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Merlin Legend Night Service 2

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WB33

WB33

MIS
Jun 23, 2003
32
US
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
 
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Is extention 558 your only operator? If you have more than one operator - do they have a "night service" button?

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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Yes, 558 is the only operator and they do have a 'NS' button. Thanks Again for all your help.
 
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Err, the 193 is an experiment I was trying to resolve this issue. Just in case that is what you were looking at.
 
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I was - you need to remove it (193). 70 is not a line but a pool of lines - probably 801 thru 808.

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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I would go into voicemail admin, autoattendant 1, night menu and just go through the steps of making changes - but don't make any - and have it resave the settings. Maybe - that will correct something. I would also check the lines assigned to the autoattendant in voicemail programming - since they are not assigned to 770.

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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What assigns a line (800-535-5277) to an auto attendant and how do I verify the configuration. I have identified we are using two auto attendants. AA#1 is not behaving properly with night service. AA#2 works with both Day and Night services. Doesn't this mean that there is more than likely nothing wrong with the night service configuration? Otherwise, AA#2 would not be working, Right?

Also, AA#2 allows me the option to review line assignments. AA#1 does not however. The line assigment option is not even available. This seems strange, but then again don't have a good basis for comparison.

Why would my AA#1 Day service work and not the night service. It is the same Auto Attendant. There has to be something that I am missing.
 
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What version of voicemail do you have? MLM007? Magix Messaging? If Magix, what release?

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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Merlin Mail Voice Messaging Release 3.0

I ended up breaking down and contacting Avaya for support yesterday. Come to find out, a setting in our voice messaging system had been changed. There is a setting that routes all ports to voice mail, automated attendant, etc. Somehow this setting was changed to direct all ports to voice mail.

Thanks again for all your time.
 
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Well - I don't quite understand that Avaya expanation. The setting they mentioned is a "global" port allocation setting in voicemail system parameters. If it had been set to all ports allocated to voicemail coverage - your voicemail system would not have had the autoattendant working in ANY mode. You said your voicemail was operating correctly in "day" mode - just not "night" mode. The port allocation settings in the Merlin Mail and Legend mail are: all ports dedicated to the autoattendants; all ports dedicated to voice mail coverage or a split allocation. The default setting and the one most often chosen is all ports dedicated to the autoattendants - which is where your system should have been set.

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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I would agree with you. Why and How the setting changed and how their solution fixed my problem will remain a mystery.
 
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What king of voicemail did you have? A Merlin Mail R3? A Merlin Legend Mail (MLM 007)? A Merlin/Magix Messaging? Just curious - because the newer voicemails (Magix Messaging) do not have an option for programming port allocation in voicemail administration.

Tom Daugirdas,
President
STCG, Inc.
stcg.com
 
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