Change pools/lines to AA

[blinking123]

Magix w/ merlin messaging programming question:

Pool 70 = #801 (a POTS line)
Pool 890 = #813, 814, 815, 816, 817, 818 (6 chnls from PRI)

Currently, AA1 answers all incoming calls on all 7 lines. We'd like to set up Pool 70 #801 to go to AA2 or no AA at all.

Can this be done and if so, what are the steps?

Thanks in advance!

Annie

 

[tdaugirdas]

Yes, it can be done. If you just want to remove pool 70 from voicemail, simply go to extensions, more, group calling, line/pool, enter your voicemail group (usually 770), and remove pool 70 (#801). If you want pool 70 (line 801) to go to AA2 instead - set up another calling group (say 789) and give it that pool 70. Then press overflow, 789, your voicemail calling group (770), numberbased, backspace and make 99, timebased, set to # of seconds delay you want before AA2 answers (4 seconds or so per ring). Exit out. Go into voicemail admin, setup a mailbox pointed to autoattendant 2 with the 789 number. Now administer AA2 to how you want it to work.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

Thank you, Tdaugirdas, for your thorough response.

I did remove pool 70/line 801 from the vm group 770 (inspect shows only 890 now) but calls are still being picked up by AA1.

So, what other info may I provide you to get to the bottom of this baffling issue?

Annie

 

[tdaugirdas]

Annie: If pool 70, which had line 801 has been removed from 770 - then AA1 should not answer that line/pool. Are you sure it is gone and that 801 wasn't in 890? Are you using any kind of overflow group to voicemail? If so, the line/pool (70/801)needs to be removed from that overflow group.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

Yep, I agree with you that it shouldn't be answering but it clearly has a mind of its own....(insert spooky music here).
I've copied some programming - may be you can see something that's causitive:
DIAL PLAN FOR LINES/TRUNKS
LINE # 1: 801 2813987
LINE # 2: 802
LINE # 3: 803
LINE # 4: 804
LINE # 5: 805
LINE # 6: 806
LINE # 7: 807
LINE # 8: 808
LINE # 9: 809
LINE # 10: 810
LINE # 11: 811
LINE # 12: 812
LINE # 13: 813 813VOIP
LINE # 14: 814 814VOIP
LINE # 15: 815 815VOIP
LINE # 16: 816 816VOIP
LINE # 17: 817 817VOIP
LINE # 18: 818 818VOIP
etc.
TRUNK INFORMATION
TIE TRUNK INFORMATION

DID TRUNK INFORMATION
Trk SS/PP Blk DiscTime Type ExpDig DelDig AddDig Signal InvDest
805 4/ 1 2 500ms Wink 4 0 TouchTone BkupExt
806 4/ 2 2 500ms Wink 4 0 TouchTone BkupExt
807 4/ 3 2 500ms Wink 4 0 TouchTone BkupExt
808 4/ 4 2 500ms Wink 4 0 TouchTone BkupExt
809 4/ 5 2 200ms Wink 4 0 TouchTone BkupExt
810 4/ 6 2 200ms Wink 4 0 TouchTone BkupExt
811 4/ 7 2 200ms Wink 4 0 TouchTone BkupExt
812 4/ 8 2 200ms Wink 4 0 TouchTone BkupExt

GS/LS TRUNK INFORMATION
Trk SS/PP Type OutMode RelDisc ChannelUnit LS-ID Delay
801 1/ 1 LS-ID TouchTone Yes N/ No
802 1/ 2 LS-ID TouchTone Yes N/ No
803 1/ 3 LS-ID TouchTone Yes N/ No
804 1/ 4 LS-ID TouchTone Yes N/ No
837 6/ 1 Ground TouchTone N/N/ N/A
838 6/ 2 Ground TouchTone N/N/ N/A
839 6/ 3 Ground TouchTone N/N/ N/A
840 6/ 4 Ground TouchTone N/N/ N/A
841 6/ 5 Ground TouchTone N/N/ N/A
842 6/ 6 Ground TouchTone N/N/ N/A
843 6/ 7 LS-ID TouchTone Yes N/ No
844 6/ 8 Ground TouchTone N/N/ N/A

GENERAL TRUNK INFORMATION
QCC QCC Extern
Trk SS/PP RemAccess Pool TlPrfx HldDisc Principal Prty Oper Switch
801 1/ 1 No Remote 70 No Long 4
802 1/ 2 No Remote No Long 4
803 1/ 3 No Remote No Long 4
804 1/ 4 No Remote No Long 4
805 4/ 1 No Remote No Long 4
806 4/ 2 No Remote No Long 4
807 4/ 3 No Remote No Long 4
808 4/ 4 No Remote No Long 4
809 4/ 5 No Remote No Long 4
810 4/ 6 No Remote No Long 4
811 4/ 7 No Remote No Long 4
812 4/ 8 No Remote No Long 4
813 5/ 1 No Remote 890 Yes Long 4
814 5/ 2 No Remote 890 Yes Long 4
815 5/ 3 No Remote 890 Yes Long 4
816 5/ 4 No Remote 890 Yes Long 4
817 5/ 5 No Remote 890 Yes Long 4
818 5/ 6 No Remote 890 Yes Long 4
etc blank

Thanks again - please let me know if there are other report sections you'd like to peruse.

