Merlin Legend R3.0 w/ Intuity Audix AA routing 1

[FordMan77]

Got thrown into cleaning up some issues on a customers Legend w/ Audix and have everything fixed but one issue.

What they have is 2 lines from the Legend (809 and 810) ring at ext. 499 3 times, if no answer it goes to a specific AA in the Audix (mb 405- setup as AA). The issue I have is that if the caller times out in the AA, or presses 0, it actually transfers the call to ext. 440 (another user on the Legend, and it needs to ring to the main operator console (410).

It has also been brought to my attention that if someone calls internally or transfers a call to ext. 499, they don't get her personal mailbox, just the AA. This person needs to have a personal MB.

How would I go about changing this routing? I tried changing the AA route in the Audix to answer on 809 and 810, but it didn't work like I thought, so I put it back to 499 for now as it was. I'm thinking it may have to be done using another calling group in the Legend.

 

[dagwoodsystems]

I can help if you'll clarify what is needed. At first, it sounded like you were OK with calls to x499 going to the Auto Attendant. What you wanted was an adjustment to the zero/timeout action.

Then in your next paragraph, you say that you want calls to x499 to go into a personal mailbox instead.

"Help me...help you!" --Tom Cruise, Jerry Maguire

Tim Alberstein

http://www.dagwoodsystems.com

 

[FordMan77]

Lol, sorry about the misleading info Tim, I was running out of the office as I typed that. Here's the call flow that needs to happen, hopefully it will make a bit more sense this time.

Call comes into line 809 or 810. Rings at ext. 499 3 times. If no answer, go to an AA in the Audix (AA 405). If the caller does NOT pick an option from this AA or presses 0, then the call should go to ext. 410 (main operator console).

This ext. 499 also needs to retain her personal mailbox for calls that are xfered to her or internal calls.

Hopefully this clears things up a bit. Thanks!

 

[dagwoodsystems]

If it were me, I would program it like this:

1. Renumber an available adjunct to x405
2. Add an appearance of lines 809 and 810 on x405
3. Assign x405 as the Principal User for 809 and 810
4. Assign x405 to the voicemail cover group
5. Build mailbox 405 as the Auto Attendant

6. Program a "Cover x405" button at x499
7. Assign x499 to the voicemail cover group
8. Build mailxbox 499 as a standard user mailbox


Calls to those two lines "ring" phantom x405. Since x405 is covered by x499, the user at x499 will have a chance to answer those calls as well. However, if x499 DOESN'T answer the call, coverage will flow to mailbox 405 (because x405 is the Principal User of those lines).

Calls to x499 directly will go to mailbox 499, if unanswered.

* * * *

For the AUDIX changes, login and type "change subscriber 405" (without the quotes). Go to the third page of the form and you'll see how the current attendant menu is set up. Arrow down to Button 0, tab over to the Extension column and type in 410. Tab again to reach the Treatment column and type in Transfer.

Do the same for the Timeout entry: put 410 in the Extension column and Transfer in the Treatment column. Hit the enter key to save.

Test it when you're done. You should find that both Timeout (no indication of choice) AND pressing 0 will take you to x410.

Tim Alberstein

http://www.dagwoodsystems.com

 

[glg01]

With Legend R3.0 you will have some limitations. Can you post your extension directory? lg

 

[dagwoodsystems]

The Principal User feature was available in Legend R3.0. As far as I know, that would have been the only trip up.

Tim Alberstein

http://www.dagwoodsystems.com

 

[glg01]

FordMan77 Do as Tim says....except you obviously don't have to cover x405 on x499. You already have lines 809 and 810 appearing on x499 and this will allow you to continue to answer both lines, which couldn't be done if you just cover x405 on one button.

Also, depending on how many more extenions have these 2 lines appearing on their sets you can't just use any available adjunct to assign the lines to....that is why I wanted to see the extension directory. And you don't have the cover delay per extension in this release.

