How to Disable Auto Attendant

[ConXtion]

I am working on a Merlin Legend for a customer, which i'm purely a novice at. Unfortunately, I do not have many specs on the system to provide for further insight. I am using WinSPM R9 to connect to the system.

Problem:

Right now when you call the customer's main line the Auto Attendant picks up. Well, I basically need to disable the Auto Attendant from picking up and have all calls go to ext 100 (receptionist) instead, which then goes to ext 100 voicemail if the call is not answered. The main line is coming out of a T1, if that changes anything. Sounds like a pretty simple change but I have racked my brain on this one. I've looked in Group Coverage, Group Calling, Cover Groups, Trunk/T1 info... and couldn't figure it out. So, if someone could provide me a solution to this via a detailed, STEP by STEP process for Merlin dummies, like myself, it would be greatly appreciated. Thanks...

 

[cvrbob]

look at your calling groups,most likely 770 or a calling group with the main DID

 

[jinxs]

There are too many variables still left open. How is the T1 configured? Are you sure it isn't a PRI. Given by what you said in your post, I am going to assume the T1 is configured as DID. Which would mean that you would be receiving digits. On a T1 (not pri), you can not manipulate these digits. So, there may be an adjunct extension or a calling group configured with this number pointing to the voicemail. The easiest way to find this number would be to log into the voicemail and see which extensions are configured as an auto attendant. You never mentioned what type of voicemail you have, whether it is a merlin messaging, mlm007, or a merlin mail. Again, I am also assuming that the T1 is configured as DID, not some sort of loop/ground start emulation or configured as PRI. As cvrbob has mentioned, you could do a print out of the calling groups(system program-exit-more-print-more-group calling) and see which calling group has an overflow of your vm group (also assuming your vm group is 770). Please post back with more information so we can help.

A.J. Wiesner

 

[ConXtion]

I honestly don't know how the T1/PRI is configured. In fact, I do believe it is a PRI they're using, not a T1. Right now the PRI is plugged into a 100D '1 DS1 Trunk' card. They are using Merlin Messaging for voicemail and access it by way of 770. I did perform an Extension/Group Calling/Members/770/Inspect and noticed they are using exts 7132-7135 for voicemail. I don't know where to go at this point, though. I printed out multiple text docs for reference, including prints for Calling Group, Group Coverage, General Trunk info, DS1 info, PRI info, GS/LS Trunk info, and Ext Directory. I will repost with a couple of them included.

 

[ConXtion]

Here is a print for their Direct Group Calling:

DIRECT GROUP CALLING INFORMATION


A Group # : 770 Group Type : IntegrtdVMI
A Call Distribution Type : LINEAR

A PryAnn No. EXT # LABEL
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 1
A Overflow Threshold (Time): 0
A Prompt Based Overflow Option: No
A Overflow to DGC group # :

A Group Coverage : 1 30

A Member No. EXT # LABEL
A 1 7135
A 2 7134
A 3 7133
A 4 7132
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

A LINES :
A DIRECT GROUP CALLING INFORMATION



A Group Priority: : 16
A Support Group: :




Here is a print for their Group Coverage:

A GROUP COVERAGE INFORMATION



A Group # 1 Senders : 100

A Group # 30 Senders : 135 7300 133 148 141 138 155 150 147
A 156 157 158 152 153 134 154 140 144
A 130 131 143 132 146 139 151 128 129

 

[ConXtion]

And just incase the reference may be useful, here are some prints for their Trunk/PRI info:



