Incoming Lines

[wgefit]

I currently have a Merlin Magix with four 412 TDL cards, a Merlin Messaging module, and an 800 DID module. One of the 412 TDL cards has four POTS lines going into it that I use for outgoing calls. That all works great.

What I want to do is plug four more POTS lines into one of the other 412 TDL cards and use those lines only for incoming calls. When I tried just plugging them in, the auto attendant didn't answer on them. How do I go about making it do that without adding them to the list of lines used for outgoing calls?

 

[TouchToneTommy]

Assign the new incoming lines to the Voice Mail Calling Group, to be answered immediatly by the Auto Attendant.

Go to Extensions, More, Group Calling, Lines and Pools.

 

[wgefit]

What is the default extension for the Voice Mail Calling Group?

 

[tdaugirdas]

Could be several possible calling groups. The usual one is 770. It depends on what ext# you dial to get into voicemail.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[wgefit]

Thanks. Ext. 770 got it to work.

 

[wgefit]

Things seem to work well with the auto attendant, but I am having a rather odd problem with ending calls. Right now, I have analog ports 809-816 on my 412 TDL cards being answered by the auto attendant, and I have been testing it out by calling one of the eight analog lines on my cell phone. If I hang up my cell phone before entering an extension number at the auto attendant, the call eventually gets forwarded to the operator and it just rings and rings forever, or until someone answers it. The call doesn't actually end until the operator hangs up the phone. If it goes to someone's voicemail, there is no problem. So it seems like there is just a delay between when the caller hangs up and when the auto attendant realizes that the call is over. Sometimes it doesn't ever really realize that the other party hung up and so keeps the call alive forever. What gives?

 

[tdaugirdas]

Sounds like you do not have "reliable disconnect" programmed on your system. Get into programming, press Lines/trunks, TT/LS/Disc, LS Disconnect, press Yes and press enter - and retry your test call.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[wgefit]

Thanks for the response. Unfortunately, I already have LS Disconnect set to Yes, so that isn't the problem. Let me know if you can think of anything else.

 

[tdaugirdas]

Curious as to why your lines start with 809 instead of 801 on the 412 TDL - can you explain??

As for the lines not being recognized as hung up - what kind of phone lines are they? If regular copper analog lines - call your phone company and see if they can send a more reliable "disconnect" signal (basically a larger voltage drop) - so the system recognizes that the caller has hung-up.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

If it is a GTD5 EAX switch and your lines are in a CENTRANET group there is a 45 second delay before loop disconnect is provided by the GTD5 on abandoned calls. At least that is the case in California in GT/Verizon territory where they still have lots.

I use to have a client that had a Legend w/ MLM and had fun "fixing" this issue for NITE mode. I think I did something with the CASO assignment to minimize the problem. But the final fix was the client getting a different phone system.

....JIM....

 

[wgefit]

Thanks for your responses.

The incoming lines go from 809-816 because the first 8 lines are used for outgoing calls.

The problem lies in the voicemail I think. I have an automated attendant set up, but when a caller does not enter an extension and is then forwarded to the operator (ext. 100), the voicemail doesn't answer the call after four rings like it does if I just dial ext. 100 from another phone within the system. There must be some setting that keeps the voicemail from answering calls forwarded to an extension by the automated attendant. Any ideas how I might change that?

 

[tdaugirdas]

Does the Operator have any phones programmed to "cover" it - i.e., with an Operator Cover button programmed on some othet extentions? If so - then the transfer return times - under Auxiliary Equipment/VMS AA - and under Options/Transfer/Return Time - will need to be increased from the default of 4 to about 6 rings - for calls transfered to the operator to get to her mailbox.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

The default "Call Answer Service Operator" in the Merlin Messaging is 768, which is actually an invalid extension. Thus, the call transfers to the first extension port, your operator, but without any coverage.

If you change the CASO to the Operator's actual extension number, or change the Dial-0/Timeout option to the operator's actual extension number, at least the calls will cover to voice mail, and when nothing is recorded, the voice mail will disconnect the call.

 

[tdaugirdas]

What TouchToneTommy said is true as well. If the Operator extention has no one with cover buttons - then you can leave the transfer return times at 4 rings (default). If she does - then you will need to up the 4 to a 6 minimum - or the calls will still never get to her mailbox.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[wgefit]

Changing the CASO worked perfectly. Genius! Thanks for everything.