How to route specific lines to Voicemail in Night service modes? 1

Lines can only be in one group (mode).
Maybe explain the circumstances of each mode and there might be a work around.


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curlycord


Toronto Canada

We have 4 lines for customers. The provider - Rogers (Canada) set up lines in rollover mode, same # and VM Box. One customer always calls line 1, 2nd simultaneous call goes to line 2 and so on.

In a day time there is enough staff to answer 4 lines same time.
We try to organize evening and night modes this way:
"Night 3" mode would ring from lines 1-3, and line 4 would go to VM immediately - 4th line call implies lines 1-3 used at the moment.
Night 3, 2 and 1 differ by the number of lines that staff can handle.

It can be done using Service Modes.

Service Mode 1
Line 1 has to be set to ring the Control Set only.
Lines 2, 3 and 4 have to be set to ring the Control Set and the Voicemail.

Service Mode 2
Lines 1 and 4 have to be set to ring the Control Set only.
Lines 2 and 3 have to be set to ring the Control Set and the Voicemail.

Service Mode 3
Lines 1, 2 and 4 have to be set to ring the Control Set only.
Line 3 has to be set to ring the Control Set and the Voicemail.

EvgKB said:

The provider - Rogers (Canada) set up lines in rollover mode, same # and VM Box.

Click to expand...

This leads me to believe that the voicemail box is provided by the telco.

If it is actually the case, Service Modes are useless. The only way to immediately send calls to the telco's voicemail would be to make the lines busy. That is, you would have to grab the lines and put them on hold.

Service Modes can only send calls to a voicemail attached to your system, such as Flash or Norstar Voice Mail.

I just read the DR5 manual, I thought lines could only be in one mode on the old stuff but looks like you might be ok.

Also I was confused as to Multimediums post.....having only the control sets ring.
You don't even need a control set to ring as it can be any phone.

But if you have a business phone system then you should be using a business voice mail as well, not the carriers vmail.
However you can still use the service modes so that the other lines wont bother you while on the phone.
At night you could do *942 on all the lines and that would at least make them go to the mailbox after 2 rings.

Here is my thought or design.....
This is assuming 3 people or less stay after 5pm and that you have your own proper vmail system:

Control set for lines 1 to 4 is 2XX

Service Mode 1 (for 3 people 221,222,223 to handle calls)
Line 1 = Ring Group 01
Line 2 = Ring Group 01
Line 3 = Ring Group 01
Line 4 = Ring Group 04

Service Mode 2 (for 2 people 221,222 to handle calls)
Line 1 = Ring Group 02
Line 2 = Ring Group 02
Line 3 = Ring Group 04
Line 4 = Ring Group 04

Service Mode 3 (for 1 person 221 to handle calls)
Control set for lines 1 to 4 is reception 221
Line 1 = Ring Group 03
Line 2 = Ring Group 04
Line 3 = Ring Group 04
Line 4 = Ring Group 04

Ring Group 01:
221,222,223

Ring Group 02:
221,222,

Ring Group 03:
221

Ring Group 04:
2XX (Vmails DN)

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curlycord


Toronto Canada

EvgKB said:

I need to setup night services for out Meridian DR5 […]

Click to expand...

I understand that EvgKB has a 6x16 or 8x24 with the DR5 software. There is no Ringing Groups in that software release. Instead, for each Service Mode and for each line, there is a list of ringing telephones.

EvgKB said:

We have 4 incoming lines in a pool.
Normally they all ring all 8 extensions.

Click to expand...

Service Modes will only make additional telephones ring. Since all the extensions are already programmed to ring (in Normal Mode), they will continue to do so when a Service Mode is turned on. As a result, there is no need to add all the sets to the list of ringing telephones.

As for the Control Set, it is automatically added to the list of ringing telephones. In other words, for lines that are to be answered by the voicemail, the list of ringing telephones will contain both the Control Set (added automatically) and the Voicemail (added manually). Otherwise, the list will contain only the Control Set (added automatically).

That's correct - it is 8x24 DR5. I could not find Ringing Groups.

