Legend with Merlin Mail R3.0

[Shanondink]

I have just installed a Merlin Legend 7.0 v12 integrated with a Merlin Mail R3.0 6-port voicemail. This is the hang on the wall type. Using Auto Attendant and Voicemail.

I have the 6 ports split with 3 ports for AA and 3 for Vmail. MM is set for "Delay Answer on AA only".

Everything is working correctly except that when somebody selects 100 (MLX-20 operator) from the Auto Attendant, it rings the operator but if she doesn't answer again I get the "Welcome to Mermail..." message that you get when you just dial 770. When it should get the voicemail account message for 100, which is built out.

100 is in Coverage Group 30 with the others.

101.....119 seem to work perfectly.

Am I missing something? I read back to last February but didn't see anything that stuck out. Do I have to assign some button on the MLX-20 with 100 on it? If so, how do I do that?

Thanks a bunch.
Shanon

 

[merlinman]

Sounds like 100 is also translated as COS 15, so that when calls go to 100's coverage, they go back to Auto Attendant.

There are ways to correct this, but check COS on extention 100 to be sure.

 

[Shanondink]

It was COS = 1, changed COS to 3 then back to 1 and it acted like I wanted (kind of) except that some calls played her voicemail greeting and others would play the "Welcome to MerlinMail..." login prompt. All calls were hitting Port 3 which is the first VM port.

So I started thinking I have something bad in the box. Connected through the Serial port, shut down voicemail, ran "Test Speech Card" (no errors), then "Test Disk" (no errors) which left me in the command prompt, typed "pxsc p" which started everything back up, then I powered it off and back on when I went back to the Mermail prompt.

Now it's playing the MerMail login prompt all the time.

So I set her COS to 7 which sends the calls from AA1 directly to her voicemail account. I hope this will work since she already saw the line ringing anyway and did not answer it during the AA delay. I haven't told her I've done this yet.

Now I am just puzzled.

In some testing when I had it kind of working, COS = 1 worked but COS = 2 or 3 would not. She would like more than 5 minutes of voicemail as she it the biggest user of the system.

Am I missing something on the PBX side? All the other exts work correctly.

770 = Vmail Group = "Integrated VM" group.
771 = Auto Attendant = "Integrated VM" group.

System is in Hybrid/PBX mode.

VM account 100 is also the owner of the system admin (9997) and general mailbox for the AA1 (9991).

Thanks for any pointers.
Shanon

 

[drewmich]

Shanon,

Sounds like you might have a defective MM R3.0.

While there may be a programming conflict creating these routing issues, I would be concerned that there is another problem since your VM calls are triggering port 3 to answer first in line. Not a major issue if you have 6 ports, but if you have your port cabling crossed, it may create a problem if your last port - 6 - is setup as 1-2 or 3 in a busy system as you could get a conflict with the "send MW signal" to the switch. The Mail uses port 6 or the last one in your configuration - 2-4-6.

I would carefully check all your programming - even starting over from scratch on the VM part of your programming, and double check all your cabling so the port 1 cable is connected to your first station port on your TR mod etc. Just nice to have it all straight especially when trouble shooting problems and you want to watch ring patterns on the VM.

The worst case scenario which I have seen in our repair work is that there is a hardware problem on your Merlin Mail. If the power supply isn't consistently providing 5 v to the motherboard and hard drive you can have strange "software" type problems and other failures too. Other motherboard problems can cause intermittent Brooktrout voice card issues and even the main system Bios can become corrupted. If the hard drive isn't receiving a very clean 5V supply, you can get software corruption type problems as the controller board on the drive doesn't function properly - even when the "disktest" passes with 0 errors reported.

Protecting the power supply on ALL telecom equipment is a critical issue and the most overlooked one that we encounter in our repair work. It does create revenue for all the service techs, but is a simple precaution. Make sure you have proper power protection on the Merlin Mail and Switch - UPS is preferred as it provides a "clean" power source to these components. The Merlin Mail will definately last longer as the variable 5V power supply to the hard drive is the #1 reason these standalone mails fail. Same also for all the rest of the Lucent/Avaya components that have hard drives. Heat is #2 & AGE is # 3 which we can't do anything about!

Andrew Roach
President - Drew Telecom Group, Inc.
Lucent/Avaya Voice Mail-Component-Transtalk Repair Specialists
Lucent/Avaya Telecom Brokers/Resellers
drew@triton.net
269-685-5400 - voice
269-685-5500 - fax