Annie

 

[tdaugirdas]

Print out 770. Are you using any overflow groups for voice mail?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

DIRECT GROUP CALLING INFORMATION
Group # : 770 Group Type : IntegrtdVMI
Call Distribution Type : LINEAR
PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No
Message Waiting Station :
Queue Control Limit: 1
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 50
Prompt Based Overflow Option: No
Overflow to DGC group # : 777

Inspecting 777 shows no lines/pools...

 

[tdaugirdas]

OK - I see nothing. Do this: Set up an overflow group for voicemail (AA1). Use Group 791 if not used. Take ALL the lines/pools out of 770. Assign the memberless group, 791, all the lines you want covered by AA1. Overflow 791 into 770, number based 99, time based in as many seconds as you want it to ring before going to AA1 - it could be zero for immediate pickup. Now, if you want pool 70 to go to AA2 - use the same procedure. Setup an overflow grou (say 790). Attach pool 70 to it. Overflow it to 770 the same way as for AA1. Now go into voicemail admin. Set up a voice mail box for 791 - and point it to AA1 (I believe type 15). Do the same for 791 - but point it to AA2 - I believe type 16 - maybe it's 17 - I forget. Now, you should be all set.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

To make it simpler, if you want AA2 to answer line 801/pool 70, leave it assigned to 770, but in AA2's line assignment (within the Merlin Messaging) assign trunk 801.

Is your Operator's mailbox set to answer with the Auto Attendant? It's possible that the Operator's voice mail coverage is what is still sending 801 to the Auto Attendant.

Just assign 801/70 to an usused calling group, set that group's overflow to something ridiculously large, like 99 calls and 900 seconds. The caller will hang up before it ever overflows.

 

[blinking123]

Many thanks for the great suggestions - you guys are great.

Here's what I did:
Lines for GrpCall 770: 890
Lines for GrpCall 771: 70
Moved lines to overflow GrpCall 790 & 791 respectively per tdaugirdas but I'm not sure how to set up a voice mailbox for a GrpCall 790 or 791 so incoming calls routed the same as prior to moving the lines around (sorry, my fault for not knowing).

In Merlin Messaging, changed AA1 lines to only 813, 814, 815, 816, 817, 818 and added 801 to AA4.

AA1 answers all calls on 813, 814, 815, 816, 817, 818.
AA4 doesn't answer 801 - but hey! it's better than before. If AA4 doesn't answer because it needs something else, tell me and I'll do it.

a gold star on all of your foreheads...

 

[tdaugirdas]

You needed to set up two mailboxes. One for AA1 - which should be mailbox# 791. The second one for mail box 790 at either AA2 or AA4. To set it up, log into the admin mailbox ("0"), press 9 for sys admin, press 2 or 3 for mailbox admin (I forget the choice), enter 791#, enter 3 (for automated attendant mailbox),enter 1 (for AA1), enter 6 (for no telephone), *# to exit. Then got through the same process for AA2 or AA4 - wherever you want 790 to be answered. You don't have to assign lines in messaging - if you assigned lines to the VM overflow groups. So you could go back and remove the lines you assigned to AA1 and AA$.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

Here's what happened:
Merlin Messaging Sys Admin,
press Opt 2
entered 790
Says not assigned, 1 for mailbox, 2 for trnsfr only, 3 for AA
press Opt 3 for AA
enter AA number = 1
finish

Did the same for 791 with AA 4, but the calls aren't being picked up by AA 4.

??? thanks again, tdaugirdas!

 

[tdaugirdas]

OK - let's not get the overflow groups mixed up. What is Group Call 771? Delete that group - you do not need it. I assume you have 791 overflowing to 770 and also have 790 overflowing to 770. Remove pool 890 from 770, and attach it to 790. Assign pool 70 to whichever overflow group is going to AA4 - I guess that is 791.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

Sorry about any confusion - grp call 771 was in the original configuration but is not utilized in the current conditions.

Current set up:
Grp Call 790 has Pool 890 and Overflows to 770.
Grp Call 791 has Pool 70 and Overflows to 770.

But here's where I'm lost:
In Merlin Messaging under option 2 "Extension Administration" - newly built extension 790 associated with AA1 and newly built ext. 791 is associated with AA4.

However, in Merlin Messaging we've not ever had an extension built that matched the Grp Call - i.e, there is no extension 770 (the original config GrpCall) ...

Thanks for taking the time on this, tdaugirdas.

 

[tdaugirdas]

You don't need one for 770. 770, I assume, is set up as an integrated voice mail group, linear type hunt. Since you are using the overflow groups to attach lines/pools - you don't need them attched to 770. You also don't need them attached to the AA's either. If you call line 801 - will AA4 now answer?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[blinking123]

nope... it just rings and rings... which, frankly, is fine. I'm beginning to think it's the way the loop is connected to the Magix - whenever 801 gets an incoming call, a PRI channel and 801 light up simultaneously on the attendant console. Quirky, eh?

Thanks for all your input - it's very much appreciated.