Multiple voicemail e on same phone 3

[kurtr1]

Hi,

I'm running a Merlin Magix with an Intuity voicemail system, and Legend MLX phones (mostly MLX-10DP's), with an auto-attendant programmed.

I have a user who is responsible for two separate extensions. One is his own, the other is a general sales inquiry line. His physical phone is extension 102, and when he gets a voicemail message on that extension, his voicemail light lights up. The other extension is 196, which does not correspond to any physical phone. He has a primary cover button for 196. When he gets a voicemail message on the 196 extension, his voicemail message light does not light up. Is there any way I can indicate to him that he has voicemail on extension 196? It would be acceptable to have two message lights, or one combined message light. It would also be acceptable (but not preferable) to put messages from either extension into one mailbox.

Thanks for any help.

Kurt

 

[tdaugirdas]

Create a group - rename it to 196, make ext 102 the message receiver for Group 196.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

Thanks for your reply.

I might sound like I know more than I do. I really know just enough to be dangerous.
I'm using winSPM. I assume I create a group using SystemProgramming/Extensions/GroupCover,
and 196 is entered as a Sender extension.
Is that what you mean by rename it to 196?
Then, how do I make 102 the message receiver for Group 196?

 

[tdaugirdas]

No - the group would have no members. You need to pick a group - say 791 or 790 and renumber it to 196 - using system renumber, single, group. I assume you already have a voicemailbox for 196. If the voicemail is merlin messaging - tell it 196 has a phone - so it sends a message alert.

Under extentions, message - enter the group as 196 (after it is setup) and make 102 the message receiver. That way 102's message light will lite whenever the group mailbox 196 has a message. Ext 102 will have to check it's own mailbox and the 196 mailbox.

Of course you first have to renumber 196 back to it's setup space number or something else - so that 196 is available

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

The extension 196 exists only as a primary cover. When I do this, I cant seem to assign a Primary cover buton to 196. Is this because it is no longer an extension, now it's a group?

Kurt

 

[tdaugirdas]

Do you need 196 to ring? If so - then you cannot do what I suggested. Put everything back as it was before. Then use a calling group - say 788; set it to autologin type with the only member being ext 196. Make 102 the message receiver for the calling group 788. Create a mailbox for the calling group 788 in voicemail. Delete the voicemail box for 196 and take it out of the cover group for voicemail. Overflow the calling group 788 to your regular voicemail calling group (usually 770), set number-based overflow to 99 and time-based to about 18 seconds for 4 rings on 196 before the call goes to the voicemail box for 788. Ext 102 will have to check the voicemail for 788 and 102.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

I tried it, but extension 196 just rings and doesn't go to voicemail. Some issues I'm not sure about though. When I've created a new extension, I've never created a voicemail box, I've only added the extension to Cover group 30, which is using Calling group 770. So to delete mailbox 196 I'd remove it from Group 30. Since 776 is a group, I cant add it to Group 30, Instead I overflow it to 770 as you defined. Regarding Overflow, does the number based overflow and time based overflow apply to group 788 ? You mentioned 196 here, but that's an extension not a group.

Is there something I have to do to specifically create or delete a mailbox?

Kurt

 

[tdaugirdas]

Removing an ext from group 30 only disables voicemail coverage - it does not remove the actual mailbox in voicemail. Ditto for creating a mailbox. You creat/delete mailboxes in voicemail admin thru the admin mailbox. What voicemail module do you have. Group 788 does not need to be added to cover group 30 - since we have it overflowing to 770. Just put ext 196 back - as it was - except remove it from cover group 30 and delete it's mailbox in voicemail admin. It will be replaced by the mailbox you create for ext 788 (your calling group). The flow will be like this: A call comes into ext 196. Ext 196 will ring as well as 102 (via the Primary Cover). Since 196 is part of calling group 788. After no answer for 18 seconds, the call will flow to voicemail group 770 and the mailbox for 788 should answer the call. A message is left in mailbox 788. Because ext 102 is set as the message receiver for Calling group 788 - the message lamp is lit at 102 for the message left in 788. So you don't need the mailbox for 196 anymore. You may have to adjust the coverage rings for ext 196 - if the above does not work.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

The Audix Intuity is our voicemail and auto-attendant system. I believe the act of adding a subscriber there creates a mailbox, as well as allowing the extension or group to be integrated into the auto-attendant. I've done that for 788. 196 still exists there too, otherwise I wouldn't be able to forward to it from the auto-attendant.

