Auto attendant transferring back to the operator 3

[TedBWild]

Hello all, this is my first experiance dealing with a merlin messaging system so I'lll try to be as detailed as possible.

Everything is setup and works nicely,auto attendant answers and gives callers their choices, but when the caller presses a button for a specific extension, its simply transfers them back to the operator. ( I have selector codes 1 - 7 assigned to extensions 11 - 17)

I know the extensions are correct because I can transfer calls correctly. Also, say if I do transfer a call, and no one answers, the voicemail is not picking up at that extension, even though I know i assigned mailboxes to every extension. I did notice that when the call bounces back to the operator, on the MLX-20L it says "Return EXT18"

I believe the 18 is from some steps a representative at the company we purchased it from had me go through when we were unable to access voicemail..

>>> Hit:
Start, extensions, more arrow, group calling, members, 770 enter, 18 enter, 19 enter, members for 770, press back, hunt type, 770 enter, linear, etner, more arrow, group type, 770 enter, integrated voicemail, enter Then exit
Then when you hit intercom 770 you will be prompted into voicemail 0# 123456#

Thanks for any help anyone can give.

 

[TedBWild]

Oh btw... it is a W/CKE5 processor, with a 408MLX GS/LS and Merlin Messaging Module.

 

[tdaugirdas]

You did not "rotary enable" the Merlin Messaging's voicemail ports. This will only allow transfers to the operator and the message lights will not work.

So: press menu, system program, start, extentions, more, more, rotary enable - and now enter the voicemail port extention numbers. Press Home to exit.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TedBWild]

Thanks I was doing some more reading and noticed everyone talking about the rotary enabled feature. How do I know what the voicemail port extension numbers are?(as I have not changed anything I would assume they would still be at a default setting?) Thanks.

 

[tdaugirdas]

They probably are - just dial each extention number you think may be a voicemail port - and if voicemail answers - you have the correct extention number for a VM port. If your voicemail has 2 ports - you rotary enable both of them - if it has more - do them all.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cowpokes]

Is Cover Group 30 set up as the group in Calling Group 770. Then you need to add those extensions 11-17 into cover group 30.

Start, extensions, more arrow, cover group, 30 enter, 11 enter, 12 enter, 13 enter, 14 enter, 15 enter, 16 enter, 17 enter.

This should make the extensions go to VM.

 

[TedBWild]

Thanks. I am still unsure of what the voicemail port numbers could be. On the Merlin messaging Module, the bottom 2 are lit green, "Port 1" and "Port 2". I tried entering 1 and 2 at the rotary enabled prompt but thats not it.

 

[TedBWild]

Thanks tdaugirdas, they were extensions 18 and 19. All calls now get routed correctly. Thanks again.

cowpokes, adding them to cover group 30 let the phone ring a few times at the extensions before voicemail picks up? Thanks.

 

[TouchToneTommy]

>>> Hit:
Start, extensions, more arrow, group calling, members, 770 enter, 18 enter, 19 enter, members for 770, press back, hunt type, 770 enter, linear, etner, more arrow, group type, 770 enter, integrated voicemail, enter Then exit
Then when you hit intercom 770 you will be prompted into voicemail 0# XXXXXX#

You answered your own question above - Your voice mail ports are 18 & 19.

 

[TedBWild]

Basically when someon selects a a choice, I want it to ring 4 or 5 times, then have th evoicemail for that extension pick up. Thanks.

 

[TedBWild]

I added the extensions to group cover 30, but now instead of ringing non stop at the extension if no one answers, it transfers it back to the operator after 5 rings.

 

[tdaugirdas]

That's because there is another step required. Did you set up a Calling Group for Voicemail (e.g., 770). If so: press menu, system program, start, extentions, more, group calling, group coverage - keyin 770 enter, then keyin 30 enter.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TedBWild]

Thanks guys. Works perfect.

For some odd reason, on the "night" schedule... even though i've code selected 2 to transfer to ext. 12 etc... when a caller presses 2.. it says "extension 2 cannot be reached".. but if I press 12.. it transfers correctly.

 

[tdaugirdas]

There is no extention 2. Extention numbering starts at 10 - and then goes up sequentially 11,12,13,14,15, etc. If you want to check the extention number of the phone you were trying to transfer the call to - go to the phone - press Feature and dial 00. It will say "Program Extention xx" on the display. Then go back and fix your selector code in the autoattendant.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TedBWild]

Thanks again. It works great, except one more question. The message light is on on the operators phone (the MLX-20L.) But that extension does not have any voicemails, neither does any of the other extensions. Is there a way to check (or know why) tthe message light is on? Thanks again for everyones help.

 

[TouchToneTommy]

Check mailbox 9991 - the General Mailbox for Auto Attendant No. 1 and the default Night Timeout/Dial 0 destination. Then change the Night 0 selector if that's not what you want to happen.

 

[TedBWild]

Thanks again to all who have helped. Was wondering if it is possible, only on the night menu, to have all phones ring 5 times, then have the auto attendant pick up. (The day menu is great with auto attendant picking up first thing.) Basically if only one of us is in the office afdter hours, it'd be nice to be able to answer any phone.

 

[TouchToneTommy]

Run the system in "reverse" - set it up for Delayed Call Handling, make your 5 extensions have immediate ring, record your Day Message in the Night Menu, and your Night Message in the Day Menu. Label the "Night Service" button as "Auto Attendant ON" to make it answer immediately.

Or, keep the recordings the same, set it to follow the Business Schedule, and do the same as above for the delayed call handling/night service.