Day/Night Service 1

[spock2054]

I have a Merlin II which has been upgraded to Legend 4.2 and a Merlin Mail R3.0. I believe I have successfully programmed the Merlin Mail, (subject to revision), and I am having a problem programming the Legend. This is my first Legend and it's a bit older than others I have programmed. I have 7 trunks coming into the Legend. I need to program the Legend to have the day automated attendant 1 pick them up after 4 rings during the day and 6 of the trunks, (801, 802, 804 - 807)picked up immediately at night by automated attendant 1. I then need to have the remaining trunk, 803, to be picked up, I am presuming by night automated attendant 2, to allow direct extension transfer as that is our back door. I would appreciate any assistance anyone could provide. Thanks.........RJ

 

[ken07734]

For delayed auto att, create a hunt group , make it intergrated voice mail, assign the lines to that group, give it a overflow to the real voice mail hunt group. also assign the lines to the console so the operator can pick them up within 4 rings, if not it will go to voicemail and auto att. for night service, go into nite service and add all the lines you want to the nite service lines, add the att (10, 100??) whatever the extension is to the calling group for vm. add the nite button to the att. when you press this in the calls will go directly to auto att. hope this helps....

 

[spock2054]

Thanks for replying ken07734. What you have posted is understood however, being new to Legend programming. I am having trouble finding it. If you, or anyone else could point me in the right direction with a few specifics I would appreciate it. I am using WinSPM.

Thanks

RJ

 

[spock2054]

Thanks for replying ken07734. What you have posted is understood however, being new to Legend programming, I am having trouble finding it. If you, or anyone else could point me in the right direction with a few specifics I would appreciate it. I am using WinSPM.

Thanks

RJ

 

[ken07734]

When using WinSPM you are limited to what you can use in gedi mode. if you know how to use spm just use that emulation, it's faster.



From the main menu:
sys program, exit,
extensions, page up, group calling, page up, group type, enter 771, chose integ vmi, enter, exit, exit, line pool, 771, enter 801-880 only the lines that you want to go to attendant. exit, overflow, 770, enter, chose number base, delte the number in there and put in amount of rings for delay answer. exit to main menu.


this will allow you to have the console ring x amount of times before going to auto attendant.

 

[ttech]

Ken,

Your method only works on R5 or newer Legends and the Magix and it is not quite right.

Number based over flow is for number of calls in que Not number of rings.


The procedure is:
A- you assign the lines to a "phantom calling group" like 771 that has NO MEMBERS (group type can be auto login)

B- you Assign the VM group 770 (or whatever it is) as the overflow reciever for the phantom calling group 771

C- Change the Number Based over flow to 99

D- Set Time based over flow for 5 seconds for each ring of delayed call handling you want For example if you want it to ring 5 times before going to the Automated attendant Set the TIME BASED OVERFLOW to 25 senonds

BUT time based over flow came our in R5 and he has an R4.2

When you have lines ring on a phone and in a group The group takes Priority of the coverage of the call. So if the DLC is set for 3 rings and the group for 4 (20 seconds) It WILL follow the 4 rings and overflow to VM . Then if someone presses Zero it is only the operators call and will follow the coverage on the operator.

Depending on the VM system you may have to create a MB 771 and give the AA1 class of service Which in has case is COS 18

Don

 

[ttech]

my Mistake it should say Class of service 15 for AA1

Don

 

[ken07734]

This is true, I was in the middle of something and tried to reply the best I can. Same idea, just need it time based instead. as for coverage on the operator, I usually do not put coverage on the DLC because it interferes with the way auto attendant handles operator transfered calls. If you have coverage on the console and you try to send the call back with "0" to the operator it will go back to vm after x rings. this becomes extremely annoying to the operator. Especially if she/he is on a call, I find that by not placing the DLC in coverage the call will come back to the operator in a auto att situation and ring until they pick it up. If they want to leave their desk for a short time then you either forward to another extension or you place it into night service via a nite button, by using Intuity you can have it treat calls differently depending on time of day.

 

[spock2054]

I am still having problems programming Day and Night Service. During the day I need all trunks to be answered by Merlin Mail, (automated attendant/menu by department), after 6 rings, (management requirements have changed).
At night I need to have 6 of the 7 trunks go to one automated attendant, or general mailbox and the 7th trunk to go to another automated attendant to dial an extension directly and then, of course, go to VM, which it will do anyway, I am assuming), if the extension goes unanswered, or go to internal, (MMail), phone directory I would appreciate any assistance anyone could render. If some one could explain it step by step I would really appreciate that as well because I am new to Legend programming. Thanks in advance.

Equipment: Legend R4.2, Merlin Mail R3.0, WinSPM, MLX-20L