I've checked calling group 788 has 196 as a member, is set to autologin, with 102 as the message waiting extension, and 788 has overflow to 770 with number based overflow set to 99 and time baased overflow set to 18. 788 and 196 exist as subscribers in the Audix Intuity. 196 and 788 are not in cover group 30 for email.

It looks as if 788 does not have voicemail. Could there be something missing in the overflow settings? If 788 does not overflow to 770, it wont go to email, right? Looking at calling group 770, it has as members the voicemail ports 142, 143, 144, 145, 146, and 147.

I've tried lower numbers for the number based overflow of 788 to 770, and for extension / cover delay / group cover for 196. Still no voicemail when calling 196 - just rings and rings.

Kurt

 

[tdaugirdas]

I believe you need to create a mailbox for ext 788 in Audix. Make sure the overflow is set right in system programming. Menu, system program, extentions, more, group calling, overflow, 788 enter, 770 enter, number-based set to 99; time-based set to 18 seconds. Double-check in Audix and see that 788 exists. If there is a way in Audix - tell Audix that 788 "has a phone" - otherwise it won't send email lite notification. Try dialing ext 788 directly - and see what happens. ext 196 and 102 should ring, then after 18 seconds flow to voicemail box 788.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

Overflow for 788 is set exactly as you said. 788 does exist in Audix. If I dial 788 direct, neither 102 (which is a physical extension) or 196 (which exists as a cover only) rings, but after hearing four error rings (long ring and short beep) in the earpiece, the call goes to voicemail for extension 788. The light on extension 102 does NOT light.

It seems like it shouldn't ring on 196 or 102 if I dial 788. 196 should ring to calling group 788, not the other way. And 102's only link should be as the message waiting extension. The fact that 102's message light does not light is a bad sign, as if that function doesn't work in our system for some reason.

Kurt

 

[tdaugirdas]

Yeah - you're right. Sounds like the overflow piece is working to get it to the mailbox for 788. Is 196 an adjunct? Is the cover button for 196 still in existence on ext 102. Can you print and post the extention information for 196 and for 102?

I assume when someone dials ext 196 directly, ext 102 rings. And, if I understand - a call goes to the Audix AA and the AA transfers to ext 196 - to start the process.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

Correction - message light on extension 102 DOES light.

 

[tdaugirdas]

Let's try this. Remove 196 from Cover Group 30. Remove 196 as a member of 788. Put ext 102 in as a member of 788. Rename ext 196 to something else. Renumber Calling Group 788 to 196. Now try. First try dialing 788 directly. It should ring 102 4 times and flow to voicemail for 788.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

196 is an adjunct (I'm not clear on the difference between an adjunct and an extension - is it that an extension is meant to be a physical device - but I know it was created as an adjunct).

The cover button for 196 is still in existence on extension 102.

Whether I dial 196 directly, or through the Audix AA and the AA transfers to 196; the physical extension 102 rings on the 196 cover button. It doesn't go to voicemail in any case.

Here are the ExtInfo printouts for Extensions 102 and 196, and Group 776.

**** Ext 102 **********************************************
A EXTENSION INFORMATION


A Extn SS/PP Type
A 102 1/ 3 MLX-16DP

A CTI Link : No Alarms: ACTIVE
A Pool Access : 6
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group : 30
A Call Screening : OFF
A Group Coverers : 770
A NS Groups :
A Auxiliary Work Time : NOT ACTIVE
A Group Calling Member: 774
A Group Calling Log In: 774
A Agent ID :
A Pickup Groups : 1
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-2 - NO RESTRICTION
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : ON
A Coverage Inside : ON
A Forwarding to :
A Delay Forwarding : 0
A Rmt Call Frwd Pool :
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: No
A Trunk Transfer Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : No
A Language : English
A Authorization Code :
A 2B Data Port : No
A Primary Ring Delay : 2
A Secondary Ring Delay: 2
A Group Cover Delay : 2
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:
A EXTENSION INFORMATION


