AA Answers Too Fast 3

[bdw01]

Hi All,

I have an MLM-007 and am having difficulty getting the following to work correctly:

Trunks (Pool 70) Assigned to Group 771 (empty group)
Group 770 (VM Sys) set as overflow with 99 calls, 20 secs
Cover Group 30 (ext w/ VM boxes) covering 770 with 3 ring delay for all extensions.
Delay on AA ports
No Delay on VM ports (although all ports are AA ports)

What is happening is when someone calls, the operator extension rings about 4 times and if no answer the AA picks up and the timeout is set to go back to ext 10 so they can be sent to the mailbox. However, when going back to ext 10 it rings 10-12 times before VM picks up and callers are just hanging up before then.

I turned all ports no delay in VMS programming and then the phone just rang once and the AA picked up, then when sent back to ext 10 the VM picked up after a few rings as desired.

How to I get the two to meet in the middle? I would like it to ring a few times, then go to AA if no answer, then back to ext 10 if necessary and have VM pickup within a few rings. It seems I would set AA to no delay and somehow set a delay for the phones. I did program Cover Delay for all the extensions in Group 30 for 3 rings but that does not affect the initial call. Is there a way to set a delay for an entire group or extension apart from Cover Delay?

Thanks!

 

[tdaugirdas]

It does not sound like you setup overflow correctly. You should have Group 771 overflowing to 770 with the settings specified. You should not be using any delay under system parameters in voicemail programming.

If ext 10 (Operator) is covered by other phones - you will need to set VMS/AA, Transfer Return (under Auxiliary Equipment) to 6 or more rings - AND set Transfer, Return Time (under Options) to the same number of rings (i.e., 6) - otherwise the returning calls will never get to her personal mailbox.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[bdw01]

Hi Tom,

I have 771 overflowing to 770. Cover group 30 has my ext's w/ vm boxes and covers group 770. When I go into VMS programming and turn off delay on AA/VM ports, the AA picks up after 1 ring. The ext's in Cover Grp 30 have their ring delays set to 3 rings. The Overflow settings are 99 rings and 20 seconds (approx 5 secs per ring = 4 rings.)

When I turn delay back on in VMS programming, the AA picks up after 4 rings or so, but then transfers to VM take 10-12 rings. I checked the return times as you specified and both are set to 6.

Is there a way to turn delay off under VMA programming and have the AA pickup after 3-4 rings? Like under a group setting or something?

Thanks!

 

[TouchToneTommy]

All of your VM/AA ports should be set to immediate answer.

Double check that the lines are assigned to 771.

Incoming calls "ring" in 771 (as well as the Operator's line appearances), then overflow to 770, where they are answered by Mailbox 771 which has a class-of-service of 15 to point to the Auto Attendant.

 

[bdw01]

Yes that is exactly how it is set up. I double checked it. Still just 1 ring and AA answers.

Since it seems it is overflowing to 770 after one ring instead of the 20 seconds as specified in the overflow settings, would the issue be with group 771? Or maybe it's some obscure setting somewhere else (as I have learned with this system...) For now I'll try setting the overflow to 60 seconds or something and see what happens....

Thanks!

 

[glg01]

You are making these settings with group 771 and not 770...correct? lg

 

[TouchToneTommy]

What happens if you just dial 771 from an extension? 20 seconds of ring and then the AA?

 

[bdw01]

Lg - yes, all settings are on 771.

Tom - When I dial 771 I get a ring with a beep at the end like it's busy.

Thanks!

 

[glg01]

Verify you are overflowing to group 770. lg

 

[bdw01]

Lg - yep overflow is to 770 with 99 calls and 60 seconds

 

[TouchToneTommy]

So if you dial 771 internally, you get the 20 second delay and then the AA answers.

So the lines are getting to the AA some other way.

Are the pools assigned to the VM ports with Immediate Ring?

 

[bdw01]

No, if I dial 771 internally I get a ring then a low-beep as if the extension is busy. It just rings and rings.

 

[TouchToneTommy]

No, if I dial 771 internally I get a ring then a low-beep as if the extension is busy. It just rings and rings.

Then it's NOT overflowing to 770. Double check the 771 overflow settings until you can call 771, hear ring-beep for 20 seconds, and then reach the auto attendant.

 

[tdaugirdas]

Are you sure you set up a mailbox for 771 in voicemail admin - and set the class of service to 15??

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

I would suggest that you PRINT and POST your calling group info, that is if you have WINSPM.

http://home.comcast.net/~merlinman

 

[bdw01]

Hi Guys,

Thanks for the responses. I did printouts of grp 770 and 771 and found a couple things...mainly that 771 was still set as an overflow for 770 and 770 was an overflow for 771. So I removed 771 as an overflow. I also set the queue priority to 15 for grp 771 and 16 for grp 770 (I think the printout shows it still 16 for 771.)

I had the cover delay set to 60 seconds when dialing 771 internally before when I said it was ringing forever. I set it back to 20 seconds and when I dial 771 internall it ring/beeps for 20 seconds and the AA answers, so it is overflowing correctly it seems, just the outside lines (which are assigned only to 771) are somehow getting to 770 first.

The docs are at:

http://www.secantrealty.com/docs/grp770.pdf

http://www.secantrealty.com/docs/grp771.pdf

Thanks!

 

[tdaugirdas]

I'm befuddled - what is this about setting queue priority??? You were supposed to dial into the 007's voicemail admin mailbox (9997) - get into programming - and setup ext 771 as an autoattendant mailbox - type 15. You obviously have not done that. As for what you did with overflow is also quite confusing. 770 should not be overflowing anywhere. 771 should be set to overflow to 771 after 20 seconds - period. The lines/pools should be assigned to 771.

If you have not done the above - then it won't work!

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[bdw01]

Hi Tom,

Mailbox 771 is COS 15
770 is the overflow group for 771 (i.e. 771 overflows to 770 after 20 seconds)
Cover Group 30 is assigned to 770
All incoming lines (only 4, in Pool 70) are assigned to 771

According to what I've been seeing here, the groups are setup correctly, so there must be something else that is causing 770 to answer before 771. If I dial 771 internally it rings 20 seconds then the AA picks up, so it is working internally.

Thanks!

 

[tdaugirdas]

Perhaps your Night Service button is "on". That would eliminate the overflow. I assume 770 is setup as an Integrated VM group with linear hunting.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[bdw01]

Hi Tom,

Night Service is not on. 770 is integrated VMI with linear hunting.

Is there something else I should be checking? Like line assignments to extensions, etc? Not sure where else to look.

Thanks again for all of your help!