brigittejones
Technical User
Hello, All...
(New member here, so please forgive my lack of technical lingo. Please don't be condescending, I'm just at my wits' end.)
I undertook the frustrating task of troubleshooting our Auto Attendant/General Mailbox. When customers call into our multi-line system and their call is not answered by the fifth ring, our Nortel Meridian M7310 system is supposed to be configured to have the AA answer the call and direct the call to our general delivery mailbox. However, this is not working properly. Customers are calling everyday to complain that they receive a recorded prompt that says "This mailbox is not initialized and is unable to accept messages." If the customer stays on the line after the prompt is over, the greeting for the general delivery mailbox plays, followed by a tone. They are then able to leave a message. Said messages are retrieveable by accessing the general mailbox by entering in the mailbox number and the password (which is not 0000) in Feature 981.
From my research, typically, a mailbox is initialized by following the prompts to choose a password and record your name. The general delivery mailbox DOES have a recorded name, and the password has been chosen.
I've logged in to the system manager mailbox to determine the AA settings we have in place by accessing Feature 983. When I press the soft button underneath 'AA', I am given 3 options: GRTG, TABLE, & LINES. We are currently set up to use greeting #2. We have set up greeting table #2. The AA Menu Prompt is set to Y. All timeframes available are setting up for greeting table #2.
I am unsure what 'Atdt:' refers to. Currently I have it set to 44, because when I access Feature 985, it says Set 44. I have NO clue what this means. The general delivery mailbox number is 10. When I press Next, the following option is displayed: CCR tree:disable.
Our main line (#1) has Ans: AA set. Table is set to 2. Rings are set to 5. All other lines have the same settings in place.
When I go into System Manager, and hit the MBOX softkey, I press CHNG to view the mailboxes we have set up. I enter in mailbox 10, as that is the general delivery mailbox and have set the extension number to 10 as well. Service class is 1. I have entered the name as Gen,Mail for directory purposes. Directory is set to Y, as well as Msg Waiting. Outdial is set to POOL.
Here are a few things that I've noticed may not be configured properly. When I attempt to access Feature **CONFIG and enter either A-D-M-I-N, C-O-N-F-I-G, or B-A-S-I-C, I can not get in. The screen doesn't even register that I've entered a password.
I do not know how to check our DN (dir. #) or the number of rings set up for FNA (forward not answered.)
When I go into the Operator Feature (982) and enter in the default password (OPERATOR), it shows Atdt avail:Y, Business open: Y, Answer Lines? Y, and Atdt: 44. Should I have that set up for 10?
I truly don't want to do a system reset or a voicemail reboot, because I'm unaware of the consequences of those actions. Will we have to reprogram all employees' voicemail boxes? And re-configure AA, rings, greetings, etc.?
I've spent hours poring through forums, reading our manual, and checking all paperwork we have filed. Our IT professional is usually not available on short notice, and I'm fairly decent with network configurations and troubleshooting.
Is there any hope out there for me? This is going on day #3 of unraveling the mystery of HOW to initialize the general delivery mailbox, and how to get AA to work properly. Good news is now I'm the resident expert on all the features of our phone system, and have been scaring the crap out of my coworkers with Feature 66!
(New member here, so please forgive my lack of technical lingo. Please don't be condescending, I'm just at my wits' end.)
I undertook the frustrating task of troubleshooting our Auto Attendant/General Mailbox. When customers call into our multi-line system and their call is not answered by the fifth ring, our Nortel Meridian M7310 system is supposed to be configured to have the AA answer the call and direct the call to our general delivery mailbox. However, this is not working properly. Customers are calling everyday to complain that they receive a recorded prompt that says "This mailbox is not initialized and is unable to accept messages." If the customer stays on the line after the prompt is over, the greeting for the general delivery mailbox plays, followed by a tone. They are then able to leave a message. Said messages are retrieveable by accessing the general mailbox by entering in the mailbox number and the password (which is not 0000) in Feature 981.
From my research, typically, a mailbox is initialized by following the prompts to choose a password and record your name. The general delivery mailbox DOES have a recorded name, and the password has been chosen.
I've logged in to the system manager mailbox to determine the AA settings we have in place by accessing Feature 983. When I press the soft button underneath 'AA', I am given 3 options: GRTG, TABLE, & LINES. We are currently set up to use greeting #2. We have set up greeting table #2. The AA Menu Prompt is set to Y. All timeframes available are setting up for greeting table #2.
I am unsure what 'Atdt:' refers to. Currently I have it set to 44, because when I access Feature 985, it says Set 44. I have NO clue what this means. The general delivery mailbox number is 10. When I press Next, the following option is displayed: CCR tree:disable.
Our main line (#1) has Ans: AA set. Table is set to 2. Rings are set to 5. All other lines have the same settings in place.
When I go into System Manager, and hit the MBOX softkey, I press CHNG to view the mailboxes we have set up. I enter in mailbox 10, as that is the general delivery mailbox and have set the extension number to 10 as well. Service class is 1. I have entered the name as Gen,Mail for directory purposes. Directory is set to Y, as well as Msg Waiting. Outdial is set to POOL.
Here are a few things that I've noticed may not be configured properly. When I attempt to access Feature **CONFIG and enter either A-D-M-I-N, C-O-N-F-I-G, or B-A-S-I-C, I can not get in. The screen doesn't even register that I've entered a password.
I do not know how to check our DN (dir. #) or the number of rings set up for FNA (forward not answered.)
When I go into the Operator Feature (982) and enter in the default password (OPERATOR), it shows Atdt avail:Y, Business open: Y, Answer Lines? Y, and Atdt: 44. Should I have that set up for 10?
I truly don't want to do a system reset or a voicemail reboot, because I'm unaware of the consequences of those actions. Will we have to reprogram all employees' voicemail boxes? And re-configure AA, rings, greetings, etc.?
I've spent hours poring through forums, reading our manual, and checking all paperwork we have filed. Our IT professional is usually not available on short notice, and I'm fairly decent with network configurations and troubleshooting.
Is there any hope out there for me? This is going on day #3 of unraveling the mystery of HOW to initialize the general delivery mailbox, and how to get AA to work properly. Good news is now I'm the resident expert on all the features of our phone system, and have been scaring the crap out of my coworkers with Feature 66!