Merlin 7 Auto Attendant intermittent Trouble 1

[Resintel]

We have a Merlin 7 system with AA programmed to answer and route all incoming calls. The following has been occurring intermittently for the past 3 weeks:

- Incoming calls are answered by the AA, but are told the mailbox(es)is full, when they aren't.

- Incoming calls are not being answered by AA.

System has the following config:

Power
Processor
408/GS/LS-MLX
408/GS/LS-MLX
008 MLX
800 GS/LS
400 GS/LS/TTR
POWER
012 Ring Gen.
008 MLX
008 MLX
Merlin Messaging
Empty Slot
Blank Card

 

[dagwoodsystems]

I would test each TTR in the system and busy out any that are broken or intermittent. Outside of that, I'd suspect the Merlin Messaging itself. The "mailbox full" message may be due to a misrouted call to the general mailbox, thus a broken VM card. The Auto Attendant not kicking in again suggests a broken VM card. It's really the only board for that system that has moving parts.

Tim Alberstein

http://www.dagwoodsystems.com

 

[Resintel]

Thanks Tim,

I'll follow up with this tomorrow.

 

[dagwoodsystems]

Do you know how to test TTRs?

Tim Alberstein

http://www.dagwoodsystems.com

 

[Resintel]

I pulled these instructions from another thread; are they correct?

Testing Touch-Tone Receivers

The 016 (T/R), 016 ETR, 400 GS/LS, and 412 LS-ID-TDL modules each provide
four touch-tone receivers (TTRs). The 008 OPT, 012 T/R, 800 DID, 800 GS/LS-ID
and MERLIN Messaging System modules each provide two TTRs. The 0X24 TDL module provides
eight touch-tone recivers.

To test TTRs, follow these steps:

1. Pick up the handset of a touch-tone single-line telephone that is connected to one of the
modules that provide TTRs.

2. Dial *04 and the 2-digit number (starting with 01) of the TTR that you want to test.
You should hear a busy tone if the receiver is in use.
You will hear a reorder tone if you misdialed or addressed a
receiver not in your system. (This can happen if, for example, you dialed 07 and your system has
only one 016 (T/R) module and one 800 GS/LS-ID module, for a total of six TTRs.)

3. If you hear reorder tone, try again.
If you hear dial tone after one to three seconds of silence, proceed with this test.

4. Dial 123456789*0#. You should hear a dual-tone multifrequency (DTMF)
signal as each button is pressed.
When you finish dialing, you should hear a 3-beep confirmation tone.

5. Repeat the test for each TTR.

 

[dagwoodsystems]

Good job, man. Now my rule of thumb is that if you try this a number of times on any given TTR (this is where redial comes in handy), you want to make sure that you're not getting silence half of the time. If you're approaching anything close to 50% failure rate, then busy out that TTR.

It's basically *04 XX (two digit ttr number) 123456789*0#. If you hear "buh buh buh", you're good. Repeat a few times. If you hear silence, keep going and track the fail to success rate.

These tests will be performed from a garden variety analog set or your test set from a port on the 012 card.

Tim Alberstein

http://www.dagwoodsystems.com

 

[Resintel]

I'll put this to work next week, and post my outcome.

Thank you much

 

[merlinman]

One other note: According to BELL LABS. "buh buh" is as good as "buh buh buh".

They told us that either one is acceptable as PASS, rather than fail.

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

-merlinmansblog.blogspot.com

 

[dagwoodsystems]

Buh buh versus buh buh buh. That's funny Jack! Sounds like we're doing a comedy routine or something. You are right, of course.

Tim Alberstein

http://www.dagwoodsystems.com

 

[Resintel]

The customer has decided to upgrade to an Avaya IP Office.

Again, thanks for your input.