Merlin Messaging - Mailbox does not pick up calls 1

[boalturas]

Hi,

We have a Merlin Magix R1.5 + Merlin Messaging R2.0 at work. Most mailboxes work as they should (if a call is not answered in 4 rings the mailbox kicks in). Only two extensions/mailboxes just keep ringing forever if not answered by a human. I have Merlin Messaging Administration and WinSPM 5.0 installed on my PC and the software correctly communicate with the messaging system and the switch. I compared those two problem extentions with rest of them. Apparently every setting is identical, in particular, the "call answer mode" are set to "Record" for all extensions.

This is not my main job, just a side task to fix it. I am not particular familiar with the system. Just want a quick way to fix it. What should I look into?

Thanks in advance.

 

[merlinman]

Most likely the problem is in the MAGIX Programming. The usual cause is the extensions are not assigned to the Cover Group that goes to Voice Mail. (Usually Cover Group 30)

If you can't find the problem you can print and post extension info for a good extension and for a failing one, and we can look it over.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[boalturas]

Thank you merlinman. I checked the "details" tab of a working and a problem extension. It was the coverage group 30 (103 does not work. 102 works). I added those two problem ext to coverage group 30 now they work. Kudo!

However I saw something that I do not understand. Before I added those two ext to group 30 there was nothing in the group but all other ext work. Now those two are the only thing in the group. I expected to see all other but the two are in the group. Why?

Extn SS/PP Type
103 1/ 5 4424D+

CTI Link : No Alarms: ACTIVE
Pool Access :N/A
Page Group : 798
Primary Coverage :
Secondary Coverage :
Coverage Group :
Group Coverers :
NS Groups : 100
Group Calling Member:
Pickup Groups :
Allowed Lists :
Disallowed Lists :
Restrictions : UNRESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-0 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : OFF
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : ON
Coverage Inside : ON


Extn SS/PP Type
102 1/ 4 4424D+

CTI Link : No Alarms: ACTIVE
Pool Access :N/A
Page Group : 798
Primary Coverage :
Secondary Coverage :
Coverage Group : 30
Group Coverers : 770
NS Groups : 100
Group Calling Member:
Pickup Groups :
Allowed Lists :
Disallowed Lists :
Restrictions : UNRESTRICTED
ESS Sup. Status : NOT ACTIVE
ESS Restrictions : ESS-0 - NO RESTRICTION
Auto Callback : OFF
Call Waiting : OFF
Abbreviated Ring : ON
Line Preference : ON
Shared SA Ring : ON
Receive Voice Calls : ON
Coverage Inside : ON

 

[merlinman]

Here's what's wrong:

102 Has this; Coverage Group : 30.

103 Does not.

The cure; ADD 103 to Coverage Group 30.

At the Main Console:

Menu > System Program > Start > Extensions > More > Grp Cvr > Enter 30 then Enter 103.

http://home.comcast.net/~merlinman

-merlinmansblog.blogspot.com

 

[boalturas]

Yes, I added the problem extension 103 to coverage group 30 and the problem is fixed. Thanks again.