Calling Group Voicemail Coverage 3

[Phoneguy15]

Have a site with a calling group for the Loan Dept. There are 5 members in the group, it is set for auto login and group ring. I have built a Phantom mailbox in the Merlin Messaging system (R4 by the way) with messages being sent to mailbox x119.
I set the Number based overflow to 99. I set the Time Based overflow to 20 seconds and set 770 (voicemail group) as the overflow destination.

When I make a test call to the group it goes directly to the voicemail without ringing any of the extensions in the group.

I set up a new test group (780) added the same members to it but did not build any overflow destination or a mailbox for it and calls ring to the extensions in the group.

I then built a phantom mailbox for the test group (780) but did NOT set any overflow destinations and made a test call.

The call went straight to the voicemail without overflow set for the group!

The result I am looking for is to have the extensions in the group ring (unless DND is on) and then after 20 seconds go to the mailbox greeting for the group. Once the message is left I would like that message to appear in the mailbox for one of the extensions in the group.

What am I over looking?

The Magix and the Messaging are both at R4 by the way.

Thanks in advance for your help.

Todd

 

[merlinman]

I would suggest that you PRINT & POST the GROUP CALL INFO for the Group you are trying to do this with.

That way, we can see what may be wrong here.

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

 

[Phoneguy15]

Thanks for the reply Merlinman.

Here is the printout for the calling group:

DIRECT GROUP CALLING INFORMATION


Group # : 774 Group Type : AutoLogin
Call Distribution Type : GROUP RING

PryAnn No. EXT # LABEL Messaging Announcement
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Messaging Announcement # for Secondary Announcement:
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 99
Overflow Threshold (Time): 20
Prompt Based Overflow Option: No
Overflow to DGC group # : 770

Group Coverage :

Member No. EXT # LABEL
1 119 CHARLOT
2 115 CHRISTI
3 136 ALLEN
4 116 MAURA
5 135 MELISSA
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION



Group Priority: : 16
Support Group: :

Home Group(s)/Priority :





By the way I did check and make sure that the extensions in the group did NOT have DND active when I was making the test calls.

Thanks again for your help,

Todd

 

[TouchToneTommy]

Group Ring will not overflow unless all the members are logged out.

You need to switch to Linear or Circular hunting, or rethink going to a phantom extension with primary coverage buttons on the phones, or shared system access buttons.

 

[merlinman]

Tommy, he says it is going IMMEDIATELY to Voice Mail.

I must admit that is weird.

However, I think your best bet would be to make the group AUTO LOG OUT and use CIRCULAR hunting.

The GROUP CALL feature of the LEGEND/MAGIX is the most powerful, well engineered feature it has.

But, it has to be used the right way to get that POWER.

So, you gotta' tell the AGENTS something to the affect of:

"If you want a paycheck, LOG IN when you are available and LOG OUT when you are not."

The only thing I can think of that may be causing the lines to go to VM right away is that they are assigned to the VM Calling group or they are getting there some other way.

As TOMMY said, Group Ring WILL NOT OVERFLOW.

Are they landing in 119's Mail Box?

I would bet NOT 'cause you didn't specify that in the PROGRAMMING of the CALLING GROUP.

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

 

[Phoneguy15]

Tommy and Merlinman,
Thanks for the reply's.

The calling groups only go to voicemail when I have a mailbox built in Merlin Messaging.

Even if there is no coverage or overflow setup it will go to the mailbox matching the calling group number (CG780 to MB780 and CG774 to MB774). Even when the extensions are logged in.

I thought that maybe it was because I set the mailboxes up with Phantom Mailbox destinations, so I built them and simply set them as mailboxes with no phone but no Phantom Mailbox destinations. The calls still went directly to the mailbox without ringing any of the extenions in the group.

I will go ahead and setup a phantom extension and give the group members coverage buttons for it.

To answer your other questions Merlinman, all the main lines on the phone system are assigned to the voicemail calling group so the AA can answer the calls immediately and the test calls to the Calling Groups were going immediately to the Phantom Mailbox greeting. So, calls to CG780 were going to phantom mailbox 780's greeting.

I did not actually leave a message to see if they were being sent to mailbox 119 or not because I was trying to figure out the why they were going to the VM system without ringing any group extensions first.

Todd

 

[TouchToneTommy]

When you made the mailboxes, did you set the phone status as "with a phone"? And did you test the calling group by just dialing 774 from a phone instead of dialing into the auto attendant and having that do the transfer to the calling group?

 

[Phoneguy15]

No. I made the mailboxes without a phone and did not try it directly from another extension. I was going through the AA to reach the Calling Groups. I set an unused selector code to transfer to the extension number of the Calling Group.

 

[TouchToneTommy]

If the mailbox is set to "without a phone", the auto attendant won't transfer the call to the extension number, it will send it directly to the mailbox.

Change the phone status, and you should be good.

 

[Phoneguy15]

Tommy,
That was the final piece to make it all work!

Thanks for all of the help guys.

Todd