Access Merlin Legend R5 with Merlin Mail Remotely

[jsjungle]

I am having difficulty accessing a Merlin Legend via WINSPM with Merlin Mail remotely. When I call in on their T1 line, the auto attendant answers, but when I try to transfer to extension *10 or **10 via WINSPM, the systems responds with "your call is being transferred" and the call ends up with the auto attendant. Any ideas how I can get around this problem?

The other question I have that is related to this one, is in response to a previous post where some wrote the following with regards to remote access via WINSPM:

"What you do is setup WinSPM on your laptop or remote PC. The line cord to your PC's modem should have a splitter. One end goes to the modem, the other to a t/r set. Open up your WinSPM and create a connection location as remote, and set it to use the com port on your PC that the modem is on. Pick up the phone and call in to a person on the Merlin, have them transfer you to *10 and when you hear modem tone, click connect on your WinSPM."


I am following all of these steps, but the modems won't talk. I have a splitter connected to an analog extension port on my IP Office. From there, one line goes to the internal Agere 97 modem on my PC, and the other goes to a S/L phone. I dial the customer's number via the S/L phone, ask to be transferred to *10. When I hear the modem tone, I press 'connect' in WINSPM, and nothing happens. My modem just sits there while the Merlin Modem makes noise. Any ideas on how I can make this work?

Any help is greatly apprecaited.

 

[tdaugirdas]

Just be patient - and DO NOT hang-up the single-line phone - just gently place it down somewhere after you hear the modem tone and press "connect". If you hang-up the "joint" single-line phone - in most cases you will immediately lose the modem connection. Depending on connection quality, it may take you several tries to connect - and, unfortunately, you can lose the connection from time to time - and have to start all over again.

To dial in remotely and transfer yourself to *10 - you need to setup remote access and barrier code through system programming. If you do that - you do not need to ask someone to transfer you to *10.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jsjungle]

Tom,

Thanks for the quick reply. I think your response might be the problem I'm having:

"To dial in remotely and transfer yourself to *10 - you need to setup remote access and barrier code through system programming. If you do that - you do not need to ask someone to transfer you to *10."

I haven't set up the remote access/barrier code. Do you have a brief description of how that is done?

However, I have also tried to do this locally on a Magix by plugging into a T/R port on an 016 T/R port and I'm getting the same problem, the modems won't talk. I have tried both hanging up the S/L set and leaving it off hook and it doesn't seem to matter. Do I still need the barrier code even in this case?

 

[tdaugirdas]

If you connect on-site - you have two options: via the processor admin port using the computer serial port or via the modem connected to an 016 module. For the admin port you need the AF355 adapter plus the DB25 to DB9 serial adapter. For the 016 module - just run a regular RJ11 patch cored from your laptop to the 016 card. You do not need the single-line phone. When you fireup WinSPM, choose, direct connection, via modem - and be sure to setup the modem parameters as indicated in the "help" screen - it will give you the option to do so and also give you the correct parameters for your computer OS. Once you direct connect via modem, you will be prompted for a processor password, use "craftr4" - unless someone set it to something else. You only need to use and leave off-hook the single-line phone when trying to connect via modem remotely.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

This is from a prior post by "bsabi":

To set up a barrier code:
winSPM
Sys program>start
Lines/Trunks>remote access

under lines/trunks make it dedicated
under nonTIE make barrier code required
set the restriction to outward restrict
set ars restrict to 3

Do the same for TIE lines

under Barrier Code
sprog/maint - 1
code info - set code length to 7
code entry - whatever 7 digits you choose
restriction - outward restrict
ARS restrict - 3

This will keep anyone from using the DISA to call outside of the switch and allow you to dial in. Do not forget when you call in over the DISA line to wait for the stutter tone, enter the barrier code, get return dial tone and enter *10. You will here the modem connect.


Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jsjungle]

Tom,

1. Thanks for the tips. The Barrier Code trick works well. I'm guessing the only drawback here is that the line must be dedicated to the task of remote access. How does one use the 'shared' feature? If I use this, can the line be used both for incoming calls and for remote access? If the shared feature isn't an option, can I use a DID for remote access or does it have to be a line?

2. The reason I was asking about the local connection is because I was trying to duplicate the process of accessing a remote Merlin without having to bug a receptionist. Everything looks fine when I use the S/L set, but I can't get the two modems to talk, I'm guessing the problem lies with the internal Agere modem in my PC. If you have any other ideas on this problem, let me know, otherwise I may try using a modem than the one in my PC.

3. Last questions, when I access a Merlin Messaging auto attendant I can get into the switch with WINSPM by typing **10. What command gets me into Merlin Mail with WINSPM? Is the only way to access through operator transfer or Remote Access (DISA) & Barrier Codes?

Sorry about all of the questions, but I'm fairly new to the Merlin system (about 3 weeks). You've been very helpful.

 

[tdaugirdas]

Well, you can use Merlinman's old loop-back trick. That is setup an an unused 016 or 012 extension port as a transfer only extension in the voice mail system. Run an RJ11 patch from that 016/012 port to an open line port in the system. Make that line port a dedicated remote access line and set up the barrier code. When you dial into the AA, transfer to that extension you set up - and proceed as indicated before to make your remote connection.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jsjungle]

thanks, that is a good trick, avoids me having to waste a phone line for remote access and prevents me from bothering the receptionist.

What about a command from the Merlin Mail Auto Attendant (lik**10 from Merlin Messaging)? Is there a command from Merlin Mail that will take me to the modem so I can connect with WINSPM?

Thanks,

Jered

 

[tdaugirdas]

Nope - you have to use the loopback trick on those older voice mail systems - credit to Merlinman.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

You can use a DID number for the Remote Access feature by renumbering the stock number 889 to whatever spare DID number you have available and setting a barrier code to use with it, unless you already have one setup.
(When sending the digit string on remote access you don't need a pause between the barrier code and '*10' only after the number called, ie: ATDTXXX-XXXX,,,,,1234567*10).

The Remote Access feature via 'shared' line will work also, but only when the switch is in NITE mode. So I would use a backline or equivalent.

You can setup and use both methods. This provides a backup access if the DS1 facility or DID trunks die and you need access.

The 'loop-around' method is the only version that will work with AutoAttendants. (With this method you need two sets of pauses and you will have to do some trial and error to get it right. Because you are dealing with two items - AutoAttendant and Remote Access - they both need pauses for answering).

Hope this helps!

....JIM....

 

[jsjungle]

Tom & Jim,

Thanks for all of your help. I'm going to pursue the loop-around method once I get back on site and can physically hook up the necessary connections.

-Jered