Anyway, Tim has all the info you need to get the zero out issue working....I have this gut feeling that 499 is covering to the Audix and hits the Auto Attendant routing table and that is how it is answered by AA x405. If that is the case then you will have change this table to allow 499 to become a regular mailbox so it can get its own messages. Due to the possibility of a holiday, business schedule, day, night, and alternate mbx's being in there you change...AA x405 (in the Audix) to something else. Then put a line on this table just like you see for 499 now. Test by dialing x405 in the phone system to be sure it plays okay. THEN remove or delete the line with 499 on it and create the 499 mailbox. lg

 

[dagwoodsystems]

Thank you for the assistance, glg01. You are clearly on top of your game, and I appreciate you fortifying my good points as well and pointing out some of the "gotchas". With your help, we'll get this guy fixed up. Thanks again.

Tim Alberstein

http://www.dagwoodsystems.com

 

[FordMan77]

glg01, here is the ext. dir. you were wanting to see...

1/ 1 410 FRONT N N N N U 3 1/21 7159 N N N N U 3
A 1/ 2 423 CONF 2 N N N N U 3 1/22 4500 N N N N U 3
A 1/ 3 444 SBM N N N N U 3 1/23 7302 PAV-VM N N N N U 3
A 1/ 4 428 RMM N N N N U 3 1/24 7303 N N N N U 3
A 1/ 5 411 DLW N N N N U 3 1/25 7304 HJZ-VM N N N N U 3
A 1/ 6 454 SE N N N N U 3 1/26 4503 MODEM N N N N U 3
A 1/ 7 414 JMC N N N N U 3 1/27 7306 DEC-VM N N N N U 3
A 1/ 8 429 CAE N N N N U 3 1/28 7307 RJR-VM N N N N U 3
A 2/ 1 509 JM N N N N U 3 2/21 4502 N N N N U 3
A 2/ 2 422 JHM N N N N U 3 2/22 522 MODEM N N N N U 3
A 2/ 3 417 TPM N N N N U 3 2/23 7310 MMK-VM N N N N U 3
A 2/ 4 527 LLOYD D N N N N U 3 2/24 521 MODEM N N N N U 3
A 2/ 5 492 EJP N N N N U 3 2/25 7312 ECH-VM N N N N U 3
A 2/ 6 431 AK N N N N U 3 2/26 7313 PYL-VM N N N N U 3
A 2/ 7 528 OPEN N N N N U 3 2/27 4501 N N N N U 3
A 2/ 8 439 PDR N N N N U 3 2/28 7167 N N N N U 3
A 3/ 1 420 CHD N N N N U 3 3/21 7316 N N N N U 3
A 3/ 2 440 OSA N N N N U 3 3/22 484 N N N N U 3
A 3/ 3 443 TEB N N N N U 3 3/23 7318 N N N N U 3
A 3/ 4 442 JSHAH N N N N U 3 3/24 7155 N N N N U 3
A 3/ 5 447 SLA N N N N U 3 3/25 7320 N N N N U 3
A 3/ 6 413 JT N N N N U 3 3/26 7321 N N N N U 3
A 3/ 7 433 JCH N N N N U 3 3/27 7322 N N N N U 3
A 3/ 8 418 JLLE N N N N U 3 3/28 7323 N N N N U 3
A 4/ 1 526 PSFTWRE N N N N U 3 4/ 2 470 FUTURE N N N N U 3
A 4/ 3 480 FUTURE N N N N U 3 4/ 4 489 SERVRM N N N N U 3
A 4/ 5 464 NSL N N N N U 3 4/ 6 435 VP N N N N U 3
A 4/ 7 468 ED B N N N N U 3 4/ 8 512 CKW N N N N U 3
A 4/ 9 476 RH N N N N U 3 4/10 7308 HT N N N N U 3
A 4/11 514 POLYC N N N N U 3 4/12 498 TLC N N N N U 3
A 5/ 1 448 AGS N N N N U 3 5/ 2 465 RJ N N N N U 3
A 5/ 3 507 SSHAH N N N N U 3 5/ 4 409 MSG N N N N U 3
A 5/ 5 513 CONF RM N N N N U 3 5/ 6 7141 OPEN N N N N U 3
A 5/ 7 456 TELRM N N N N U 3 5/ 8 430 DTP N N N N U 3
A 5/ 9 7145 OPEN N N N N U 3 5/10 7504 OPEN N N N N U 3
A 5/11 7146 OPEN N N N N U 3 5/12 449 OPEN N N N N U 3
A 6/ 1 7101 DJP N N N N U 3 6/ 2 424 CES N N N N U 3
A 6/ 3 463 SLF N N N N U 3 6/ 4 441 DLW N N N N U 3
A 6/ 5 446 DLH N N N N U 3 6/ 6 7157 OPEN N N N N U 3
A 6/ 7 459 VISITOR N Y N N U 3 6/ 8 455 BWT N Y N N U 3
A 7/ 1 7156 OPEN N N N N U 3 7/21 7356 N N N N U 3
A 7/ 2 457 JJS N N N N U 3 7/22 7357 N N N N U 3
A 7/ 3 458 SGB N N N N U 3 7/23 7358 N N N N U 3
A 7/ 4 462 MLJ N N N N U 3 7/24 7359 N N N N U 3
A 7/ 5 485 FRR N N N N U 3 7/25 7360 N N N N U 3
A 7/ 6 486 KITCHEN N N N N U 3 7/26 7361 N N N N U 3
A 7/ 7 419 DLD N N N N U 3 7/27 7362 N N N N U 3
A 7/ 8 7116 OPEN N N N N U 3 7/28 7363 N N N N U 3
A 8/ 1 7110 N N N N U 3 8/ 2 481 PAP N N N N U 3
A 8/ 3 482 JSK N N N N U 3 8/ 4 460 AA N N N N U 3
A EXTENSION DIRECTORY


