting played after 4:30PM?
		+	* A: Thank you for calling uniPHARM Wholesale Drugs please leave your name and phone number and which pharmacy you are calling from. We will call you back as soon as possible.
		+
		+	* Q: How many rings to get to voicemail?
		+	* A: 6
		+
		+	* Q: Where is the blinking message light that shows up when a voicemail is left by an outside caller?
		+	* A: The blinking message light only blinks on Customer Service phones and NOT on any DC extensions
		+
		+	* Q: Can the DC staff listen to voicemail messages left after 4:30PM?
		+	* A: Yes but only if they pretend to be a CS person and login to a CS extension (200, 213, 229, 202, 219) in the same manner that a CS person would if they were doing CS work.
		+
		+	* Q: What happens when an outside caller is speaking to Gordon (for example) and a second outside caller needs to speak to someone?
		+	* A: The second call(er) will ring all the same DC extensions just like the first and the person already on the first call hears a beep on their cordless. The second caller can either be picked up by a different person or wait 6 rings to go to voicemail.
		+
		+	Q: Can an extension in the DC be put in the CS call queue, using Nancy's license, AND still be part of the "ring group" that is currently setup to handle after hours calls?
		+	A: Need to ask Digitel on Friday

	==Music On Hold And Background Music==		==Music On Hold And Background Music==