Merlin Messaging Automated attendant transferring

[tracypaquette]

Hello,

I have been trying to setup an extension to transfer back to the automated attendant. The extension work when dial from the automated message but all I get is a busy signal when trying to actually send a caller to that extension. Tech support told me to set up a mailbox but if I do that then I do not have the option to assign the automated attendant to the extension. Anyone have a clue. This is Merlin Messaging 2.5 system

Thanks

 

[TouchToneTommy]

You must also put the extension in the Voice Mail Cover Group (usually 30).

Renumber an adjunct extension to something in your dial plan that makes sense. Put it in the Voice Mail Cover Group. Change the Group Cover Delay to 1 ring. Create a matching mailbox and assign the Auto Attendant to it.

 

[tracypaquette]

Well i tried to setup group coverage but the system acts a though the extension does not exist. I also cannot create a mailbox and then assign an auto attendant to it. I can Either assign an automated attendant to the extension OR I can assign a mailbox to the extension BUT I cannot do both. The system will not allow me to do so. Here is an example:

I setup extension 870 and assigned the automated attendant to it. Once done the system will not allow me to add a mailbox to that extension.

So, I setup 870 with a mailbox. Once done the system will not give me an aption to assign an automated attendant to it.

I setup group coverage with the automated attendant assign to extension 870 and the system says the extension does not exist.

I just keep going round and round in circles and can't seem to figure out to setup a "Phantom" mailbox that is assigned to an automated attendant.

Any further info would help.

 

[TouchToneTommy]

Why do you want to assign BOTH a mailbox that answers and takes messages AND an auto-attendant to an extension? Yes, you can do one or the other, but not both. Do you have a conflict with trunk 870 and your extension 870? Or have you renumbered your trunks to something else? I guess I would need some more information on how you want your calls to flow to be able to give a better answer.

 

[tracypaquette]

Sorry, let me explain.

What I have done is made several announcement giving directions to our office depending on what direction the person is coming from. This is in the main Auto Attendant as option 5. What happens is people call and talk to someone who then gives directions. What we would like to do is be able to transfer that person back to the auto attendant OR to the submenu that the directions are on. Only thing we can do now is give directions OR tell them to call back and press 5.

Now maybe I'm going about this the wrong way but it seems to me this should be possible. I do not want to have the call sent to a place they can leave a message, the only reason I tried setting up a mailbox was because someone told me this is what needed to be done.

Thanks,
Tracy

 

[TouchToneTommy]

OK, all you need is a phantom extension that has voice mail coverage, and a "mailbox" that matches its extension number that is pointed to the auto attendant.

All of your MLX and TDL telephones have a 2nd "adjunct" extension number, for a module that goes into the MLX phones for single line interface that no one uses anyway. But the extension numbers are just sitting there, doing nothing, allowing you to use them for just such an application.

If your system is in "set up space", the default extension number for your first phone is 7100, and the first adjunct is 7300. I'm sure that your phones have been renumbered to something else that is more logical, but the adjuncts are probably at default.

To find your first adjunct number, in SPM go to Maintaince. Then Port, Station, dial "#01", Enter, Status, Next. Now you are looking at your first adjunct extension, and its extension number. Make a note of it. If it is 7300, and you would like it to be something closer to your current extension numbers, you can renumber it. Say your extensions are in the 100 range, maybe make it 199. In SPM, go to System Renumber, Single, Adjunct, dial the old extension numner, Enter, dial the new number (199), Enter.

Put this adjunct extension number in the Voice Mail Cover Group. Normally this is group 30. Extensions, More, Group Cover, dial 30, Enter, press Inspect (Page Down). If you see the other extension numbers that go to voice mail, you've got the right group. Back, Group Coverage, dial 30, Enter, dial the extension number (199), Enter, Inspect, make sure the new number is there. If the screen doesn't show all the extension, hit More to see the next page.

Now log into the Merlin Messaging's System Administrator's mailbox, press 9 for programming, 2 for extensions, dial the extension number and # (199#), and press 3 to assign an auto attendant to the extension. Enter the auto attendant number (1 through 4), and listen to the prompts to mard it as "without a phone", even though you have the adjunct "phone" that points to it.

Now you should be able to simply dial extension 199 (or whatever you used) or transfer a caller to it, and be answered by the auto attendant.

 

[tracypaquette]

Thank you. Now working correctly.