A 8/ 5 7168 OPEN N N N N U 3 8/ 6 599 RMD N N N N U 3
A 8/ 7 7170 N N N N U 3 8/ 8 7171 N N N N U 3
A 8/ 9 7172 N N N N U 3 8/10 7173 N N N N U 3
A 8/11 7174 N N N N U 3 8/12 7175 N N N N U 3
A 9/ 1 487 PRNT RM N N N N U 3 9/21 7376 N N N N U 3
A 9/ 2 488 SNS N N N N U 3 9/22 7377 N N N N U 3
A 9/ 3 7119 OPEN N N N N U 3 9/23 7378 N N N N U 3
A 9/ 4 490 DMS N N N N U 3 9/24 7379 N N N N U 3
A 9/ 5 491 SG N N N N U 3 9/25 7380 N N N N U 3
A 9/ 6 437 VJC N N N N U 3 9/26 7381 N N N N U 3
A 9/ 7 493 MJV N N N N U 3 9/27 7382 N N N N U 3
A 9/ 8 7125 OPEN N N N N U 3 9/28 7383 N N N N U 3
A 10/ 1 495 LBRY N N N N U 3 10/21 7384 N N N N U 3
A 10/ 2 503 PAV N N N N U 3 10/22 7385 N N N N U 3
A 10/ 3 497 OPEN N N N N U 3 10/23 7386 N N N N U 3
A 10/ 4 499 CRC N N N N U 3 10/24 7387 N N N N U 3
A 10/ 5 452 KAM N N N N U 3 10/25 7388 N N N N U 3
A 10/ 6 500 OPEN N N N N U 3 10/26 7389 N N N N U 3
A 10/ 7 445 JGA N N N N U 3 10/27 7390 N N N N U 3
A 10/ 8 425 GLY N N N N U 3 10/28 7391 N N N N U 3
A 11/ 1 426 JEW N N N N U 3 11/21 7392 N N N N U 3
A 11/ 2 7158 OPEN N N N N U 3 11/22 7393 N N N N U 3
A 11/ 3 501 PICONF N N N N U 3 11/23 7394 N N N N U 3
A 11/ 4 525 MIT N N N N U 3 11/24 7395 N N N N U 3
A 11/ 5 502 FMB N N N N U 3 11/25 7396 N N N N U 3
A 11/ 6 504 DL N N N N U 3 11/26 7397 N N N N U 3
A 11/ 7 505 GNB N N N N U 3 11/27 7398 N N N N U 3
A 11/ 8 523 JPH N N N N U 3 11/28 7399 N N N N U 3
A 12/ 1 510 KMR N N N N U 3 12/21 7400 N N N N U 3
A 12/ 2 412 OPEN N N N N U 3 12/22 7401 N N N N U 3
A 12/ 3 427 HHL N N N N U 3 12/23 7402 N N N N U 3
A 12/ 4 415 DJP N N N N U 3 12/24 7403 N N N N U 3
A 12/ 5 515 MNCONFR N N N N U 3 12/25 7404 N N N N U 3
A 12/ 6 434 NJ N N N N U 3 12/26 7405 N N N N U 3
A 12/ 7 436 TBD N N N N U 3 12/27 7406 N N N N U 3
A 12/ 8 461 CMS N N N N U 3 12/28 7407 N N N N U 3
