Auto attendant mixups

[pixboy]

We have a Merlin Magix system that we originally had set up for two separate companies. The two companies had their own incoming phone lines. (The system says the first company's lines were 801 through 805; the second company's lines are 817 through 822.)

As it was originally set up a couple years ago, everything worked as it should. Calls that weren't answered by a human went into the auto attendant, and the auto attendant messages were different for the two companies. A few months ago, something caused the auto attendants to become mixed up. The company that had set this up for us basically said it wasn't possible to have two different auto attendants, which is obviously not true since it worked before!

We've recently had problems where people getting the auto attendant at off hours were getting the wrong AA message. I checked, and we had both day and night menus set up for AAs 1 and 2. In troubleshooting, I could get different versions to come up depending on which line I came in on. So it leads me to believe it's a matter of assigning a particular AA to each line. However, I don't know what they're set to now. Is there any way of determining the present configuration before I change it? I have WinSPM, but I don't find this information anywhere, probably because it has more to do with the voice mail part of the system.

The "first" company mentioned earlier is soon to be no longer, so much of this will become moot. Is there any way to completely delete all the settings of an AA so it'll revert to the defaults? I think that might be the best way for us to proceed.

Ideas would be greatly appreciated. I'm sure I'm leaving out plenty of important details, but there seems to be way too much to post initially.

Thanks!

 

[t3chhelp]

If you have a merlin messaging 2.5 then you could use the lan administration tool. 2.5's are supposed to come with a admin and documentation cd. To find out what release you have go into your administration mailbox(0) and enter 7.

 

[pixboy]

Unfortunately, that choice says I have "release 118" (I'm guessing 1.1.8 or something like that). Any ideas where to go from there?

 

[TouchToneTommy]

How are you sending calls to the Auto Attendant? I notice that you say they are calls not answered by a human. Does this mean that they are sent to the Auto Attendant on a delayed basis?

Typically, for delayed AA, you assign the lines to a calling group with no members, set it to overflow to the Voice Mail calling group after a certain number of seconds, and create a mailbox that points to the Auto Attendant (No. 1, 2, 3, or 4)

Then for Night Service, the Operator has a Night Service button, and sends calls to the Voice Mail calling group for immediate answer after hours. In the Auto Attendant programming, option 6 is for assigning lines to the auto attendants, anything NOT assigned to AA 2, 3, or 4 will got to AA No. 1.

 

[SuperTanker]

You can assign up to 10 Automated Attendant Extensions. An Automated
Attendant Extension is one that sends the caller to one of the four Automated
Attendants.
When you assign an extension as an Automated Attendant Extension, you are
prompted to:
• Identify whether a telephone is associated with the extension. If a
telephone is associated with the Automated Attendant Extension, calls
transferred to that extension from the MERLIN Messaging System ring at
the telephone and, if unanswered, are handled by an Automated Attendant.
If a telephone is not associated with the Automated Attendant Extension,
calls transferred by the MERLIN Messaging System do not ring at a
telephone, but go directly to the Automated Attendant Service.
• Administer a Directory Listing or Recorded Name. Users and callers
can use up to a 10-letter Directory Listing to address or transfer calls. (In
Release 1 or 1.1, up to a 4-letter Directory Listing is available.) The
Automated Attendant Extension name can also be recorded.