Ext. 10 mailbox woes....

[Tripoth]

PArtner plus release 4.0.
Just installed Partner Mail VS. release 3.0
They only want to use the auto attendant and 1 mailbox for the manager.
I set it up, but the voicemail picks up on ext. 10 after 3 rings.
I made sure that I did not give auto voicemail cover to this extension and I have moved the voicemail rings out to 9, but that affects the mangers extension as well and he has to remember to press DND when not in his office(good luck there)
I know that I cannot delete mailbox 10, but is there a way to stop it from picking up? They want the extension 10 to ring without going to voicemail.

 

[HyTech]

Did you assign lines to Group Call Distribution 7?

 

[TouchToneTommy]

Check the transfer return extension setting for each VM port - #306.

Check auto VMS cover for ext 10 - #310.

 

[Tripoth]

Yes, I assigned the lines to group call 7, so that the auto attendant can pick up.

No auto VMS coverr on extension 10 and I will have to check out the transfer return extension. I am pretty sure it is at default though.
Why would that be an issue.

 

[dagwoodsystems]

Why don't you give line ownership to x10 (if it isn't already), and use that mailbox for the Automated Attendant?

"Thank you for calling Tripoth, a Technical User. Our hours are blah blah. You may leave a message at the tone and someone will return your call."

With DND off, the manager will be able to answer the call. With it on, the "automated attendant" will answer immediately. The call is handled whether or not the manager remembers to toggle that button or not.

I don't know if this suggestion covers all the bases, but I thought I'd throw it into the mix.

 

[Tripoth]

The DND is for his own mailbox at extension 18 and it is already there.

It is a VS release 3.0 and not partner messaging. I cannot make an extension an auto attendant.

 

[Tripoth]

OK,
I changed the voicmail cover rings back to 3 and changed the transfer return extension to 9, so that takes care of the 9 rings on the managers voicemail.
The problem still remains that the client does not want the call to mailbox 10, but it still does, after a lot of rings, but it still does.

Another things is now going on. When you hit the auto attendant and dial an extension or hit a selector code, it says the call is being transferred, but no ringing is heard by the caller. They think they have been disconnected and hang up.
I can call extension to extension and receive a ring.

Do I have a bad voicemail?

 

[1043]

Do yo have Music on Hold?

 

[Tripoth]

No music on hold.

 

[locg]

is the schedule set to always in #507

 

[TouchToneTommy]

OK, here's my take on this.

You want the Auto Attendant to answer the incoming calls.

Assign the lines to the Auto Attendant, #206-7-(Line Number)-1

Set Immediate or Delayed Answering, #506-1/2

Ext. 18 is the only one to have a working mailbox, so give it Auto VMS Cover, #310-18-1, and be sure no other extension has it, #310-XX-2

If a call transfers from the Auto Attendant to an extension WITHOUT a mailbox, (every extension other than 18), it has to NOT return to the VS mail, but to an extension to be answered manually. So you MUST set the Transfer Return Extension for EACH voice mail port to (typically) Ext. 10., #306-(voice mail port extension number)-10. I think that these still point to themselves, and transfers to extensions without mailboxes are returning to the VS mail, which can't handle the call without mode codes, and is then sending them to mailbox 10.

In the Auto Attendant, Selector Code 9 has the function of "Record a message in Mailbox 10". It is the only selector code capable of this function, and you should disable it, so calls don't get there via this route.

Finally, make sure there is no extension set for Call Coverage in #208-(line number) - if there is, use the "clear" button to remove it.

Try these things and let us know.

 

[Tripoth]

Thank your for the suggestions.
Pretty sneaky and a well thought out work around. Thanks again.

Now about the "no ringing" when a caller presses a selection from the aut attendant......

 

[TouchToneTommy]

R4 doesn't have an option for "ringing on transfer", so connect a music on hold source, ans your callers will have something to listen to.

BTW, there's nothing "sneaky" in the programming listed above, those are the settings that are [d]supposed[/b] to be there.

 

[Tripoth]

Took me a little while (I am slow sometimes), but that last part was pretty funny.