Merlin Legend Night Service 2

[WB33]

We keep our main operator station in night service mode while covering lunches at the office. All calls are routed to a general system greeting; prompting users to enter an extension to talk with various departments, etc. At least that is how things we working until today.

Now, all calls are being routed directly to our internal voice mail system. In other words, our customers are being prompted to enter their extenstion and password to check voice mails. Very Strange! I have no idea what changed, how this happened, or where to begin looking for any clues. Any help is very much appreciated.

Thanks,
Will Brisendine

 

[tdaugirdas]

Sounds like your voicemail calling group (usually 770) got messed up. If that is your voicemail calling group (770) - make sure it is still "hunt type" linear and "group type" integrated voice mail. Also check that it still has all of the voicemail ports attached as members and lines attached that are to be covered by voicemail. If you are using an overflow group for voicemail - check that it still overflows to 770 and that the correct lines are still attached. Not knowing how your voicemail is setup - makes it hard to guess what went wrong.

You could always do a backup of the processor from the PCMCIA card. The last autobackup would have been Sunday at 2am. If no programming was done to the system from Sunday - I would probably do a restore of programming first - but your system will be "down" while you do it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

Thanks, Tom.

We have had issues with our voice mail. It all started after a few brownouts in our area. I am a novice at this phone stuff, but I'll give it a shot. Thanks for your input.

 

[tdaugirdas]

Well - I hope the brownouts did not damage the processor or voicemail. As I mentioned in my first post - I would first do a processor backup restore from Sunday. Most of the programming that affects the AA answering lines is done in the system - not the voicemail. So - this may correct your problem. If not, then maybe some of the programming in the voicemail got messed up. Hopefully - if this is a Magix voicemail with a port license card - you have done a recent backup to it - or if it is a newer model to a PC as well. If not - you should get in the habit of doing backups periodically - it saves a lot of reprogramming time and effort.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

I tried the restore, but no luck. Same problem. Our VM is calling group 770. I verified that the "hunt type" is linear and "group type" is integrated voice mail. Not using an overflow group that I can tell.

I can't seem to find a way to include an attachment, but I ran a report and placed it on our company website. It's all Greek to me, but hopefully it will help identify what is going wrong.

http://www.bradshawgroup.com/callgrp770.bmp

 

[tdaugirdas]

If the autoattendant answers your calls immediately - no prior ringing to an operator/receptionist - then you have no overflow group. So, assuming no overflow - check to see if the phone lines (numbered starting with 801, 802, etc.) are attched to 770. To do this press menu, system programming, start or exit, extensions, more, grp calling, line/pool, 770, enter, inspect - to see if all lines are still there. If not, you need to enter them. If there is overflow - the lines will NOT be attached to 770 - but whatever the overflow group is. Post back on what you find.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

No lines & pools are assigned to calling group #770.

 

[tdaugirdas]

One other question - does the voicemail system work correctly in "day" mode (when "Night Service" button is off)?? If so - then we are trouble-shooting in the wrong place. We need to check the "Night Service" setup.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

Just about to ask that. Yes, the 'Day' menu works. It's just the night menu that seems to be broke. Sorry.

 

[tdaugirdas]

OK - so then there is probably no issue with the basic setup of the voicemail. There could be two issues: Night Service setup is screwed up or the voicemail is no longer following merlin legend mode for the business schedule. You need to check both. Do a print of "night service" and post it here. Go into voicemail administration and verify that the business schedule is set to " follow merlin legend mode".

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

Oh - and check the date and time settings in voicemail administration - just to make sure they are somewhat close to the phone system time.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

----- Site Captured: 5/8/2006 -----
NIGHT SERVICE INFORMATION

OPERATOR 558 DGCG #: 770
STNS : 558
LINES :

Password :

Current Day : OFF

Turn off at: Turn on at:
Sunday : :
Monday : :
Tuesday : :
Wednesday : :
Thursday : :
Friday : :
Saturday : :

Emergency Allowed List:
0)
1)
2)
3)
4)
5)
6)
7)
8)
9)

NS Excluded STNS:

Coverage Control enabled : Yes
----------------------------------- ANNOTATION ------------

 

[tdaugirdas]

OK - I don't see any lines entered for night service coverage. How many lines do you have? and what kind of lines are they? Even if they are in pools - for night service you enter them as lines. Have you checked to see if the voicemail schedule is set to Merlin Legend mode?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

The business schedule is set to " follow merlin legend mode" and the system time was off (1)hour.

 

[tdaugirdas]

Try entering at least one of your lines to night service. Then turn on the night service button - and call that line from a cellphone - and see if the voicemail system works correctly. If it does - enter the rest of your lines that are supposed to be covered by voicemail.

You mentioned earlier that none of your lines were attached to VM group 770 - that tells me they are either attached to the autoattendant in voicemail or they are in an overflow group. Does the voicemail AA answer immediately in "day" mode?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

Day mode: Yes, we get the auto attendant.
Nite Mode: No, we get 'Welcome to Merlin Mail'.

Added lines to 770 calling group; 801, 802, 803, etc. but no dice.

 

[tdaugirdas]

Are you sure you have the "night" menu of the autoattendant programmed? Go into voicemail administration, autoattendants, #1, night - and listen to the menu prompt - is that what you are hearing?

Also - remove the lines you added to 770. I meant to add a single line to NIGHT SERVICE in system programming - and then put the system in "night" mode and call in on that line from an outside phone (cell) - and see if the voicemail answers correctly.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

No, the 'Night' auto attendant is not what I am hearing. We have a special announcement recorded for our 'Night' auto attendant. I am hearing a generic 'Merlin Mail' announement. The announcement prompts for me to enter an extension and # sign. I guess this is another way I can check my voice mail from home.

Oh, I can't add a line using system programming because we are not setup to use multiple auto attendants. Unless I am misunderstanding what you are asking, again.

 

[tdaugirdas]

How many phone lines do you have? What is the main phone#? That should be line 801 - if it is a regular Telco line. Now, press menu, system programming, start, night service, groupassign, lines, 558, 801, enter. Now call the main phone number from your cell - while the "night service" button is lit. If voicemail answers with the night AA menu - then add the rest of your lines (802, 803, etc) to Night Service.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[WB33]

Our Main Line is 800-535-5277. We have 10 Lines that I can see. They are 70, 801-808, and 832. Here is what I have entered, but still NO night service AA.

NIGHT SERVICE INFORMATION



OPERATOR 558 DGCG #: 770
STNS : 558 193
LINES : 801 802 803 804 807 808

Password :
Current Day : OFF
Turn off at: Turn on at:
Sunday : :
Monday : :
Tuesday : :
Wednesday : :
Thursday : :
Friday : :
Saturday : :

Emergency Allowed List:
0)
1)
2)
3)
4)
5)
6)
7)
8)
9)