MLX Queued Call Console Question

[tipandring70]

I have a Merlin Legend 4.1 with Merlin Mail.
We use a MLX Queued Call Console.
We just had a PRI put in and our mail number comes in on a DID. We want a delayed auto attendant for the day time.
I pointed the DID to the listed directory number and it rings forever during the day and goes right to the auto attendant at night. Thanks in advance.

 

[galexa1004]

It sound like your listed directory number is not in vm coverage; this may not be possible with a QCC. If you are willing to change the QCC to a DLC with multiple SA buttons you can try this (from the Merlin Messaging installation doc)....

If you want most incoming calls to be answered by a Direct-Line Console system operator (or other telephone that is not a Queued Call Console (QCC) system operator position), use Delayed Call Handling. With Delayed Call Handling, incoming calls ring at a DLC system operator console (or at other telephones that have a Personal Line button for the line with the incoming call). If the call is not answered within a certain number of rings, the call is automatically sent to the MERLIN Messaging System and is answered by the Automated Attendant Service. Callers hear the Day Main menu or Night Main menu depending on the time of day and the Automated Attendant Schedule that you specify.

To configure Delayed Call Handling:
On the communications system, configure the following:
Assign lines for immediate ring on the Direct-Line Console (DLC or other telephone that is not a Queued Call Console (QCC) system operator position).
Next, select an unused calling group extension with no members (called a phantom calling group) and assign the lines that you want answered on a delayed basis by the Automated Attendant Service. Assign the MERLIN Messaging System Calling Group as the Overflow Coverage receiver for the Delayed Call Handling Calling Group and program the following Overflow Coverage settings:
Set the Time-Based Overflow to the number of seconds that corresponds to the number of rings that you want the system operator to hear before the call is sent to the Automated Attendant
Set the Number-Based Overflow for the Delayed Call Handling Calling Group to 99.

On the MERLIN Messaging System, assign the new Delayed Call Handling Calling Group extension as an Automated Attendant extension with no phone.


Note: It is not necessary to assign lines to the Automated Attendant in this configuration.

 

[tipandring70]

Thanks galexa1004, but they are not willing to change the console type. Most of our customers have the direct console,
I am at a loss with this type.

 

[merlinman]

With PRI, you have no lines that you can assign to a calling group.

This being said, then you have to have the AUTO ATTENDANT assigned to the QCC's extension number.

Thus, the QCC Operator will NOT have their own Mail Box, unless you assign them a "PHANTOM" mail box.

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

 

[tipandring70]

Thanks Merlinman,
I'll give that a try tomorrow.