Immediate Call Handling - Lines Not In Calling Group 3

[klmack]

Hi, we've got release 2.5 of the Merlin Messenging system. There are calling groups 770 and 771 (Night) set up already and an Attendant 1 (day and night). The phone rings 6-7 times before the Attendant picks up. The procedure says in order to change to Immediate Call Handling - assign the lines to the Calling Group (then do some other things). Trouble is, when I pull up either of our calling groups, the 5 lines I want to assign (801-805) aren't available. Just shows 806-808 which aren't inbound lines. I've tried WINSPM with and without the GUI and through the console itself and no joy. How can I get our 5 lines to show up?? Otherwise I'm doomed as the Receptionist/Phone Programmer to answer the phone every time it rings! Thanks, Kerry in California.

 

[franke]

Kerry,
Is it possible for you to 'cut & paste' the print out for your groups 770 & 771 ?

franke

 

[bobsou]

what you have is delay call handling , though operator position ,is your system set up square or pbx ,with all phones set to no ring,

 

[klmack]

It's set up hybrid/PBX. Calling Groups from Print:

770
Queue Type: Integrated VMI
Hunt Type: Circular
First-Second-Third Alarm Thresholds: 1
External Alert: 0
Msg Waiting Receiver: 0
Queue Priority: 16
Queue Control: 99
Queue Support: 0
Overflow Coverage Call Group: 0
Overflow Threshold: 1
Overflow Threshold Time 0
Prompt Based Overflow: False
Secondary Delay Ann. Ext: 0
Delay Interval: 0
Delay Announce Repeat: False
Primary Delay (blank)
Members: 140 141 142 143
Lines & Pools (blank) (Tab says 70, 806, 807, 808 available)
Group Coverage: 30

771 Night
Queue Type: Auto Logout
Hunt Type: Circular
First-Second-Third Alarm Thresholds: 1
External Alert: 0
Msg Waiting Receiver: 0
Queue Priority: 16
Queue Control: 99
Queue Support: 0
Overflow Coverage Call Group: 770
Overflow Threshold: 99
Overflow Threshold Time: 18
Prompt Based Overflow: False
Secondary Delay Ann. Ext: 0
Delay Interval: 0
Delay Announce Repeat: False
Primary Delay (blank)
Members: (blank)
Lines & Pools (blank) (Tab says 70, 806, 807, 808 available)
Group Coverage: (blank)

Hope this helps! Kerry

 

[TouchToneTommy]

Your lines are probably in the default pool 70, so try assigning that. If you go over to Lines and Trunks>Pools>70>Enter>Entry Mode>Inspect you will see which lines are in pool 70.

 

[franke]

Kerry,
The trunks you're looking for (801-805) are probably in Pool 70 and therefore won't show up as individual trunks. Also, it looks as if someone has created Calling Group 771 to act as a delayed auto-attendent, over flowing to the voice mail after 18 seconds (see 'Overflow Threshold Time: 18'). Here are my suggestions:

In the Merlin Messaging-
If not already done- create an Auto Attendent mailbox 771
[From Main Menu press '2' (Extension Administration) > Enter '771' > press '3' (Assign AA to this extension) > Press '1' (for AA 1) > press '6' (no phone assigned to this extension) > press '*#' (to exit)]

In the Merlin system-
In Centralized Programming, for the Console, change the Ring Option for all lines to be covered by the AA to Delayed Ring.

Go to -Extensions > More > Grp Calling > Overflow > Enter '771' [Enter] [Enter]> Select Time Based Overflow [Enter] >
Backspace over the '18' and change to '1' [Enter] [Exit] [Exit] [Exit] (note: you can set this to '0', but I've seen this create erratic problems, so I suggest a minimum of '1')

Go to -Extensions > More > Grp Calling > Line/Pool > Enter 771 [Enter] > Enter '70' (and any additional lines to be covered by the AA) [Enter] [Exit] [Exit] [Exit]

As a side note, you should also go to-
Extensions > More > GrpCalling > Hunt Type > Enter '770' [Enter] > Select Linear [Enter] [Exit] [Exit] [Exit]

That should do it for you. Give it a try and see if that solves your dilemma.

franke

 

[klmack]

Thanks all, I followed Franke's detailed instructions and it works like a champ now, for both the day and night services. I'm almost looking forward to Monday now - we'll see how many customers have the patience to use the directory and transfer to extensions, and how many will just punch 0 for operator anyway! Really appreciate the help...
Kerry