A GENERAL TRUNK INFORMATION



A QCC QCC Extern
A Trk SS/PP RemAccess Pool TlPrfx HldDisc Principal Prty Oper Switch
A 801 1/ 1 No Remote Yes Long 4
A 802 1/ 2 No Remote Yes Long 4
A 803 1/ 3 No Remote Yes Long 4
A 804 1/ 4 No Remote Yes Long 4
A 805 3/ 1 No Remote Yes Long 4
A 806 3/ 2 No Remote Yes Long 4
A 807 3/ 3 No Remote Yes Long 4
A 808 3/ 4 No Remote Yes Long 4
A 809 4/ 1 No Remote Yes Long 4
A 810 4/ 2 No Remote Yes Long 4
A 811 4/ 3 No Remote Yes Long 7300 4
A 812 4/ 4 No Remote Yes Long 4
A 813 7/ 1 No Remote Yes Long 4
A 814 7/ 2 No Remote Yes Long 4
A 815 7/ 3 No Remote Yes Long 4
A 816 7/ 4 No Remote Yes Long 4
A 817 8/ 1 No Remote 70 Yes Long 4
A 818 8/ 2 No Remote 70 Yes Long 4
A 819 8/ 3 No Remote 70 Yes Long 4
A 820 8/ 4 No Remote 70 Yes Long 4
A 821 8/ 5 No Remote 70 Yes Long 4
A 822 8/ 6 No Remote 70 Yes Long 4
A 823 8/ 7 No Remote 70 Yes Long 4
A 824 8/ 8 No Remote 70 Yes Long 4
A 825 8/ 9 No Remote 70 Yes Long 4
A 826 8/10 No Remote 70 Yes Long 4
A 827 8/11 No Remote Yes Long 4
A 828 8/12 No Remote Yes Long 4
A 829 8/13 No Remote Yes Long 4
A 830 8/14 No Remote Yes Long 4
A 831 8/15 No Remote Yes Long 4
A 832 8/16 No Remote Yes Long 4
A 833 8/17 No Remote Yes Long 4
A 834 8/18 No Remote Yes Long 4
A 835 8/19 No Remote Yes Long 4
A 836 8/20 No Remote Yes Long 4
A 837 8/21 No Remote Yes Long 4
A 838 8/22 No Remote Yes Long 4
A 839 8/23 No Remote Yes Long 4
A 840 8/24 No Remote Yes Long 4
A 841 0/ 0 No Remote Yes Long 4
A 842 0/ 0 No Remote Yes Long 4
A 843 0/ 0 No Remote Yes Long 4
A 844 0/ 0 No Remote Yes Long 4
A 845 0/ 0 No Remote Yes Long 4
A 846 0/ 0 No Remote Yes Long 4
A 847 0/ 0 No Remote Yes Long 4
A 848 0/ 0 No Remote Yes Long 4
A 849 0/ 0 No Remote Yes Long 4
A 850 0/ 0 No Remote Yes Long 4
A 851 0/ 0 No Remote Yes Long 4
A 852 0/ 0 No Remote Yes Long 4
A 853 0/ 0 No Remote Yes Long 4
A 854 0/ 0 No Remote Yes Long 4
A 855 0/ 0 No Remote Yes Long 4
A GENERAL TRUNK INFORMATION


A 856 0/ 0 No Remote Yes Long 4
A 857 0/ 0 No Remote Yes Long 4
A 858 0/ 0 No Remote Yes Long 4
A 859 0/ 0 No Remote Yes Long 4
A 860 0/ 0 No Remote Yes Long 4
A 861 0/ 0 No Remote Yes Long 4
A 862 0/ 0 No Remote Yes Long 4
A 863 0/ 0 No Remote Yes Long 4
A 864 0/ 0 No Remote Yes Long 4
A 865 0/ 0 No Remote Yes Long 4
A 866 0/ 0 No Remote Yes Long 4
A 867 0/ 0 No Remote Yes Long 4
A 868 0/ 0 No Remote Yes Long 4
A 869 0/ 0 No Remote Yes Long 4
A 870 0/ 0 No Remote Yes Long 4
A 871 0/ 0 No Remote Yes Long 4
A 872 0/ 0 No Remote Yes Long 4
A 873 0/ 0 No Remote Yes Long 4
A 874 0/ 0 No Remote Yes Long 4
A 875 0/ 0 No Remote Yes Long 4
A 876 0/ 0 No Remote Yes Long 4
A 877 0/ 0 No Remote Yes Long 4
A 878 0/ 0 No Remote Yes Long 4
A 879 0/ 0 No Remote Yes Long 4
A 880 0/ 0 No Remote Yes Long


