Setting up AA for delayed answer?

Avaya recommends using a calling group with no members, and using time-based overflow to send calls to the voice mail calling group. In the Voice Mail, you need to create a mailbox with the same extension number of the delayed calling group, and assign it as an auto-attendant (done through class of service setting on the older Merlin Mails).

Information to know before hand:
1. Are there going to be any extensions (MEMBERS) that will be answering the calls for this calling group?

2. Are the calls supposed to OVERFLOW to another GROUP or Voice Mail if a MAX amount of calls (NUMBER BASED OVERFLOW) or max amount of waiting time (TIME BASED OVERFLOW) threshold is reached?

3. Is there a max calls that can be in the queue (waiting for an answer) before sent to the other group or Voice Mail system (NUMBER BASED OVERFLOW)?

4. What is the maximum amount of wait time before the call is sent somewhere else (TIME BASED OVERFLOW)?

5. Are there lines to be assigned to be picked up by this Delayed Calling Group or the routing is taken cared through Digits being sent from the provider (Generally happens with a PRI)?

Here is a cut-n-paste of a job aid that I use when initially setting up Merlin Messaging. Mostly, everything applies for the Merlin Mail:

1. If there are extensions that will be members of this Group Calling, select how the calls will be routed. CIRCULAR, LINEAR, MOST IDLE, GROUP RING (Only Available in Merlin Magix R3)

Select SysProgram=>Start=>Extensions=>More=>Grp Calling=>Hunt Type=>

Enter the Calling Group Number=> ENTER

Select Type=>ENTER

2. If the call is overflowing to another group or voice mail after a threshold is reached,

* Select Grp Calling=>Overflow

Enter the Calling Group Number=> ENTER

Enter the extension number of delayed call handling group number to overflow to (usually 770 for Voice Mail)=>ENTER

* If there is going to be a maximum amount of calls waiting before a call is sent to the delayed call handling group
Select NUMBER BASED OVERFLOW (This is how many calls should wait on the queue before overflowing to another Calling Group or Voice Mail) 99 is the Highest Setting. =>Enter

* If there is going to be a maximum amount of time that calls will be waiting before a call is sent to the delayed call handling group

TIME BASED OVERFLOW (This is the amount of second a call should wait before overflowing to another Calling Group or Voice Mail) Each ring usually takes 5 seconds=>Enter

NOTE: If information is put in both NUMBER BASED OVERFLOW and TIME BASED OVERFLOW, the system overflows depending of the first threshold reached.

3. If there are going to the MEMBERS as part of this GROUP. Members are extensions that are going to answer the calls for this group.

Grp Calling=>MEMBERS

Enter extension number of delayed call handling group=>ENTER

Enter Pool or Line Number=>ENTER=>BACK


4. If Lines/Pools need to be assigned, this procedure guides you through assigning the Pools to Delayed Call Handling Group

Grp Calling=>Line/Pool

Enter extension number of delayed call handling group=>ENTER

Enter Pool or Line Number=>ENTER=>BACK

5. Grp Calling=>More=>Group Type

Select whether this is an AUTO LOGIN, AUTO LOGOUT, INTEGRATED VMI or GENERIC VMI (Used for Voice Mail Setup)


Ok. This is all good, but I still do not understand. Give me an actual setup


SETTING UP AN ACTUAL DELAY
Description: A Group of extensions will handle calls. If more than 30 seconds are reached, the call is sent to an Automated Attendant. This is assuming that the Voice Mail Calling Group is 770.

1. Select SysProgram=>Start=>Extensions=>More=>Grp Calling=>Hunt Type=>
780=> ENTER=>LINEAR=>ENTER

2. Grp Calling=>MEMBERS=>780=>Enter extensions =>ENTER
Continue entering all the ports and hit BACK when done

3. Grp Calling=>OVERFLOW=>780=>ENTER=>770=>ENTER=>NUMBER BASED OVERFLOW=>99=>TIME BASED OVERFLOW=>30=>BACK

4. Grp Calling=>More=>Group Type=>780=>AUTO LOGIN


Gladys I. Rodriguez
GlobalStrata Solutions Inc.
http://www.globalstrata.com