Merlin Legend Console Coverage

[jjdad]

Hello to all.

I have a customer with a Merlin Legend R3 system that I only work on every three years or so, and the documentation is minimal, so I need a little help with this one.

Their AA answers the phone exclusivley and gives the standard options to enter a known extension, look up a last name, or wait for an operator.

The console is ext. 20 and no one monitors this extension. If a call comes in the dial zero/timeout is pointed to ext. 20. It will ring at the console 9 times then is transferred to extension 28. If 28 doesn't answer, it bumps to extension 24, then to extension 30.

With the documentation available, I have tried to use the *49 codes to cancel coverage, change coverage etc. But when I try to use these * codes at the console, it just beeps and nothings seems to change. I was thinking there was a better way to change this on the console.

Also, I don't have WinSPM anymore.

First question...

1. How do I get extension 28 out of the console coverage line up? What they want is for the dial zero/time out to transfer to console (ext. 20) then transfer to ext. 24, then to transfer to ext. 30.
Please give a step by step method programming from the console.

2. How do I change the number of rings at the console (ext. 20) from 9 rings to 3 or 4 rings, so the call is transferred sooner?


THANK YOU to any and all responses. This is a GREAT forum!

 

[tdaugirdas]

To get Ext 28 out of the sequence - you will need to go to that extention and delete the "cover" button for the Operator extention. Go to that phone, press Inspect - and press the buttons by the desi label - until you find one that says Primary or Secondary Cover for the Operator Ext. Press Home, Press Menu, prog(ram), touch that cover button and press delete. Make a note of the type of "cover" button (Primary or Secondary and whether their is a -D(elayed Ring) or a -I(Immediate Ring)at the end.

Now go to ext 24. It probably has a "cover" button for Ext 28 and/or the Operator. If the "cover" button is for ext 28 - you will need to change it to "cover" the Operator. Make it the same type as Ext 28 had.

You probably will not need to make any changes at Ext 30.

By the way - all of the manuals for this system are available for download at Avaya.com. The MLX display telephone User Guide will give you the information you need to setup/remove "cover" buttons. You can also get the Feature Reference Manual - which has an alpha listing of all programmable features.

As for the delay time in coverage - that needs to be done through the "extention" programming menu from WinSPM and/or a 20L phone. You need to change the number of "Cover Delay" rings for either/and or Primary, Secondary and Group Coverage for the Operator Extention. The available range is 0-to-9 rings. So see what they are - and reduce them several rings for either/and or Primary/Secondary coverage. The normal default is 3 rings.

Tom Daugirdas,
President
STCG, Inc.
stcg.com