merlin messaging question

[cycochris]

A customer has a legend 7.0 with merlin messaging. During the day they want to turn off the auto attendant and make voice mail by direct transfer only.
example: a call comes in and the operator answers it. It's for betty. She transfers it to betty, but betty doesnt pick up. The call then comes back to the operator and after seeing if someone else can help she directly transfers it to betty's voicemail.

The way it works now is if betty isn't there it just goes to betty's voicemail.

Also, they dont want it to effect the night attendant at all.

How can we make this work?

 

[tdaugirdas]

You probably should set up the voicemail to follow the Legend schedule. The setup a "night" button on the operator phone - so you can let the system know when you are in "day" vs. "night" mode. You will also have to change the programming in the day vs. night autoattendant menu programming in the voice mail to have it do what you want during the day vs at night. The default in the voicemail business schedule is "closed" always - which means the night autoattendant menu is probably driving the process currently. So, you just need to change the "day" autoattendant programming and set the voicemail schedule to follow the Legend system. When the operator presses the "night" menu button - the voicemail will switch to using the "night" autoattendant programming. When she turns the "night" menu off in the morning - the "day" menu of the autoattendant will take over.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

Besides what Tom has mentioned there are some other features and options to consider if you want the system to operate as you described.

Is the 'OPERATOR' position a QCC or DLC?

With the QCC you get the 'Return Ring' feature. This feature returns an unanswered call to the QCC after a specified number of rings. In addition there is 'NITE SERVICE with Coverage Control' that can turn off the VMS from answering RNA calls during the Day Mode under control of the Nite Key. This can be done on a station-by-station basis.

These features and interactions are described in the FEATURES manual, and I would suggest reading them over to get a thorough understanding of your options and how they work together.

Hope this helps!

....JIM....