A 13/ 1 467 PMOSS N N N N U 3 13/21 7408 N N N N U 3
A 13/ 2 516 JAR N N N N U 3 13/22 7409 N N N N U 3
A 13/ 3 469 AES N N N N U 3 13/23 7410 N N N N U 3
A 13/ 4 421 SLS N N N N U 3 13/24 7411 N N N N U 3
A 13/ 5 483 JMP N N N N U 3 13/25 7412 N N N N U 3
A 13/ 6 416 MT N N N N U 3 13/26 7413 N N N N U 3
A 13/ 7 451 INDCONF N N N N U 3 13/27 7414 N N N N U 3
A 13/ 8 408 CEC N N N N U 3 13/28 7415 N N N N U 3
A 14/ 1 506 SAHA N N N N U 3 14/21 7416 N N N N U 3
A 14/ 2 494 DMM N N N N U 3 14/22 7417 N N N N U 3
A 14/ 3 438 RJM N N N N U 3 14/23 7418 N N N N U 3
A 14/ 4 511 RWT N N N N U 3 14/24 7419 N N N N U 3
A 14/ 5 508 JLLO N N N N U 3 14/25 7420 N N N N U 3
A 14/ 6 453 DWO N N N N U 3 14/26 7421 N N N N U 3
A 14/ 7 7456 OPEN N N N N U 3 14/27 7422 N N N N U 3
A 14/ 8 5555 OPEN N N N N U 3 14/28 7423 N N N N U 3
A 15/ 1 5564 OPEN N N N N U 3 15/21 7424 N N N N U 3
A 15/ 2 3345 OPEN N N N N U 3 15/22 7425 N N N N U 3
A 15/ 3 5567 OPEN N N N N U 3 15/23 7426 N N N N U 3
A EXTENSION DIRECTORY


A 15/ 4 432 MNG N N N N U 3 15/24 7427 N N N N U 3
A 15/ 5 496 KH N N N N U 3 15/25 7428 N N N N U 3
A 15/ 6 7229 OPEN N N N N U 3 15/26 7429 N N N N U 3
A 15/ 7 7230 OPEN N N N N U 3 15/27 7430 N N N N U 3
A 15/ 8 7231 N N N N U 3 15/28 7431 N N N N U 3

 

[glg01]

Okay Fordman77 the preferred adjunct on this print out is the x7159. If 7159 is not used then make it x405 using step 1 of Tim's instructions. Were you able to renumber 405 in the Audix? Since 499 is actually doing the routing you can renumber it anytime. I am not positive the routing table will update if you "cha sub 405" to something else. You should probably do this first. If you change sub 405 to an available number....display the routing table and see if it updated. If it didn't "cha aut rou" and tab down the line where 405 is and replace this with the new number you used for 405. lg