Incoming line goes straight to voicemail 2

[dparrott]

Hey all,

Our phone system (Merlin Legend) runs two companies (one of which is a daughter company which has grown, necessitating this change). We have dedicated 2 incoming lines to the daughter company (831 and 832 which are in a rollover group - at least I think thats the term - from ATT) which are not answered by the autoattendent because it is programmed for the parent company. Currently only one auto-attendent is on. When someone calls one of the two lines for the daughter company during the day and it isn't answered in 4 rings, they get a voicemail box which has been setup (in the instructions, it says to dial *8 if you know the extension you want to call). I believe (but cannot check yet, I will after we close for the day) that if someone calls during night service, they get a different message.

I cannot figure out what actually happens when someone calls in on 831 or 832 and no one answers. Will someone help me figure that out?

Thanks,

Danny

 

[tdaugirdas]

Why don't you setup a 2nd autoattendant to answer the calls for those two lines - one for Day and one for Night - so you can offer callers choices similar to what you have setup for the main company?

Right now - if a call is unansered - it will go to the lowest extention number having a mailbox that also has those two lines ringing.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

Tom,

Setting up the second auto-attendent is probably what we WILL do. I asked for help figuring out what is CURRENTLY happening.

The user says that he checks voicemail box 771, which helps some. Now, I just need to figure out how lines 831 and 832 go to 771 when no one answers, and the rest go to the auto-attendant.

 

[merlinman]

It sounds to me like 831 & 832 are assigned to 771, which OVERFLOWS to Voice Mail.

http://home.comcast.net/~merlinman

 

[dparrott]

Merlinman,

Could you explain that a little more? I don't understand the "assigned to 771" portion. I mean, I do get the high level idea, but not how it's done, nor how I can verify if it is?

Thanks,

Danny

 

[tdaugirdas]

Danny: Go into system programming: press Menu, system program, start, extentions, more, group calling, then choose overflow - keyin 771 and press enter - and look at the display to see if 770 shows up - press back to do next steps below.

If you want to see if the lines are assigned to 771 - press Line/Pool - keyin 771 and press enter - then press Inspect - and it will show you what (if any lines) are assigned to 771. Now press back.

To see who the "members" of 771 are - press Members - keyin 771 and enter - then press Inspect.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[MrTelecom1]

I suppose there's no chance that there's a PC, WINSPM and a printer there on site!!

dparrot would understand it better looking at a few system reports. Quick, someone sell a copy of WINSPM!!



MrTelecom1
Re-Living all the AT&T/Lucent/Avaya issues since 1979!

 

[merlinman]

It's free from Avaya.

The 355 Adapter and connecting cables would need to be purchased however.

http://home.comcast.net/~merlinman

 

[MrTelecom1]

There's a FAQ out there (hey, it's by me!) for the folks to make a 355 adapter themselves.

The software is Free from Avaya...

Life will be good again when you connect on your own. Sighhh

MrTelecom1
Re-Living the AT&T/Lucent/Avaya issues since 1979!

 

[TouchToneTommy]

And if you have a modem in your computer, and can dial into your own system, it's completely free.

 

[dparrott]

I can post the full report if you guys want it. As I'm more of a network guy whose had the phone system thrust on him, it doesn't make much sense to me I'm afraid.

 

[merlinman]

It would be best if you just post the GROUP CALLING info ONLY.

http://home.comcast.net/~merlinman

 

[dparrott]

Group Calling it is.

A DIAL PLAN FOR DIRECT GROUP CALLING GROUP
A DGCG # 1: 770
A DGCG # 2: 771
A DGCG # 3: 772
A DGCG # 4: 773
A DGCG # 5: 774
A DGCG # 6: 775
A DGCG # 7: 776
A DGCG # 8: 777
A DGCG # 9: 778
A DGCG # 10: 779
A DGCG # 11: 780
A DGCG # 12: 781
A DGCG # 13: 782
A DGCG # 14: 783
A DGCG # 15: 784
A DGCG # 16: 785
A DGCG # 17: 786
A DGCG # 18: 787
A DGCG # 19: 788
A DGCG # 20: 789
A DGCG # 21: 790
A DGCG # 22: 791
A DGCG # 23: 7920
A DGCG # 24: 7921
A DGCG # 25: 7922
A DGCG # 26: 7923
A DGCG # 27: 7924
A DGCG # 28: 7925
A DGCG # 29: 7926
A DGCG # 30: 7927
A DGCG # 31: 7928
A DGCG # 32: 7929
A SYSTEM DIAL PLAN



This may be more what you're looking for
A DIRECT GROUP CALLING INFORMATION


A Group # : 771 Group Type : AutoLogout
A Call Distribution Type : CIRCULAR

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 : 185

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 (#) : 99
A Overflow Threshold (Time): 15
A Prompt Based Overflow Option: No
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1
A 2
A 3
A 4
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 : 831 832
A DIRECT GROUP CALLING INFORMATION

There are a couple of others, but it appears that this would be the important one, since it has lines 831 and 832

 

[tdaugirdas]

Danny: Your Group 771 is a standard voicemail overflow group. If the phones that have those two lines do not answer a call within 15 seconds - then the call will go to the mailbox for extention 771 - and play whatever message is recorded there. Once the message is left - the message light on Ext 185 will light up - to indicate that a message was lefgt in the 771 mailbox.

If you want to use a 2nd autoattendant - with a richer set of options for the caller - instead of this mailbox - then you need to dial into the voicemail administrator's mailbox - program the 2nd autoattendant - and change the mailbox for 771 to an autoattendant 2 -type mailbox. To do so, you would need to first delete the 771 mailbox - and then recreate is as follows: In extention administration, when prompted for an extention# - key in 771 and press pound. Then press 3, when prompted for an autoattendant,press 2 - when prompted to indicate whether the extention has a phone - press 6. Then press *# and **9 to exit.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

One question that springs to mind, from my limited understanding and looking at fold out programming hierarchy in my manual (Titled Merlin Mail: Voice Messaging System Release 3. For the Merlin Legend Communications System. Planning, Installation, and Use) I would assume as part of programming the second autoattendant, I would add 831 and 832 to the line assignment. Would all the other lines then go to autoattendant 1 automatically, or would I need to program those in autoattendant 1?

Thanks,
Danny

 

[tdaugirdas]

Is the voicemail you have a Merlin Messaging? an 007 MLM? or a standalone Merlin Mail R3? The procedures would differ - depending on type. The procedures I gave you were for a Merlin Messaging. They would be different for an 007 MLM or Merlin Mail R3.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

How can I find out? Based on the documentation we have, I'd guess Merlin Mail R3, but if there's some definitive way I can tell, I'd much rather do that.

 

[MrTelecom1]

The Docs he's looked at and mentioned it's likely an
MLM007/R3.
Still could be an external unit though ...


DP, Can you Log into the Voice Mail System?

If so, do you use 9997 + 9 plus another password?
Or do you enter 0# plus a password ?



MrTelecom1
Re-Living the AT&T/Lucent/Avaya issues since 1979!

 

[dparrott]

it's 9997+9+additional password.

 

[dparrott]

And it's in one of the slots on the carrier, not a separate piece of equipment.