Merlin Legend Phone system AA line Problems 1

[d9137]

I have a Legend phone system and we are a split company with lines 801, 802, 803, 804, and 811 answered by AA1. These work fine, however, the other side of the building does not want AA service on their lines (805-810) 805 is currently being answered by AA2 which I removed and it defaulted to AA1. How do I remove line 805 from being picked up by any AA???? This has been plaguing my staff for weeks now. Please help.

 

[tdaugirdas]

How do you have voicemail setup now? The typical way to have different AA's answer different lines is to use overflow groups with no members. The lines to be answered by an AA are attached to the overflow group. The overflow group extension has a voicemail box pointed to the specific auto-attendant that is to anser those line calls. If your voicemail setup is standard (using 770 as the voice mail calling group) - go into system programming, extensions, more, group calling, line/pool, enter the voice mail calling group extension and press inspect to see if line 805 is in that group. If the transfer to AA's was done through overflow groups - you need to kill the one that was pointed to AA2 (remove the voicemail box from voicemail, remove the line (805) and remove the overflow to the voicemail group (usually 770).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[d9137]

Thanks for your quick response, however, I followed your steps provided and I found that I have 2 groups, 770 which only lists 811 and 771 that includes 805-810. Is there anything else I can do or maybe some info that I can provide to make this easier? Thanks for all your help so far.

 

[ttech]

try Removing lines 805-810 from group 771

 

[tdaugirdas]

Look at the "members" of 770 and 771. I assume both of these groups have as members all or some of the voice mail port extensions #'s. If you are removing the lines from group 771 - I would also remove the members, and change the group type back to it's default of "autologin" and hunt type to circulat. What I find cutrious is that you did not find a group covering lines 801 - 804. If 770 only has line 811 attached - how are the other 4 being answered by AA1? Do all calls on lines 801-804 go straight to AA1 - or do they ring at an operator position first? If they ring at an operator first - then an overflow group - which you have not found yet is involved. Do a print out of calling groups - and see if you find one with lines 801-804. Also, check to make sure 805 is not in there. If it is, remove it - otherwise calls on 805 will also go to AA1.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[d9137]

All calls on 801, 802, 803, 804, and 811 ring once to the entire system, then dump into AA1. Currently so does 805. 805 should not. I am not capable of printing anything from the system as I only have the console phone (the LCD phone) to program with. I'm sorry for my lack of knowledge with the phone system as I am a Network Admin. I just got the phone system thrown into my lap being the only technical minded person here.

 

[tdaugirdas]

Well - you need to get a copy of WinSPM - so that you can connect to the system with a PC or laptop. Go look at your system and see if you have an 016 Basic Telephone or 012 Basic Telephone module installed. The labels will be on the front top of each module. If you do - go to the Avaya.com website, Support, All Products Alphabetical. Scroll down to Merlin Legend Systems, click on it, click on software downloads, click on WinSPM software, find the R4.0 to R5.0 upgrade patch - download and install it on the PC or Laptop you can use to connect to the system. Then, go back to the Avaya webiste and successively download and install the patches needed to upgrade the software to R9.0. Once you have done that - post back - and I will provide instructions for printing the report you need to your PC.

Tom Daugirdas,
President
STCG, Inc.
stcg.com