Update Phone After Hours Support

01/05/2024 6:15 pm EST

Updating After Hours Support Script

Purpose: This document outlines how to update the After Hours Support call script. The script will determine where to send a call depending on certain parameters, such as call day and time.

Requirements: Must have login credentials for SeaMail in LastPass.

Procedures:

Log in to seamail
1. http://172.16.142.92
Go to Mailboxes > Properties
In the top left field, Enter the 4912 mailbox and click Go
2. 4912 is the main script for our phone calls. When you call in the office phone number (719) 593-2829. Ex: 1 for support, 2 for sales, etc…
Go Mailboxes > Scripting > Script
Look on line 6 to see what Mailbox is the after hours support script. At the time of this writing, the script extension is 6902
Go back to the field in the top left and enter the extension from line 6 and click Go
1. Here we will enter 6902
The image above is the script in its default state.
The script works by running statements that either return “ok” or “err”, essentially True and False.
The phone call will come in, and start with line 1. Line 1 asks, “What day is the phone call coming in?” If the day falls within the parameter, we get a return of OK, and the script will jump to the line in that field. If the day falls outside of the parameter, the script will jump to the line in the “Err” field for that line.
When the script is referring to days, the parameter will be represented like this, “D2345”
1. “D” represents that the field is referring to a day
2. 1=Sunday, 2 = Monday, 3=Tuesday, 4=Wednesday, etc…
3. You will notice, on line 1 that Friday (6) is not listed. This is because Friday has different support hours than the rest of the workweek.
Line 2 asks what time the phone call comes in. The time will be represented in Military Time (24-hour clock).
For this example we will go over adjusting the hours for Labor day, which falls on a Monday and changing the After hours support time to start at 4 instead of 5.
2. After you have made your changes, click the save button toward the top of the page
3. Make sure these settings have saved by moving on to the next mailbox and back to 6902
After the holiday, it is imperative that these settings be changed back to default. See step 7 for default configuration

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