Merlin Mail Dial 0/Timeout action

[noisecode]

I have a customer who has a Legend with MLM007 voicemail. They have a delayed answer auto attendant answering calls after a few rings. The Dial 0/Timeout action on the auto attendant is "transfer to call answer operator". I have the system setup to automatically go to night mode at 4:00pm. When in night mode, someone calls in, goes to auto attendant and times out and is transferred back to the attendant at extension 200, but even though the system is in night mode the call just rings and rings on the MLX-20L rather than covering to the night service group. If I had the MLM007 transfer to extension 200 rather than call answer operator would this make a difference? The dial 0/timeout calls from the auto attendant have to somehow make it to the night service group. Any ideas/suggestions?

 

[telecomtekperson]

Night service would be for the immediate answering. ONce the call is transferred out of the AA, it is going by coverage. If there is a DND button on the receptionist phone, use it, that will make calls go to the mailbox, BUT certain questions arise..
1.is the attendants mailbox as the gen mbox?
2.what do you want t happen when someone presses 0/timeout?

 

[noisecode]

Ok, I'm new to this so I may not have been very clear. Basically, they have a DID range, a call comes in to their main number on the DID range to ext 300. 300 is a renumbered MFM which covers to an auto attendant. When people O out it goes back to the operator, and during the day people in the office will hear this and be able to pick up the phone using general pickup or some other FAC (not sure, not that important). What they want to have happen is, at a certain time every day the calls which would normally O out to the console (ext 200) instead cover to their dispatch area which is in another area of the building to cover the calls. What I'm thinking of doing is having the night service menu for that auto attendant transfer to a MFM which has primary coverage immediate ring setup on the phones in dispatch.

 

[telecomtekperson]

Yes, but remember that you can only use 8 cover buttons per ext. If that is a problem you could loop an analog ext port to a CO line port. Then assign that CO line port on peoples phones (more than 8)

 

[noisecode]

Ok, so here's what I found as a recap for myself and anyone else who may come across this thread:

To create an auto attendant to answer incoming DID calls you will need to create a mailbox in the voicemail system corresponding to the DID number. You will need to set the COS of this mailbox as either 15, 16 or 17 (15 first aa, 16 second aa etc). Then, if you would like something close to immediate handling, renumber an unused MFM to the corresponding DID number and have it cover to voicemail with the lowest number of rings possible (1?). This isn't something I actually had to do so I am just assuming.

When a call comes out of an auto attendant either to call answer operator or the direct extension of the operator it will NOT go to night service coverage group even if the system is in night service mode.

I ended up setting the night service menu of the auto attendant on their main line to Dial 0/Timeout to extension 7311 which I then added primary coverage buttons on the phones which would need to answer this call along with the main console.