Group Calling questions.... 1

[Tripoth]

Merlin Magix 4.0 and Merlin Messaging 6.0.

The client would like to have a calling group with 8 members, all ringing at the same time, all agents logging in.
When none of the agents pick up the phone or answer the call, teh client would like the caller to go into a specific mailbox and have that mailbox outcall to a specific extension. They are not placing the calls in Q, they would just like to have the person leave a message.
Doing nothing will send the call to the mailbox of the extension with the lowest logic ID in the calling group, I think. Is there a work around for this?

 

[TouchToneTommy]

A Group Ring group won't overflow to ANYTHING, unless everyone in the group logs out. Then it will immediatly go to the overflow coverage (mailbox).

You might want to send the calls to an adjunct, and then put a Primary Coverage button on the 8 sets (the maximum number, by the way), then add voice mail coverage for the adjunct. Only other gotcha is the MWI for the adjunct (no one will get the light)

 

[Tripoth]

OK, so the phones in the group will just keep ringing until someone picks up. Only the phones that are logged in will ring.

How do you set up the overflow mailbox?

 

[TouchToneTommy]

Under Extensions > Group Calling > Overflow

you will find the receiver (which is 770, or whatever the Voice Mail calling group is), and Time Based Overflow and Number Based Overflow. Since it won't overflow unless everyone logs out, set the Time and Number to 0. Make a mailbox with the same mailbox number as the calling group, and also in Calling Groups you can specify the Message Waiting Receiver.

 

[Tripoth]

What I did was create a mailbox for the call group. I have Merlin Messaging, so I made sure that I set the mailbox to have a phone associated with it to make sure that it rang instead fo directly going to the voicemail box.
I had that overflow to the voicemail group(770).
I set the number setting to 99 because I could not gauge how many calls should come in before it heads to a voicemail.
I placed the time setting at 30 seconds to simulate the rings before voicemail.
Works fine.

 

[Forbin43]

You could also set up the calling Group Ext. as an Auto Attendant. That way, you can assign someone to recieve the MW Light.

 

[TouchToneTommy]

That's true. If you don't want the call to transfer anywhere else, make the auto attendant greeting say something like "stay on the line or press 0 to leave your message", and then 0/timeout it to the general mailbox.

Another option that just occured to me (since the VM is MerMsg R6)would to make the group coverage mailbox a phantom mailbox, with the incoming messages either deposited into the mailbox of one of the calling group members, or an unused general mailbox so you can have a message light come on somewhere, but each individual's mailbox is still private.