auto attendant and night service

[tdude]

Have a customer that has a merlin magix and merlin messaging.
they use the auto attendant only when they activate the night service (switch mode). tonight they called me to say that the auto attendant is not answering rather the "thanks for calling merlin messaging" is. Someone has been making changes and they did something I could not uncover. They don't have trunks only a pri. thanks in advance for your help.

 

[Dexman]

Maybe a little more info might help get the ball rolling. Can you give us a little more info on how the voicemail is set-up?

For example, is the voicemail supposed to answer right away or is it supposed to wait for a few rings?

If it ain't broke, I haven't fixed it yet.

 

[Telecomboy]

check the greetings: Both Day and Night for Auto-Attendant 1, see if they erased it. If not, they have probably steered the inbound call to AA2 or AA3 which would still have the default greeting if they haven't used them before.

 

[tdude]

the voice mail answers immediately when its in night service and there is no day greeting as they answer live from 8-5. I checked the auto attendant (#1)and the night greeting is still there. Also, I thought I had it figured-out when there were no lines assigned (merlin messaging), so I assigned the lines, but that didnt work. Thanks again for your guidance.

 

[merlinman]

My first thought is they failed to turn on the Night Service Button.

The reason I say that is it sounds as if you are hearing the DEFAULT DAY GREETING.

So, is the Night Service Button turned on?

If that fixes it, I would create a DAY GREETING that sounds just like the NIGHT GREETING just in case this happens again.

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

 

[tdude]

the night service button was on, because when they turned it off it rang unanswered. thanks.

 

[TouchToneTommy]

Is there a Weekly Business Schedule set up in the Merlin Messaging, and is the MM set to follow it? If so, the status of the NS button directs the calls to the AA, but the Business Schedule dictates which message plays when it gets there.

If that is the case, make it closed on all 7 days, or make it follow the switch mode, or record a message in the Day Menu.

 

[tdude]

I checked the schedule and its follows the switch mode. thanks.

 

[CarGoSki]

The way I setup PRI and AA is to use a group and build that group number as AAx. Put a member in the group and route the call to the group and off you go.

So maybe you should print pri, group calling and post the PRI routing. Whatever number you are dialing to get AA will appear in the route and you simply need to determine the destination then investigate the destination.