----------------------------------------------


A DS1 INFORMATION



A DS1 SLOT ATTRIBUTES

A Slot Type Format Supp Signal LineComp
A 8 PRI ESF B8ZS DMI-MOS 1


----------------------------------------------


A PRI INFORMATION



A Slot 8 Switch: 5ESS

A System: By line

A BchnlGrp #: Slot: TestTelNum: NtwkServ: Incoming Routing:
A 1 8 CallbyCall By Dial Plan

A Channel ID: 10 9 8 7 6 5 4 3 2 1

A Line PhoneNumber NumberToSend
A 817
A 818
A 819
A 820
A 821
A 822
A 823
A 824
A 825
A 826

A Network Selection Table

A Entry Number: 0 1 2 3
A Pattern to Match: 101**** 10***

A Special Service Table

A Entry Number: 0 1 2 3 4 5 6 7
A Pattern to Match: 011 010 01 00 0 1
A Operator: none OP OP OP/P OP none none none
A Type of Number: I I I N N N N N
A Digits to Delete: 3 0 0 0 0 0 0 0


------------------------------------------


A GS/LS TRUNK INFORMATION



A Trk SS/PP Type OutMode RelDisc ChannelUnit LS-ID Delay
A 801 1/ 1 Loop TouchTone Yes N/A N/A
A 802 1/ 2 Loop TouchTone Yes N/A N/A
A 803 1/ 3 Loop TouchTone Yes N/A N/A
A 804 1/ 4 Loop TouchTone Yes N/A N/A
A 805 3/ 1 Loop TouchTone Yes N/A N/A
A 806 3/ 2 Loop TouchTone Yes N/A N/A
A 807 3/ 3 Loop TouchTone Yes N/A N/A
A 808 3/ 4 Loop TouchTone Yes N/A N/A
A 809 4/ 1 LS-ID TouchTone Yes N/A No
A 810 4/ 2 LS-ID TouchTone Yes N/A No
A 811 4/ 3 LS-ID TouchTone Yes N/A No
A 812 4/ 4 LS-ID TouchTone Yes N/A No
A 813 7/ 1 Loop TouchTone Yes N/A N/A
A 814 7/ 2 Loop TouchTone Yes N/A N/A
A 815 7/ 3 Loop TouchTone Yes N/A N/A
A 816 7/ 4 Loop TouchTone Yes N/A N/A

 

[SYQUEST]

Your PRI post is missing the translation table. Now that we have established that you have PRI service, we need to know what DID numbers it has, and if you have a QCC or DLC Console.The main number DID will be the key to solving this problem.

....JIM....

 

[ConXtion]

SYQUEST,

Excuse my ignorance with this system, but how can I get the missing translation table and determine the DIDs being used? I'm not sure if there is a QCC or DLC console. I am onsite now connected with my laptop.

 

[ConXtion]

I found out that ext 100 used a DLC with a DSS module. And I say 'used' because the location/phone does not exist anymore. There is a user in the office that has a 'call cover' button programmed on their phone for ext 100 so they can retrieve its calls. I can hook the DLC phone back up if it's necessary, though.

 

[TouchToneTommy]

In the PRI report, there should be a section called Dial Plan Routing Table, post that and we can see if there are digits being received from the phone company, and if so, if the phone system is modifying them to reach a specific destination.

 

[SYQUEST]

If you don't know what DID numbers you have in the system, you will need to contact your service provider or telco to get that info. In addition to how many digits the provider is sending for the DID numbers.

....JIM....

 

[ConXtion]

The problem has been resolved. The Carrier was sending the last three digits of the DID, which was the answer to providing a solution to the customers' need.

Thanks guys for all your input.