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[mignona]

Hi,
Before we upgraded to SP2, callers were able to enter the extension of the person they wanted to reach during the auto attendant greeting or even press 0 to get to the operator. Now the touch tone doesn't do anything. How do we get that to come back? If its not possible, how do we revert back to the old firmware because its very annoying to our callers to have to wait through the entire message.

Also the touch tone doesn't work when a person says the name of a staff member but the system finds two people that it could be. The system will ask them to press 1 for the first option and 2 for the second, etc. But when they press 1 for example, the system doesn't recognize the touch tone.

Thanks in advance for any help.

[Mlachake]

There is a new feature that was added in SP2 called Speech Barge-in. You need to have that feature enabled for callers to be able to bypass the auto attendant greetings. This is under Automated Receptionist Properties.

[mignona]

Yeah we have that feature turned on. Speaking the name of person works except in the case where the system finds two people and asks for you to select which option you want. Also, the system still will not allow the caller to enter the extension of the person or 0 to bypass the AA, which was allowed with the previous firmware/software. Was that feature removed or something?

[Mlachake]

Please log into the DVG-3104MS and reset the unit to factory defaults. Access the Response Admin and remove the voice services (Gateway) and add it again. That should resolve the issue.

[mignona]

Thanks! That worked perfectly.

[Mlachake]

You are most welcome.