Every Service mode has the list of telephones to ring.
I programmed all 3 Service modes to ring only one extension #28, and it is Control Set as well.
So I expect that #28 rings always. When it is busy call would be routed to VM right away.
The documentation that we have does not specify how to do this.

Also, question what should be this mailbox - General Delivery, or some mailbox assigned to extension #28?
How to program that these additional call would go to VM immediatelly?

The calls would go to the General Delivery mailbox.

To do so, you need to add the extension number of the voicemail to the list of ringing telephones. You can use the Voicemail DN feature (usually Feature 985) to find out the extension number of the voicemail.

Thanks!

I knew it didn't have something.....like me, memory.



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curlycord


Toronto Canada

Thank you for your answers.

What do you think about this setup:
After some additional documentation reading, I'm going to try this setup:

1. Create Mailbox for customers that is Guest Mailbox, say, #51
2. Set this box #51 as a Prime Number for all 4 Lines.
3. Set 3 Service modes:
Night 1: Line 1 has ringing set #28, Lines 2-4 ring to #51
Night 2: Lines 1-2 have ringing set #28, Lines 3-4 ring to #51
Night 3: Lines 1-3 have ringing set #28, Line 4 rings to #51

The concern is that every night mode has a Control Set (which is #28). So, I'm not sure what what will happen

EvgKB said:

What do you think about this setup […]

Click to expand...

It won't work as you expect.

In order for a call to be directed to a Guest Mailbox, it has to be transferred to that Guest Mailbox. There are 3 possibilities:
[ol 1]
[li]The call is answered by the Automated Attendant and the caller dials the Guest Mailbox number.[/li]
[li]The call is answered by the Custom Call Routing and the caller dials the digit to reach the Guest Mailbox.[/li]
[li]The call is answered by someone in your office and it is manually transferred to the Guest Mailbox.[/li]
[/ol]

If you want the calls to end up in a specific mailbox instead of the General Delivery Mailbox, you will have to create a Subscriber Mailbox. (A Subscriber Mailbox is assigned to an extension while a Guest Mailbox is not.)

A call has to be forwarded to voicemail from a specific extension in order to end up in the Subscriber Mailbox assigned to that extension. If a call gets to voicemail using other features (such as Delayed Ring Transfer or Service Modes, for instance), it ends up in the General Delivery Mailbox.

If you want the calls ringing on extension 51 to be forwarded to voicemail immediately, you use Call Forward (Feature 4). Otherwise, you use Call Forward No Answer (in programming).

EvgKB said:

The concern is that every night mode has a Control Set (which is #28).

Click to expand...

Actually, there is one Control Set per line. The Control Set can be the same for all the lines or it can be different for each line.

For example, you could have the following setup:
[ul]
[li]Extension 21 is the Control Set for Line 1.[/li]
[li]Extension 22 is the Control Set for Line 2.[/li]
[li]Extension 23 is the Control Set for Line 3.[/li]
[li]Extension 24 is the Control Set for Line 4.[/li]
[/ul]

That way, when the person at Extension 24 leaves at the end of the day, he/she turns a Service Mode on and Line 4 is now answered by the voicemail. In the same way, when the person at Extension 23 leaves at the end of the day, he/she turns a Service Mode on and Line 3 is now answered by the voicemail.

The next day, when the person at Extension 24 arrives, he/she turns off the Service Mode and Line 4 is no longer answered by the voicemail, but Line 3 is still answered by the voicemail.

The Control Set only allows an extension to turn the Service Modes on or off for the lines under its control.

It might be usable for us, the only thing required - all callers routed to VM to end up in same mail box.
Actually we can use General Delivery Mailbox, no problem in it. But then your suggested setup won't work.. It needs some sort redirection.
What if these extensions don't have their own mailbox - call suppose to be directed to General Delivery Mailbox automatically, correct?

In order for a call to end up in a mailbox, it has to be routed to the voicemail. Depending on the result you want to achieve, you can send to voicemail:
[ul]
[li]All calls that ring at a given set (Call Forward)[/li]
[li]Unanswered calls that ring at a given set (Call Forward No Answer)[/li]
[li]Calls that ring at a given set that is already busy on another call (Call Forward on Busy)[/li]
[li]Unanswered calls that ring on a given line (Delayed Ring Transfer)[/li]
[li]Calls that ring on a given line, but at certain moments only (Service Modes)[/li]
[/ul]

The first 3 cases are used to send calls to the mailbox of an extension. If the extension doesn't have a mailbox, the calls end up in the General Delivery Mailbox.

