Calling group covered by Merlin Mail R3?

[ScoTTeL]

I have an R7 system with a merlin mail R3. I have a calling group 869 that has a couple of members in it. 869 is actually the last three in a DID that has an 800 number pointed at it. This system is large with 3 PRI's coming in.

I need to configure so that when all agents in calling group 869 are busy or go ring no answer, the voice mail picks up. I have tried everything I know of and can't get the calling group to be covered by VM. I have read other posts on setting up a loop from a single line extension to an unused trunk. I do not want to do this. This limits to one call coverage unless holding in que and such.

Isn't there a way for VM to directly cover a calling group?

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page

 

[merlinman]

In regards to:

Isn't there a way for VM to directly cover a calling group?

Yes there is.

Set up a MAIL BOX in your old R3 Merlin Mail and set up OVERFLOW from your 869 to your Voice Mail Group.

You will also want to set up (In the Legend) a "MESSAGE RECEIVER" extension for group 869.

That should do it.

 

[tdaugirdas]

To clarify, set up a voicemail box for extention 869 in the Merlin Mail R3, then as Merlinman noted, set up calling group 869 to overflow into your voicemail calling group (usually 770). Calling groups usually will ring 5 times to a phone in the calling group (factory set). From extentions, more, choose overflow and enter 869, enter, then the voicemail calling group (usually 770), enter, number based, enter, backspace out 1 and enter 99, time based, backspace out 0 and enter 16 - for about 4 rings before the call flows to voicemail. As Merlinman suggested, in system programming, under extentions, more, Grp Calling, Message, enter 869, enter, and choose an extention to have its light turned on/off for any messages left in mailbox 869.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ScoTTeL]

I have it set just as you suggested. If all agents in the group are busy, it rings busy. If no one answers, it continues to ring. Any other ideas??

ScoTTeL Office Solutions
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[merlinman]

How is your calling group programmed?

Auto Log In? or what?

 

[ScoTTeL]

Yes it is set to autologin.

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page

 

[ScoTTeL]

I have tried this many ways. I followed the suggestions here with autologout and ES2 button. Every way produces the same result. If an attendant is loged in wheather from autologin or ES2 with autologout, and the call goes unanswered, it rings forever with no voicemail coverage. If no one is logged in, the number pointing at this calling group rings busy.

To recap:
I have calling group 869, this is a DID coming in on a PRI last three of the 7 digit number.
I need it to go to voicemail coverage if no one answers or if all agents are busy. Overflow for 869 is 770(vm calling group). Number based is set to 99. Time based set to 16. Prompt based set to no. Que control tried setting at both 0 and 99, same result. Hunt type tried both linear and most idle, same result. Calling group type tried both autologin and autologout with ES2 button on stations, same result. I just can't seem to get the voicemail interested in covering this group. Yes, there is a box 869 in VM. Also group 869 has message receiver as 125, one of the group members.

Any ideas? Does anyone else cover a calling group with VM. Can you do a printout of setup for me?

This is geting critical for me now!

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page

 

[tdaugirdas]

Maybe the AA is not picking up because there is no "phone line" associated with the calling group. Usually when I have a calling group set up to be covered by voicemail - that calling group also has one or more phone lines attached (under extentions, more Grp Calling, Line/Pool). Why don't you add a member to the group from your 012 card and loop that extention# to a line port. Then add that line port to the calling group - and see if the autoattendant picks up.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ScoTTeL]

This particular client has 3 PRI's and the 869 is a DID off of them. If you do the 012 with loop to a line port it limits the inbound calls to only one.
Also I am trying to send to a voicemail box and not an AA.

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page

 

[tdaugirdas]

Scott - the group isn't covering to voicemail because "869" is not in the cover group (usually 30) being covered by 770.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ScoTTeL]

How do I get this to happen? You cannot add a calling group to a cover group, so what is the answer? There has to be a way to do this??

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page

 

[tdaugirdas]

Scott: There is no way to put it in 30 - my point is voicemail either covers an extention number (the ones in Group 30) and/or it covers specific phone lines. Since 869 has no lines - VM cannot cover on a phone line basis; and since it is not in Cover Group 30 - VM cannot cover on a covered extention basis. So, I am not sure what else to suggest you try.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[ScoTTeL]

Okay guys it is working! Thanks for all of your help.
Final result was:

Overflow to 770(voicemail)
Number based 99
Time based 20
Prompt based no.
Hunt type Most Idle
Group type Autologout
Placed ES2 button on operator stations to log in and out.
Que set to 99

I don't know what was wrong when this was setup the first time and did not work. If any operators are logged in, the number will just ring and ring. If no agents are logged in or all are busy, goes directly to voice mail.

Again, Thanks to all!

ScoTTeL Office Solutions
PBX, Fiber Optic, Cabling and Networking Installation and Service. See me on Sundance Communications Installers Link Page