Merlin Messaging Questions

[cworley]

I have a customer that has 2 diffrent business both with Merlin Legends and Merlin Messaging/Mail.

At one of his businesses he wants to program the vm to pickup after 6 rings and he wants the customer to be able to select who he wants to get. I understand (from memory) that to pull this off, I need to program a calling group (i.e. 771) and put all incoming lines in this group and make it overflow to VM (770) but when I do this, the phone answers after one ring and states "Extension 771 is not available tranfering you..." and the it just rings and never picks up. Here is what I have tried here.

1. setup call group 771 as an autologin group type.
2. added lines 801 - 804 to this group
3. set overflow to 770

What did I forget

Business 2 wants to have a night mode button on extension 10 so that when they leave at night they will get a prompt to leave a message or be transferred to an extension that is forwarded to his cell phone. How do I pull this off with out a day menu?

Sorry for my ignorance, It has been a while and I have slept a lot since I have had to do any of this, and after programing Inter-tel switches, this is almost greek now.

 

[tdaugirdas]

You forgot to set up a voicemail box for 771 - type 15 (i.e., autoattendant type of box)in voicemail administration.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

You also need to change the overflow calls to 99 and the overflow time to about 25 seconds. (for group 771)

 

[cworley]

Thanks for the help guys.... How about the night mode with no day menu, is that possible, I already have the night mode button on the operator computer, but how do I make it pickup only at night? If I add the CO Lines to the call group then they will pickup after so many rings during the day right?

 

[TouchToneTommy]

Do the same as for delayed answer during the day, but set the overflow time so high that the call will be answered, or the caller will give up and hang up at their end.

 

[cworley]

Ok, I followed the steps above, and here is what is happening now. The day service picks up after first ring, even after I have set overflow time to 25seconds and queue to 99. I have also noticed that once the call gets into voicmail after that ring, the ports on the Merlin Mail box stay red and co lines on the phone stay green...... Also how do I assign the general mailbox extension?

Thanks in advance for all the help.

 

[tdaugirdas]

Don't set queue to 99, set number based overflow (1st overflow option) to 99 from 0. Time based should be about 3 to 4 seconds per ring. I would use 13 to 16 seconds for 4 rings - and test it - to adjust up or down.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cworley]

Thanks I will give that a try this evening. How do I set who is the general mailbox extension?

 

[tdaugirdas]

You set it under system parameters - one of the choices should be general mailbox owner. You set an owner for each active Autoattendant - the default is the operator extension (lowest logical extension).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cworley]

Thanks TDA,

All of that works.... But now I have a problem where the VM is keeping the line appearance open so you can't use the line on the phone. I went and checked the VM and sure enough the ports are staying open and the only way to clear it is to unplug the cord from VM to the tip ring card and plug it back in. Any Ideas?

 

[merlinman]

Under lines & trunks, set LS Reliable Disconnect to YES.

 

[tdaugirdas]

Is Reliable Disconnect set to "on" in the system. If the voicemail is a Magix - are all of the available voicemail ports rotary enabled?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[cworley]

Thanks TDA the Reliable Disconnect was it. Now that people are leaving messages in the general mailbox, the owner wants to be able to forward them to the right person, when he tries to transfer, the VM for that extension never answers, in fact, when you try to call and extension, it just rings and rings, never goes to VM, what in the world is wrong here. I don't like to fact that he bought all of this from ebay, but I am stuck with it.

 

[tdaugirdas]

The extentions in question - are probably not set up to be covered by voicemail. Check to see that all of the extentions with mailboxes are in Cover Group 30. And, also that the voicemail group (usually 770) is setup to provide coverage for Cover Group 30.

Tom Daugirdas,
President
STCG, Inc.
stcg.com