The last 2 cases always send calls to the General Delivery Mailbox.

EvgKB said:

It might be usable for us, the only thing required - all callers routed to VM to end up in same mail box.
Actually we can use General Delivery Mailbox, no problem in it.

Click to expand...

Let's do it.

Press Feature 985 and note the extension number that appears on the display. This is the extension number of the voicemail.

When programming the Service Modes, you need to add the extension number of the voicemail to the list of ringing telephones (wherever you see "Voicemail").

Service Mode 1
Line 1:
Line 2: Voicemail
Line 3: Voicemail
Line 4: Voicemail

Service Mode 2
Line 1:
Line 2:
Line 3: Voicemail
Line 4: Voicemail

Service Mode 3
Line 1:
Line 2:
Line 3:
Line 4: Voicemail

Don't worry about any other sets that you might see in the lists of ringing telephones: you can always remove them later, if you need to.

You shouldn't have to program anything else either. What is described here is enough to send calls to voicemail.

You should now be able to test whether the General Delivery Mailbox answers immediately:
[ol 1]
[li]Turn Service Mode 1 on.[/li]
[li]Grab Line 1 and dial the main number for your office. Your call should be coming in on Line 2.[/li]
[/ol]

Let us know how it goes.

In the suggested setup, for every "ringing" line I programmed several phones, not just one. E.g.:
"Night 1" (Service Mode 1)
Line 1: #27, #28 (Control Set), #28, #30, #34, #39, #40, #41
Line 2: #43 (Voicemail by Feature 985)
Line 3: #43
Line 4: #43

I'm going going to test it today.

EvgKB said:

In the suggested setup, for every "ringing" line I programmed several phones, not just one.

Click to expand...

Although it doesn't hurt, you didn't need to do that.

Service Modes makes additional telephones ring (the keyword being "additional").

Your eight extensions (27, 28, 29, 30, 34, 39, 40 and 41) already ring during the day, when no Service Mode is turned on. They will still ring when a Service Mode is turned on.

When you program Service Modes, you only add the additional telephones. In your case, the additional telephone is 43. This makes your programming easier to understand when you later need to troubleshoot or make changes.

Let's take Service Mode 1 as an example:

I appreciate your help.
The suggested solutions worked.
But. (heh, there is always but...)

It turned our that we cannot use a General Delivery mailbox. We share Meridian with other company, they share Flash StarTalk Module with us... (I did not know that).
So I used another extension #38 and created a Mailbox for it.
Turned on a forwarding to VM. It works: when I call #38, I'm getting right VM box #38.

Then, For Night modes, for the lines that have to be redirected to VM, I added additional set #38 (with call forward to VM active).
I expected calls from these lines to be directed to VM immediately - it does not work...
On the other hand, Say, if I set forwarding in the phone that rings in normal mode - all call immediately would go to VM.

What is my mistake?

P.S.
I found that #38 just does not ring with Service mode even it specifies as additional set.

Hmmmm... I could not edit my previous message, is it possible in this forum?

I guess you replaced telephone 43 by telephone 38 in Service Modes. For example, Service Mode 1 is now programmed as follows:


You have tested telephone 38 with both a Service Mode and Call Forward turned on. Check that Service Modes are programmed properly by testing them separately:
[ul]
[li]Service Modes Off and Call Forward Off: telephone 38 shouldn't ring for external calls.[/li]
[li]Service Modes On and Call Forward Off: telephone 38 should ring for external calls.[/li]
[/ul]

Multimedium said:

I guess you replaced telephone 43 by telephone 38 in Service Modes.

Click to expand...

Exactly

Service Modes On and Call Forward Off: telephone 38 should ring for external calls.

Click to expand...

That is failing.

The setup is: all 4 lines appear on #38, but not ringing.

I can't think of any obvious reason why telephone 38 won't ring…

Maybe you can try to remove the lines from telephone 38 and, instead, assign 4 Intercom keys.