Merlin Magix Auto-attendant-help!!! 2

[dlwebb]

I have a Merlin Magix that was recently reconfig-ed for a PRI for outbound calls. Since the reconfig, the auto attendant has been picking up imediately. I have checked the group coverage delay and even tried assigning the only remaining pots (trunk 801) line to the attendant to no avail. This system has a very "unconventional setup (Voice mail group is 7929, vice 770) which makes me a little weary about delving deeper into trial and error. Any of you experts out there are welcome to give me ant tips you may have.

 

[merlinman]

Well, 7929 is just another calling group. In fact, it is the LAST ONE you can have (w/Default Numbering)

When I set them up, I like to use 777, but whatever...

I would print the GROUP CALLING info and see what extensions are in the group.

THEN, i would print each extension, or go into central programming and inspect them to see if they have any lines assigned.

That's where I would start.

 

[dlwebb]

Ok, I have done that, and exts.128-131 are the 4 ports assigned for VMS. I had previously adjusted the ringing at each extension to delay the attendant pickup, which did not work. Which ports should I assign the lines to? Are they not most likely already assigned since the Auto attendant is picking up all calls immediately?

 

[tdaugirdas]

Do you have a voice mail overflow group set up? That is the typical way to delay voice mail pickup. Usually all phones are set to "no ring" on all lines - except for the operator/receptionist. That way a specific phone only rings when a call is transfered by the receptionist or the autoattendant. The voice mail overflow group allows the call to ring at the receptionist phone for 4 to 5 rings and, if not answered by the receptionist, flows to voice mail for routing by direct extension transfer or dialing by directory orn whatever options you set up. All lines are usually assigned to this overflow vm group - rather than the voice mail calling group. The overflow group overflows into the vm group (in your case 7929) with number overflow set to 99, and time-based overflow set to about 12 to 16 seconds or so. A voice mail box with the same extension# as the vm overflow group is set up in voice mail and the box type is set to AA1 or whatever autoattendant you are using.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[merlinman]

Post the Group Call info you got for 7929 and perhaps we can figure something out.

 

[TouchToneTommy]

Sounds like you're receiving calls through the PRI as well as using it for outgoing. Does that mean that the carrier is sending you DNIS digits? If so, what do they match? Perhaps an extension that is covered to voice mail and pointed to the Auto Attendant.

If so, you might want to renumber the Operator position to match the digits, and change the Operator's mailbox to be the Auto Attendant. Give the Operator an adjunct number with coverage for personal calls/voice mail.