Merlin Legend DID - Ring to two extensions (operator and a secondary receptionist) and then automate

[zeromeg]

Have a setup where a circuit has DID so calls to their main# get 377 which is expanded to 6377 matching their extension scheme. 6377 is in the Merlin Messaging as an Automated Attendant and so it gets answered by the system. They would like to change it so that it rings 4-5 times to two extensions which are part of group 773 and then if they do not answer, have the automated attendant kick in.

I've been able to get it to ring and ring but not have the automated attendant kick in after x rings say 5 (25 seconds). With analog lines I have done the 791 group setup similar to 6377 which is only an extension. Perhaps I'm trying to over complicate it or just over-tired.

Any best suggestions as to how to do this.

 

[TouchToneTommy]

PRI? or T1? PRI, use the incoming routing tables to delete and add digits to make it ring to the Operator, put Primary Coverage button for the Operator on the 2nd set, and make the mailbox for the Operator point to the auto attendant.

 

[zeromeg]

PRI. All the extensions there are using DIDs so they are sending three digits. We are adding a 6 to the front as the extensions are 6300-6359. So people do call direct to various people. I can't impact the others. When it was setup we had the phone company modify their main# to send 377 and I have 6377 as an Auto Attendant. The operator is 6300. The other extension is 6330 that will also answer calls.

Setup an actual phone for 6377 and have the two operators primary cover it?

Anything else I've tried rings the operator but just keeps ringing.

 

[TouchToneTommy]

You can change the PRI table to expect 3 digits, match 377, delete 3 digits, add 6300. This will target 6300 directly, and follow 6300's coverage (to voicemail, where you delete mailbox 6300 and re-create pointing to the AA). 6330 gets a Primary Coverage button for 6300.

You could renumber an adjunct to 6377, put a Primary Coverage 6377 button on 6300 and 6330, add 6377 to the VM coverage group, and point mailbox 6377 to the AA.

 

[zeromeg]

I already have the adjunct 6377 and the VM cover and AA. Just no primary coverage buttons.

In an old PC VM I recall being able to list more specifics for routing but on the Legend itself I thought you only have the one record and I need to match 377 and still let the others work properly too. Didn't see where I could do both.

 

[zeromeg]

It's a T1 PRI so it's following what is configured in the DID area. Not sure if/what I can do under PRI. Nothing configured there at all as far as I'm aware.

 

[Telecomboy]

If it is a straight T1 then you cannot manipulate the digits. You need a PRI to do that.

 

[zeromeg]

I went the route of setting up the primary coverage buttons.

 

[TouchToneTommy]

Regarding PRI Routing - there's a FAQ section for this forum, and here's the one called Setup PRI incoming routing with digit manipulation

What's in the DID section only affects analog DID trunks, not T1 or PRI

 

[zeromeg]

Thanks. One more quick question for you. Caller ID isn't appearing any longer on incoming. Where should I start looking? This started when I removed two operator extensions that shouldn't have been and had to reprogramming those extensions for the buttons they needed.