Automated Attendant On Only 1 Line

[tommy4687]

I have a Merlin Magix system that has mostly gone untouched but recently I have received a few requests for changes. As far as I can tell we have 2 phones lines coming into the system. The first line is the primary line that goes to the receptionist so that she can direct calls to the appropriate staff member. The second line goes to a food pantry that is part of our organization. You can call the food pantry directly from the outside using the 2nd number. Recently they asked if they can change just that line to go to an automated attendant so that it can play a recording with answers to commonly asked questions. Then, if the caller still needs to speak with a live person they can hold and the phone will ring in the pantry.

This seems like a reasonable thing to setup. However, before I make changes to the system, I would like to know for sure that I can set the automated attendant for that line/extension only. Is that possible?

 

[Telecomboy]

Yes you can. How depends on if you have POTS lines or a PRI with DID's for service.

 

[tommy4687]

The line that needs the automated attendant setup is POTS for sure. I did not look into the primary line enough to know if it is POTS or PRI. I am assuming that it would be POTS as well. Can you even mix the 2 on this system? Does that help enough or do I need to determine what primary line is as well?

 

[TouchToneTommy]

You assign the line for the Pantry to the Voice Mail Calling Group (770? whatever you dial to reach voicemail)
That will cause it to automatically be answered by the automated attendant. You might want to assign the line to AA number 2, if you are already using AA-1 for the main line. Then make the Dial-0/Timeout option transfer to the Pantry extension. Set the line on the Pantry extension to Delayed Ring, so they aren't bothered by the partial ring when the initial call comes in, and only rings when the call is transferred to them.

 

[tommy4687]

If I am understanding all of that correctly it is a huge help. Thanks.

Can all of this be done through the phone options or will I need to connect to the system through a computer?

 

[Telecomboy]

If you have the 4424LD+ telephone you can program it through the phone. If you press Menu, you should see an option for System Programming. If you do not see that then the phone is not currently set-up to be able to program the system.

 

[tommy4687]

We do have a 4424LD+ telephone and I just verified that the System Programming is an option. So I should be set to program with that. Is that process fairly straight forward? Any tips before I give it a shot?

 

[Telecomboy]

It's definitely not the most intuitive process, but if you have some knowledge you should be able to do it. Assign the line to vm calling group as TTT stated: Menu, System Program, Start, Extensions, More arrow, Group Call (or Call Group-can't remember), then enter the voicemail group-usually 770 but can be different, then lines, and add that line....Lines are usually numbered 801, 802, 803, etc so if you are assigning line 2 it would be 802.

You should also go into voicemail admin and add that line to the proper auto-attendant (if it is not AA1).

 

[tommy4687]

The assignment to 770 should already be done. This is a line that has been used for a while. They just recently decided to modify it. The part that I am most concerned with programming is Dial-0/timeout and the delayed ring. I have no clue where those options are without digging for them.

 

[Telecomboy]

Assigning it to group 770 makes the line answered immediately by the attendant. If it is not currently answered immediately then it is not assigned to 770.

The dial 0 is set via admin in the messaging system. Once logged in you need to go to the auto attendant that the line is assigned to and modify it.