DID to Merlin Mail?

[Papagigo]

I have a customer who says "at times" outside calls to her DID number don't get to her, or her mailbox. The caller goes to the main AA which answeres the main listed number? Not sure how much help this is but, she claims the "at times failed" calls come from two particilar divisions using NorTel equipment. (This could be because she gets most of her calls from these two divisions)
My question is, could this condition happen if all(6)ports in the Merlin Mail happen to be busy at the same time?

Thanks for any thoughts

Mike Higgins

 

[Mongo5150]

When she syas that at times the call fails... what is the person calling in hearing? Busy, ring no answer? What is the did range and how many did trunks? How many voice mail ports?
If all ports of voice mail are busy, the call ringing in to voice mail will get RNA, until a port is available. If all DID trunks are busy, caller will get a busy as well.

It kind of sounds like the programming of the extension is on the fritz. If there is no DID ext, default programming send an unassigned DID to the operator ext.

MFurrer@charter.net

 

[Papagigo]

Mongo,

The thing is I can call her from my cell phone, home and from my out-of-state office and I never have a problem. It's a 6 port MLM on a Legend. Her extension is 310, which would be call from outside using xxx-xxx-x310. She claims "at times" people from 2 divisions, one in her state and one outside,get the main AA. As though they dialed the main listed(DID)number, not her extension!
I understand the Central Office in her city should be "only" sending 310 down the pipe to the Merlin, but do you think the problem might be in the digits arriving from the caller at the CO? I know this sounds weird, but she says they get the AA even if her phone(310) is idle, "at times"!
Thanks for the fast reply, Mongo

Mike Higgins

 

[killbox]

Ok, if it works for you it's not the CO. Is this a PRI or a regular T1?? If it's a PRI you should check you're patterns further?? Check the incoming routing as well. Make sure no patterns are deleting or adding digits?? I saw something on this board once about inserting a # to end the dnis digit string.

KILLBOX

 

[Papagigo]

Killbox,

I'm not use if it's PRI or just T1 service at this point. I'll try and get additional information from the facility on Monday and will repost..

Thanks for all the help..


Mike Higgins

 

[merlinman]

This could be an issue of BAD Touch Tone Recievers.

NOT NECESSARILY IN THE LEGEND ITSELF, but in the MAIL SYSTEM.

Keep digging into how it fails....

 

[Papagigo]

Merlinman!

Is there a way I can test the TT recievers in the MLM?
I would think if the Mail had a problem, other users in her office would be complaining. This busy facility is the company headquarters with over 100 phones!
The thing that bugs me is she says the failure come from 2 particular divisions.(both with NorTel) One in her state(DC)and one in another state.

I will keep digging, thanks

Mike Higgins