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]

OK - so it is either an 007 MLM or the standalone R3 - so my instructions would be different to change the 771 mailbox to an autoattendant mailbox.

So - dial into voicemail admin - and once at the programming menu, press 4 for mailboxes, press 6 to modify a mailbox, keyin 771# - and listen for the option to change the mailbox class of service (type) - choose that option - and keyin 16 and press pound. It is currently probably a 3. You can then press *# and **9 to exit out.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

That makes what the book said on class of service much clearer.

One other question for you all. Currently it's in single mode as far as the autoattendant goes (when I go into the autoattendant portion of the voicemail admin - 3 - I don't choose which autoattendant to manage. If I change it so that it is in Multiple automated attendant, but don't do anything else, will the one we currently have still be working?

Also, would I have to change the line assignments in the voicemail system auto attendant portion?

Please, if that wasn't clear, ask me questions to pull what you need out of me.

I really, really appreciate your helpful answers so far.

 

[tdaugirdas]

Changing to multiple autoattendants under system parameters - will not affect anything negatively - except that you will have more choices available to you. You will aslo need to designate the general mailbox owner for AA2 - the default is extention 10.

As for line assignments - you do not need to change anything. Your lines are already assigned to 771 - so when you change that mailbox type to 16 - AA2 will answer those calls after 15 seconds.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

How do I designate a general mailbox owner? Also, I'll need to make it so that the message indicator light for 185 stops lighting when someone leaves a voicemail there, and I don't know if that will happen when I change the class of service.

Thanks,

Danny

 

[tdaugirdas]

When you change the class of service - the message light will become irrelevant. However you can remove the "message reciever" for 771 under extentions, more, grp calling, message, keyin 771 enter - then keyin 185 and press delete.

As for the general mailbox owner - that option is under system parameters

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[dparrott]

Ok, so if the General mailbox owner has already been changed (its at 110, our receptionist), will I need to reset that, or is that setting global for all autoattendants?

 

[MrTelecom1]

That setting is not global. It's set individually for each separate attendant....

Good Job Tom ..!

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