800 number not ringing on console 2

[SUSANVV]

We have a Merlin Magix 3.0, and a PRI used for all outgoing Long distance and incoming from two phone numbers and an 800 number. According to AT&T they are sending the 800 number over the T-1 on the correct DNIS. The 800 number rings for 8 rings and then our Day AutoAttendant answers. The 800 number does NOT ring on our console but our regular incoming numbers do. Is this a Dial Plan Routing thing where I select the Megacom800 service? We are being sent 4 digits. Before the T-1 the 800 number was being forwarded to our main number. Should it go back that way? TIA for any help. I seem to come up with the odd-ball problems.

Sue Van

 

[merlinman]

What are the Digits involved?

It sounds like the Digits they are sending for you 800 number are not being sent to your console.

The console could "cover" these digits if they were sent to an extension (real or Phantom).

 

[SUSANVV]

AT&T says they are the same digits as for our regular number--2771. I have no dial plan routing set up. TIA.

Sue Van

 

[merlinman]

Can you set up DIAL PLAN ROUTING for 2771 to point to your CONSOLE Extension Number?

That sounds like what you need.

Based on your description, I think your AA is answering the "DID #?" calls.

 

[SUSANVV]

I setup Dial Plan Routing 0, sending 2771 to our console-2200. We have no other Diak Plans set up. My 800 number now rings on the console AND has Caller ID. I set the Service up as Any Service. So how come I still don't have Caller ID for any other number coming through our t-1. I have another question posted about no Caller ID on the console. We have our main number coming through the T-1 on 2771 along with the 800 number. We get the calls from our main number that ring and go through the console and all other phones have Caller ID from those calls. I also know by our SMDR reports that calls to our main number are coming in through our T-1 (PRI). If it worked for the 800 number why didn't it work for the other calls and what do I have to do to make it work? Thanks for all of your help.

Sue

 

[merlinman]

I would put in a route that sent things to my extensions and see if that clears up the caller ID. Again, using ANY SERVICE.

I'd be willing to bet it will.

From what you are describing, the calls are just "getting there", with no particular routes or services defined.

 

[SUSANVV]

Here's our setup: We are being sent 2771 from AT&T. 2771 is also the empty group (it was originally 771 until the cutover to the PRI); 770 is our overflow group. Our main number and the 800 number are both coming in on the PRI. Thanks to you the 800 number now works properly. I don't understand why the main number calls do not work since I used Any Service. Does it have something to do with the fact that the 2771 is both the incoming digits and the cover group? Should that have been done with dial plan routing instead? When a non-800 call comes in the console displays Cover and DID #? When you press the button beside the DID#? the channel number is listed as a trunk number. We do want the calls to go to the console. Thanks again.

Sue Van

 

[merlinman]

OK, I get it now. You are saying that you are OVERFLOWING a cover group to the phones. Cover won't show Caller ID.

Did they not give you a bank of D-I-D numbers you can route to extensions?

You can Renumber the console (or just use routing) and get the calls to it directly, rather than using coverage and overflow.

 

[SUSANVV]

I'm sorry I left more information out. The overflow (770) goes to the AutoAttendant. We do have DID's but that is another issue. We are not going to have everyone have DID's so some extensions will be renumbered. Here's the flow: A call comes in through the PRI. It goes to group 2771 (same as what is being sent). If the console does not answer it, the call overflows to 770 where the system will answer it. Most calls should be answered by the console (a human being on a phone). We want the console to see caller ID's. Each individual extension sees caller ID on the calls that the console transfers to them. Scenario: Call comes in through the PRI for me, the console (our operator) answers the call (she seses only Cover and DID #? and if she pushes the button by DID# she sees a trunk number that corresponds to a PRI channel number). She transfers the call to me where I see the caller ID number. I did the Dial Plan routing that you mentioned and that worked for our 800 number. Why can't the console see the Caller ID? If you need me to attach some reports from WinSPM please let me know. I appreciate all the help you are giving me. This problem seems to be a stickler. TIA again.

Sue Van

 

[merlinman]

When you see "Cover and DID #?" that means the call is not identified by the system as a number it has in its dial plan.

Also, it is COVERING to the operator, and therefore she will not see caller ID.

I would route these calls to something in the dial plan and see if that doesn't clear up your caller id issue.

I guess I would wonder why you don't use the D-I-D to the extensions?

 

[SUSANVV]

Why does the 800 routing work and not the other? Why didn't "Any Service" pick up all incoming? What would I change so that the console could see the Caller ID? Should the original 771 been left alone and 2771 Dial plan routed into it? What would happen if I changed the 2771 group back to 771? Wouldn't the "Any Service" dial plan routing take over? What other problems could I cause? Nothing should be different for the 800 number and any other of our incoming that comes in on 2771. Some people will have the DIDs but most like the buffer of an operator screening their calls. We have the voicemail screening on but most don't like waiting to listen to a message as it is going to their voicemail. Thanks for your help. You are really keeping me thinking. Sorry for all of the questions.

Sue Van

 

[merlinman]

Let's do it this way....

Do a PRINT ALL, and email me the results.

That way I can determine exactly what is happening.

Let me know....

 

[SUSANVV]

Thanks. If you email me I will send you the printout. I am giving you my email address as you may not want to post yours. This is a Yahoo address: susanvanv@yahoo.com. When I get yours there, I will send you my main address with the printout. Thanks again for all of your help.

Sue Van