Merlin Legend Call Center question

[Gabilini]

We have a merlin legend and merline mail (release 3. All calls route through Merlin Mail with an auto attendant. If a caller presses the call center prompt, the voicemail checks it's open/closed times for the call center. If it is during open times, the caller is routed to one of three phones. The agents log into the phone but I think that is only used for call center reports. The problem that we are having is if no one is "manning" the phones, even though they are not logged in, and the voicemail sees that it is open hours, the caller is directed to one of those phones and it rings/no answer until caller hangs up. Is there anyway I can set up a coverage path to voicemail on those extensions or what can I do to manipulate the phone system to reroute it back to the voicemail or another extension that has voicemail capabilities if no one answers during open hours?

 

[jahms]

You could check into setting up the overflow of your calling group(ex. 775) to the voice mail calling group.(770) Set the number based overflow to 99 and the timed based overflow to how many rings you want before it goes to the mailbox. (5 seconds = 1 ring)
Then build a mailbox of your calling group (ex. 775)
That's were I would begin.

 

[Gabilini]

Thanks jdslay, that worked, however, it also applies to callers who go into queue, which is not what we want. When I set up the overflow, all calls in queue are overflowing to the voicemail extension after a certain amount of time. Right now, callers in queue are holding at 65 seconds, if i put the overflow at 130 seconds to be on the safe side, that is 26 rings and I don't think a caller will wait that long hearing ring no answer if the call center is not staffed and it is open hours. any other options?

 

[jahms]

I thought you wanted calls not answered in the group to be covered by voice mail. If this is not an option you could build another group of phones and overflow to that. It would be nice if you had the Merlin MSg 2.5 or higher so that you could play announcements in lue of ringing.