Merlin Legend R5 -- MLM 007 -- Call routing

[samthedog99]

I have a call flow/routing issue I'm trying to fix:

We have 2 consoles: ext's 100 and 104 (primary cover for 100 after 3 rings)

right now we have the incoming calls ringing at 100 for 3 rings then both 100 and 104 for 3 rings. Then the call goes to 100's voicemail box, which we don't want. We want the call to go to the day AA, which is ext 198 (set up with AA COS in VM)
If I put 198 as a secondary cover for 100, would the call go to the AA after the primary cover? When I dial 198 directly, I get the AA greeting.

Thanks.

 

[TouchToneTommy]

Loop start lines, or T1/PRI?

No, the calls will cover to the original target of the incoming call, not to any of the other coverage points.

If lines, you will assign the lines to an unused calling group, and used time based overflow to send to the voicemail calling group with enough time for the phones to ring first.

If T1/PRI, you give up 100's mailbox, and recreate with a COS that sends to the AA

 

[samthedog99]

I think there are both CO lines and PRI.

So, If I have the overflow to 770, will the system automatically play the day AA, ext 198?

Thanks.

 

[TouchToneTommy]

Only if the group overflowing to voicemail is also ext 198.

The usual drill is to take an unused calling group, such as 791 (791 being the highest numbered 3-digit calling group), and assign the lines or pools to it. Go to overflow, overflow it to the voicemail calling group (usually 770), set Number Based to 99, Time Based to 5 seconds per ring (so 30 seconds for 6 rings). Next, go into the voicemal, create mailbox 791 with a class of service of 15 which will point it to auto attendant number 1

 

[samthedog99]

TTT,

I used your suggestion to make the mailbox for 100 an auto attendant mailbox. Easy fix, works like a charm. Thanks for the help.

mto