Locating a Phone Number on the System 1

[grasshopper81]

Hello,

I maintain the phone system as part of my duties at my office and I can't solve the following problem.

There is a phone number which rings at the front desk and does not come in through the normal channels as it bypasses the automated attendant and goes straight to the phone. I know what the number is, and it matches the rest of our direct dials but the last 4 digits which is usually an extension number is not a valid extension (1350) as verified by typing it into maintenance-port-station. Our other extensions are 13XX. When a call comes in on this particular line, instead of saying T1 like a normal call does, it displays "DID # ?"

This number is actually an old number and we are not able to help those who call on it as it was for the previous tenants.

How can I get more information on this line? Hopefully using the MLX-20L display phone as I do not have any other way of accessing the system. Also, can I disable this line or at least redirect it so that it no longer rings anywhere and does not go to the general voicemail box? I do have access to the phone closet with all of the lines/ports.

Thanks in advance.

 

[Telecomboy]

That's what happens to a DID the system doesn't know what to do with. Since 1350 doesn't exist, it sends it to the console with the DID ? sign.

YOu could assign an adjunct as 1350, create a mailbox (as answer only so it doesn't allow you to leave a message), add it to your voicemail coverage group (usually group 30), and then create a greeting for that mailbox stating the number is no longer in service. That way, the number exists on the system and will pass it to the mailbox and the caller will hear the message instead of getting passed to the receptionist.

 

[grasshopper81]

Great! I believe I understand everything except not 100% sure what you mean by "assign an adjunct". I have created mailboxes but I haven't done anything with extensions other than move them from one location to another. Could you give me the steps for creating this extension?

 

[Telecomboy]

Each digital extension has an adjunct extension as well. If they are default, they would start with 7300. You need to renumber one of these adjuncts to 1350 so the system recognizes it to be able to pass it to the voicemail. Menu-System Program-Exit-Sys Renumber-Single-Adjunct- enter the current adjunct number you want to change (try 7305)-enter the new adjunct number (1350). If it accepts this, you have now created a phantom extension (no phone associated with it) for 1350.

Now you need to add it to coverage group 30, Menu-Sys Prog-Exit-Extensions-More-Group Cover (or cover grp maybe)-enter group 30-add 1350. This tells the system it has a mailbox to pass the call to.

Now you can create the mailbox.

 

[merlinman]

Well, to clarify, when Telcomboy says "If they are default, they would start with 7300", he means:

If the System was set to SETUP SPACE when it was programmed, then the 1st Adjunct would be numbered 7300.

The best way to know for sure is to print the Extension Directory report to a file, then you will know what you are dealing with.

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

-merlinmansblog.blogspot.com

 

[grasshopper81]

The steps listed seemed to work and it took the adjunct that Telecomboy suggested. Though someone has referred to the "7" numbers before as "setup space" and when I move extensions, I put them into the "7" number by getting the logical ID # and adding 7099; I usually end up with a 71XX number.

At any rate, the calls aren't coming to the reception now (YAY) but when I created the mailbox I used a COS of 15 which had 0 minutes but then it wouldn't let me log into the mailbox so I deleted it and created it again with a COS of 11 and I can sign in. I even tried to reinitialize the password and that didn't work. Should the COS have prevented me from accessing the mailbox?

 

[Telecomboy]

You have a Merlin Legend Mail, COS 15 is an auto-attendant so yes you wouldn't be able to access it as a regular mailbox. Set it up as COS 19, which is a bulletin board mailbox (doesn't allow you to leave a message).

 

[grasshopper81]

Ahh! The Merlin manual that I have doesn't even list a COS beyond 16! Thanks again!