Daytime AA coverage and forwarding Merlin Legend

[elf55]

Hi,
I've recently gotten WinSPM working with a 355 that I found in a drawer (lucky, huh?) because I needed to reprogram our phones to have calls go directly to the AA..

I created a calling group (775), assigned the outside lines (801-806) and assigned it's overflow to 770 (VM) with a delay of 1.

The incoming calls are working fine, we get 1 ring then the AA picks up. The selector codes are working properly, but callers just don't seem to want to use the directory or pick a departmental selector code. So... They end up in timeout (currently set to general mailbox VM) or they dial 0.

The problem is that during the day, even if somebody really needs to talk to a person, they are ending up in VM or ringing at the MLX20 on ext 10, where nobody is sitting these days..

I initially had the timeout setting to ring at the call answer service operator (ext 768), but this also just rings at ext 10.

There are about 5 extensions where at least 1 person should be during the day, and I'd like to have the timeout and dial 0 actions ring at these phones. I know coverage can be programmed into the phones, but I'm a bit fuzzy on how all this works. I found step by step instructions in a search, but, for example, programming my extension (ext15, MLX10DP) to cover for ext 10 didn't seem to work..

I must say that I find it very confusing that:
Some features need to be programmed as administrator in VM
Other features can be programmed via WinSPM
Other features can only be programmed at the MLX20 (Aux equip/(VMS-AA) for example?)
And still other features get programmed on the digital phones...

I was really hoping that all mlx functions could be programmed in WinSPM..

Just in case it has any bearing on my current needs, let me add that before I changed the incoming lines to 775, incoming calls would ring on ext 10 and about 3-4 other phones right away, then the rest of the group 30 extensions would ring.. Is that some kind of global setting or is that just programmed on the phones?

One other item: When the timeout dumps the caller to the general mailbox, this is the prompt "General Mailbox 1 is not available. After recording, either hangup...etc" It does allow the caller to leave a message, so it shouldn't be saying that GM1 is not available. The GM owner is set to ext 10. The GM voicemail ext is 9991..

Sorry for the long, rambling post.

TIA for any guidance...

 

[TouchToneTommy]

A few things:

The default extension number for the Call Answer Service Operator is 768. This is actually an invalid extension number in the system, so the call actually transfers to the lowest numbered extension port, which is typically the Operator set, and because it did not go directly to the Operator's extension number, it is not eligible for coverage on other extensions. You may get the action you are looking for by changing the CASO to the Operator's extension number, or changing the Dial-0/Timeout option to the Operator's extension number. The you can add a Primary Coverage button to up to 8 extensions that need to cover the Operator calls.

If you're going to have the AA answer on the 1st ring, I'd recommend that you change the ringing on the Operator's phone to Delayed Ring, so it is actually silent when the call comes in, and only rings specific phones when the caller makes a selection. Delayed ring also gives you a backup, in case the VM fails, or has too many calls to handle another incoming call, the Operator phone rings on the 4th ring.

Anything you program from the main phone can be programmed from WinSPM (actually more things). Anything you program from an individual telephone can be programmed from WinSPM through the Centralized Telephone Programming section. It's all a matter of becoming familiar with the programming procedures.

For General Mailbox 1, 9991, it sounds like two things are happening here. The Name has been recorded as "General Mailbox 1", and the system default message (the recorded name and the canned appendage) is what is playing. The Call Answer Mode has probably been set to Answer Only. Personally, I would just log into the System Administrator's mailbox, and Reinitialize mailbox 9991 entirely, which should take you back to the default message and answer mode. The owner of the General Mailbox should be set to someone that wants to receive the message waiting light, usually your Operator set.

Finally, Voice Mail has its own programming interface, through the System Administrator's mailbox. This is where you create mailboxes, change the Auto Attendant, etc. If you have Merlin Messaging, R2 or higher, you can program it through a Windows GUI and the LAN port.

Good luck, post specific questions and I'm sure you'll receive good answers here.

 

[elf55]

Thanks Tommy

I tried setting the CASO ext to 10 and I also tried setting the timeout action to forward to ext 10 and the same thing happens: The caller is sent back to the beginning of the AA daytime prompt.. I guess this is creating a loop somehow..? Does this maybe have to do with how coverage might be set already for that extension? I guess if coverage is set to 770 then that would create the loop.. Maybe I'll try a different extension

Also, I tried to delete the 9991 GM box (in order to recreate it), but it wouldn't let me. Is there some other method to reinitialize?

I've spent a little more time with WinSPM and I see how the phones can be programmed now. I just need to figure out all the options.