Merlin Legend MLM R3.0 AA can't Transfer to VM 2

[jgturpin]

If I get a call and answer at X10 and then transfer to an Ext, (11 for example) it will ring and not transfer to VM. If I take the same call and press XMXfer and then Ext 11 it WILL got to VM.

When the AA picks up it answers the call and is programed to Press 1 for X11, Press 2 for X12 etc.

The call will ring a few times and then go back to the AA, it never rings the X11 or goes to VM.

I have checked the Transfer return times, the Cover groups, the MLM is programed right and the exts are set up. I am totally stumpped.

 

[1043]

Is the extension in the VMS cover group.(usally 30 or 1)
If so check to see if your transfer return is set higher than the group cover delay for that extension.

 

[tdaugirdas]

Print out a report for extension 11 and take a look at the programmed buttons for it. Make sure there are no VMS Off buttons that are active. Look at coverage for it as well (Primary, Secondary). Make sure the extension is listed in the cover group for voicemail (usually 30). It will say Coverage Group: 30. Check to see if the extension is covered by someone other than the voicemail calling group (usually 770). Look at the line "Group Coverers". It should only be the VM group 770. If there are other coverers - it has to exhaust that coverage before it will go to voicemail.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

A EXTENSION INFORMATION


A Extn SS/PP Type
A 11 2/ 2 ATL

A Pool Access : 70 890 891 892 893 894 895 896 897 898 899
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 30
A Group Coverers : 770
A NS Groups :
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : ON
A Coverage Inside : ON
A Forwarding to :
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Remote Forward Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : Yes
A Language : English
A Authorization Code :
A EXTENSION INFORMATION


A Extn SS/PP Type
A 11 2/ 2 ATL

A Button 34 *21 Blank Status None
A Button 33 *21 Blank Status None
A Button 32 *21 Blank Status None
A Button 31 *21 Blank Status None
A Button 30 *21 Blank Status None
A Button 29 *21 Blank Status None
A Button 28 *21 Blank Status None
A Button 27 *21 Blank Status None
A Button 26 *21 Blank Status None
A Button 25 *21 Blank Status None
A Button 24 *21 Blank Status None
A Button 23 *21 Blank Status None
A Button 22 *21 Blank Status None
A Button 21 *21 Blank Status None
A Button 20 *21 Blank Status None
A Button 19 *21 Blank Status None
A Button 18 *21 Blank Status None
A Button 17 *21 Blank Status None
A Button 16 *21 Blank Status None
A Button 15 *21 Blank Status None
A Button 14 *21 Blank Status None
A Button 13 *21 Blank Status None
A Button 12 *21 Blank Status None
A Button 11 *21 Blank Status None
A Button 10 *47 Do Not Disturb Status Off
A Button 9 *22 Auto Dial 12 Status None
A Button 8 *22 Auto Dial 14 Status None
A Button 7 *22 Auto Dial 17 Status None
A Button 6 *22 Auto Dial 16 Status None
A Button 5 *22 Auto Dial 18 Status None
A Button 4 *56 Direct VoiceMail Status Off
A Button 3 *16 SysAcc Ring -I Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Ring -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:
A

 

[tdaugirdas]

If the "Do Not Disturb" button is trully "off" - then the calls should go to voicemail. I would go into voicemail admin, and delete the mailbox for extension 11, then recreate it - in two separate transactions. Sometimes, that is necessary. I also assume Selector Code 1 in AA1 is set to transfer the call specifically to extension 11 versus "Direct Extension Transfer". I would double-check the maximum extension length set in voicemail as well - it should be 2 (assuming you have no 3-digit extensions). I don't like 2-digit extension numbering schemes - it uses up too many selector codes in voicemail.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

Ext 11 is in the (30) cover group for VM.

Group Calling 770 is X18 and X19 (the VM exts.)

Coverage groups covered for group calling 770 is 30.

 

[tdaugirdas]

Besides deleting and recreating extension 11's voicemail box - I would also delete it from Cover Group 30 and then - in a seperate operation - put it back in. Sometimes, this dlete/reinstall activity fixes the problem.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

Yes, DND is off. The menu def for AA1, selector code 1 is transfer to "11", and not direct ext. transfer. The max ext length is 2.

 

[tdaugirdas]

Did you try deleting Extension 11 from Cover Group 30 and deleting the mailbox - and then reinstalling both?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

Well is not just X11, 11-16 are the same way so I don't think deleting the MB's will do the trick. I have removed it from the cover group and put it back several times, to no avail.

 

[tdaugirdas]

So - you are saying that both outside and inside calls to extensions 11 thru 16 don't go to voicemail? Humor me - delete the mailbox for extension 11 and in a seperate transaction recreate it - and let's see what happens.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

Yes I removed 16 and deleted the MB then tried again, it says transfering call then rings and goes back to the AA.

Any other ideas?

 

[jgturpin]

The only way VM works is if I use VMXfer and transfer directly to the users VM box. It rings a few times and then goes in.

If I transfer to the use (a call) it rings and then rings back to 10 (the transfer) or back to the AA (if it answers the call and is the transfer).

Make sense?

 

[tdaugirdas]

OK - Give me a better understanding of what happens - or should happen - when an outside call comes in. And, tell me briefly, how the Voice Mail system is setup. I am assuming that an outside call goes directly to AA1 and is answered, and then routed, based on options you have set up? Is that correct?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

What is the operator (zero/time/out) set to in voice mail. The default is 768 - and it should stay that way. If you changed it to "10" - change it back to the default.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[jgturpin]

Ok during the day a call comes in 1 of 3 POTS lines. X10 the OPr answers and then transfers the calls to the users (X11-16) or to there VM. If the OPr is out or at lunch we want the day AA1 to answer and direct the call. "press 1 for joe X11, 2 for jim X12, 3 for john X13" etc. Then transfer to the user or go to there VM after 3 or 4 rings.

At night the call will go to AA1 night and and direct the call the same way.

 

[jgturpin]

I changed it to 10 let me change it back to 768 and see what happens.

 

[jgturpin]

Should the port allocation be all AA, split or all VM ?

 

[jgturpin]

I changed it from X10 to 768, and it didnt seem to help. Maybe I changed it in the wrong place? Where is the settings at in MLM? MB 9997# , password , opt 9 password, etc..

 

[tdaugirdas]

You want the default - all AA. Does it work now?

Tom Daugirdas,
President
STCG, Inc.
stcg.com