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.

 

[jgturpin]

TTRs ???? I don't understand.

 

[jgturpin]

Can you give me a little more detailed step by step to use the overflow. I am not use to working on this system and it's a little hard to put all the options in the correct place. It's a little like being an expert on Win XP and working on Win for workgroups.

 

[tdaugirdas]

OK. The basic (clear) instructions for this by the way - you can find in the Magix Messaging 2.0 instruction manual - downloadable from Avaya.com. Basically, nstructions do not recommend using "delayed answer" set in the voice mail. They recommend using an overflow group as I tried to describe earlier.

The basic setup is this:

1. You set up a Cover Group (usually 30) and put all of your extensions that will be covered by voicemail in that group.
2. You set up an integrated voice mail calling group (usually 770) that has as "members" all of your voice mail ports. Make sure the group type is set to "integrated voice mail and hunt is set to linear. If you want the AA to answer on the first ring always - put all of your lines and/or pools to be covered by voicemail in 770.
3. If you want all calls to first go to the operator - you use a voicemail overflow group - such as 791.
4. There are several steps to setting up the overflow group. First, you assign all of the lines and/or pools to be covered by voicemail to that group (791). The group should have NO members - and leave hunt type (circular)and group type (auto logout) at the default. Then choose overflow, type in the group number (791), type in the voicemail group it should overflow to (770), then choose "number based" overflow - backspace over the default of 1 and change it to 99, enter; then choose "time based", backspace over the default 0 and put in roughly 4 seconds per ring = 12 to 15 seconds, enter. Now, one last step. Go into voicemail admin, choose mailboxes, create a mailbox, enter 791, choose type 15 (if you are using AA1). You do not need to make a directory entry for the mail box - if you want to record a name - call it "voicemail overflow group". Once you get confirmation that the mail box has been set up exit out of voice mail admin.

Now an incomming call, covered by voicemail, will ring at the operator phone for the specified number of seconds defined in 791 overflow, after that it goes to 770 and is answered by AA1. From there - whatever options you set up in AA1 take place.

That's it - it should work like a clock.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

As for TTR's (Touchtone Receivers): the voicemail has 2. What other modules are in the system? An 012 T/R card has 2; an 016 T/R card has 4. A 400 TTR card has 4, etc. You need to count up the total you have in the system, then you need a single-line phone plugged into an open 012 or 016 port to run the tests. If you have an 012 or 016 Basic Telephone module - let me know - and I will tell you how to test the TTR's.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[comdata]

Hi Tom, can you enlighten me a little on LDN's. Correct if I'm wrong, but wasn't x768 used for earlier Release Legend systems? Doesn't the R7 use x800 as the LDN? Which leads me to my question: I upgraded a customer 2 years ago from a R4 to an R7. Since then I have had phantoms rings and hangups at the DLC operator position, but could never quite pinpoint where they were coming from. Both the R4 and the present R7 are in Key Mode; customer didn't want to change appearance of phones. After reading this post I noticed that the Intuity Audix has an "su" setup for x768; does this "su" need to be changed to x800 to match the LDN of the R7 system? I'm thinking that customers calling into the Intuity and miss-dialing perhaps, cause the Intuity to attempt to send it to the DLC operator but can't complete because the LDN 768 is not valid for the R7. Can you or anyone shed any light on this? Thank you.

Alex

 

[tdaugirdas]

Hi Alex: I am not sure what you mean by the LDN. Usually that refers to a DID Listed Directory Number. The extension 768 I was talking about in this post - is the usually non-existant extension number that the voice mail system uses to transfer a zero/time-out call to the Auto-attendant to the lowest logical extension in the system - usually the main operator's phone (ext 10 or 100 - or whatever it happens to be). The voice mail systems use extension 768 as the "call service operator" - because it is most often not a real extension in the system - and there are advantages to using 768 versus changing the "call service operator" extension in voice mail programming to the actual operator's extension. The 768 extension has nothing to do with the phone system itself - just the voice mail unit - regardless of what processor or processor software version is in use.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[comdata]

Tom, thanks for the reply. I forgot that the LDN was used in conjuction with DID numbers. When I did a "printall" on the R7 Legend, it showed the LDN to be x800. I was hoping for a little miracle.

Alex

 

[jgturpin]

Slot # 1: 800 GS/LS
Slot # 2: 008
Slot # 3: 012

Does that help for TTR's ?

 

[tdaugirdas]

Well - if that is the only modules you have - then you only have 4 TTR's - very easy to have all of them in use - and none available to do required work. Check your processor error logs and see how often the error "all TTR's unavailable" shows up - it could be the root cause of the problems you have been experiencing. You should think about buying and adding another module with TTR's, like another 012 module, or better yet an 016 T/R or 400 GS/LS TTR module - which would give you 4 more available TTR's. You need an available TTR for each Voice Mail transaction as well as each activity (call, transfer, etc.) by a single-line phone. My guess is - your system often runs out of available TTR's - and that assumes that the four you have are working correctly.

Look at the following excerpt from the manual:

Symptoms Indicating Need for More TTRs:

The following symptoms indicate that the system needs more TTRs.

Single-line telephone users do not get dial tone when they lift the handset to dial out.

The voice messaging system fails to transfer calls.

Calls fail to ring or go to coverage prematurely.

Reorder tone on UDP/ARS calls using tandem tie trunks.

Delay in MWL tie trunks when tie trunks are available.

Tom


Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

You can test the TTR's you have from any single-line telephone connected to the 012 module.

To run the test:

Get intercom dial tone, dial *04, then dial 01 to test the first TTR, press each of the buttons on the phone dialpad in order starting with 1 and ending with #, you should hear a two or three beep confirmation that the TTR is OK. If you don't get the 2 or 3 beeps - then the TTR may be defective.

Now do the procedure again - this time dialing 02, then again dialing 03 and again dialing 04.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TravelingTom]

I don't think he has an 012 card in the system. The 012 on the printout is the MLM. He only has two TTR's but he only has two ports in the mail system. If it is a four port mail system then he has two not in the calling group 770. The number of ports needs to be verified.

 

[tdaugirdas]

TravelingTom: He has two TTR's in the MLM007 and I thought he had 2 more in the 800 GS/LS - which would = 4 total TTR's. But, in checking furthher, it looks like only the 800 GS/LS ID module has the two TTR's I was thinking of.

So - he really needs to add a module with some extra TTR's - like the 400 GS/LS TTR module or an 016 Basic Telephone module. Either one would give him the 4 extra TTR's he really needs.

Tom Daugirdas,
President
STCG, Inc.
stcg.com