Mitel SX 200 Auto Attendant issues - Console not forwarding to voicemail/AA

[litewolf]

I am trying to get this SX 200 configured so that when you call into the main line it automatically goes to an Auto Attendant with choices to press 1, 2, 3, 4 etc to be sent to an extension.
This system has the embedded voicemail.

The attendant console is tied to extension 100 and 0 for the system. I've tried building a "menu" mailbox for extension 100 and setting the menu options. However when you call into the main line it just rings and rings, never goes to voicemail. I can set the console phone to always fwd to voicemail and it still just rings and rings. voicemail is enabled on Extension 100's COS.

For background, I'm a CO guy for Telco and certified on the new mitel and avaya systems, CSSA/Mitel are 0 help on these older systems, literally won't even take a calls regarding them now.

If anyone has ever seen similar issues or knows of some things to check I would be very appreciative.

 

[kwbMitel]

With a Console or Sub-Attendant, the calls typically ring in via LDN Keys.

LDN Keys will not follow forwarding of the phone.

Assuming you want voicemail to pickup after X rings you need to modify the COS of the Console or Sub Attendant (or both to be safe)

COS option 107 controls forward no answer of a LDN Key
COS Option 118 controls the timer

The Night 1 destination in form 14 or form 15 determines the call forward destination.

Caveat: if this is a Hotel, save your customer some grief and do not allow calls to route to rooms via auto-att.

 

[litewolf]

Thank you! that make sense, so you aren't forwarding the extension to voicemail, your forwarding the incoming CO line/LDN to a mailbox.

Not a hotel, just a large business office. I will dig into what you mentioned tomorrow morning, will report back with results!

 

[litewolf]

verified COS options were enabled. I can set day/n1/n2 modes to go to an extension and nothing happens at all. main LDN will ring 5 times on the console set then goes to overhead paging beeping/alert. its like the day/n1/n2 settings aren't doing anthing.

What i'm trying to do is when placed in night mode 1, incoming calls to their main line/LDN are sent to an extension with a Menu mailbox built on it.

If you call the console internalling either 0 or ext 100, it routes the call to the extension/mailbox that i've setup, just not when the mainline is called.

Could the overhead alert picking up after 5 rings be interfering? What form is that configured?

 

[kwbMitel]

I assume by overhead alert there is some form of night bell

You will need to check form 18 for a night bell setup and form 19 for something routing to that.

 

[litewolf]

the alarm port on the front of the mitel is wired into the valcom overhead system, i think thats what sends that into the paging system.

 

[litewolf]

@ kwbMitel,
I want to thank you and this forum, changing the night bell settings in form 18, allowed me to then make changes in form 14, and allowed the day, n1, n2 settings to actually work. Customer's main attendent now rings and then fwd's to an auto attendent/menu mailbox when they put the system in night mode 1.

Nightbell was interfering and not allowing any forwards to happen.

 

[kwbMitel]

Thanks for the feedback, I was wondering where you ended up.

Glad you got it resolved.

 

[The mitel guy]

the mitel express messenger voice mail is garbage and can be brute forced easily rendering it usless.. i would get an external voice mail system to first.

 

[kwbMitel]

@ The mitel guy re: Brute Force
[ul]
[li]You must have serious patience to find Brute force viable when it hangs up after 3 wrong attempts[/li]
[li]You also must not be resetting all default passcodes[/li]
[li]You must also not be familiar with AA via Hunt groups and RADs on the SX200[/li]
[/ul]

There are numerous best practice procedures for ANY voicemail online, check them out.