Extension forwarding Merlin vs. Partnet 2

[DWLaurie]

Among the systems that I admin, I have a Partner ACS R6/VS 4.1 and a Merlin Magix(unknown release)/Merlin Messaging(again, unknown release). I have noticed that if a subscriber forwards his extension to another extension on the Merlin system and he does not answer a call on the forwarded extension the call is routed to his voice mail box on his original extension. However, if the same situation is applied to the Partner system, the unanswered call on the forwarded extension is either dropped into the mail box of the forwarded extension if one exists or is routed to the receptionist. Is this normal for Partner to act this way or can I program it to act like the Merlin?

 

[DWLaurie]

WEll, I guess I fat-fingered the subject on this one, sorry guys! Anyway, I did try setting the Transfer Return Extension to the originating extension, but to no avail. For this example, the originating extension is 11 and the forwarded to extension is 22.

 

[itpphoneguy]

Hi DWLaurie,
This is normal behaviour for the Partner. What you want to use is call coverage. That way the unanswered calls go to voicemail for the original extension.
On a Partner, call forwarding intercepts the call before it forwards to the voicemail, therefore, no voicemail coverage.
-Chris

 

[TouchToneTommy]

Instead of using Call Forward, Feature 11, use Call Cover, Feature 20. Set the extension's "Call Cover Rings" to 1, in #321. Then the call will ring at the original extension once, then ring at the covering extension, and finally go to the original extension's voice mail.

 

[DWLaurie]

That was perfect fellas! Thanks! I now have to re-educate my staff to use Feat 20 instead of Feat 11, and teach them that Feat 11 is still for forwarding to external numbers but HEY! You guys ROCK!