A Extn SS/PP Type
A 102 1/ 3 MLX-16DP

A Button 34 *21 94708740 Status None
A Button 33 *21 Blank Status None
A Button 32 *21 Blank Status None
A Button 31 *21 Blank Status None
A Button 30 *21 Blank Status None
A Button 29 *21 Blank Status None
A Button 28 *21 Blank Status None
A Button 27 *21 Blank Status None
A Button 26 *21 Blank Status None
A Button 25 *21 Blank Status None
A Button 24 *21 Blank Status None
A Button 23 *21 Blank Status None
A Button 22 *21 Blank Status None
A Button 21 *21 Blank Status None
A Button 20 *21 Blank Status None
A Button 19 *21 Blank Status None
A Button 18 *21 Blank Status None
A Button 17 *21 Blank Status None
A Button 16 *21 Blank Status None
A Button 15 *21 Blank Status None
A Button 14 *21 Blank Status None
A Button 13 *40 PrmryCov 100 -I Status None
A Button 12 *782 Headset Status Status Off
A Button 11 *781 Headset Hang Up Status None
A Button 10 *22 Group Call 770 Status None
A Button 9 *56 Direct VoiceMail Status Off
A Button 8 *47 Do Not Disturb Status Off
A Button 7 *88 Pickup Group Status None
A Button 6 *84 Redial Status None
A Button 5 *40 PrmryCov 196 -I Status None
A Button 4 *21 Blank Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Voice -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:
A
**** Ext 196 **********************************************
A EXTENSION INFORMATION


A Extn SS/PP Type
A 196 1/31 UNEQUIPPED

A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 102
A Secondary Coverage : 101
A Coverage Group :
A Call Screening : OFF
A Group Coverers :
A NS Groups :
A Auxiliary Work Time : NOT ACTIVE
A Group Calling Member: 776
A Group Calling Log In: 776
A Agent ID :
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-2 - NO RESTRICTION
A Auto Callback : OFF
A Call Waiting : OFF
A Abbreviated Ring : ON
A Line Preference : ON
A Shared SA Ring : ON
A Receive Voice Calls : ON
A Coverage Inside : ON
A Forwarding to :
A Delay Forwarding : 0
A Rmt Call Frwd Pool :
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : No
A Rotary Enable : No
A Remote Forward Allow: No
A Trunk Transfer Allow: No
A NS Exclusion : No
A Voice Announce Pair : No
A Voice/Data Pair : No
A BIS/HFAI : No
A Language : English
A Authorization Code :
A 2B Data Port : No
A Primary Ring Delay : 2
A Secondary Ring Delay: 2
A Group Cover Delay : 1
A HotLine Extension : No
A Networking and ISDN Display Preference: NUMBER
A Service Observer:
A Service Observing Group:
A EXTENSION INFORMATION


A Extn SS/PP Type
A 196 1/31 UNEQUIPPED

A Button 34 *21 Blank Status None
A Button 33 *21 Blank Status None
A Button 32 *21 Blank Status None
A Button 31 *21 Blank Status None
A Button 30 *21 Blank Status None
A Button 29 *21 Blank Status None
A Button 28 *21 Blank Status None
A Button 27 *21 Blank Status None
A Button 26 *21 Blank Status None
A Button 25 *21 Blank Status None
A Button 24 *21 Blank Status None
A Button 23 *21 Blank Status None
A Button 22 *21 Blank Status None
A Button 21 *21 Blank Status None
A Button 20 *21 Blank Status None
A Button 19 *21 Blank Status None
A Button 18 *21 Blank Status None
A Button 17 *21 Blank Status None
A Button 16 *21 Blank Status None
A Button 15 *21 Blank Status None
A Button 14 *21 Blank Status None
A Button 13 *21 Blank Status None
A Button 12 *21 Blank Status None
A Button 11 *21 Blank Status None
A Button 10 *21 Blank Status None
A Button 9 *21 Blank Status None
A Button 8 *21 Blank Status None
A Button 7 *21 Blank Status None
A Button 6 *21 Blank Status None
A Button 5 *21 Blank Status None
A Button 4 *21 Blank Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A
A Button 2 *16 SysAcc Voice -I Status None
A Shared System Access:
A
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:
A
**** GRP 776 **********************************************
A DIRECT GROUP CALLING INFORMATION


A Group # : 776 Group Type : AutoLogin
A Call Distribution Type : CIRCULAR

A PryAnn No. EXT # LABEL Messaging Announcement
A 1
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A Secondary Announcement Ext # :
A Messaging Announcement # for Secondary Announcement:
A Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station : 102

A Queue Control Limit: 99
A Calls_in_queue Threshold 1: 1
A Calls_in_queue Threshold 2: 1
A Calls_in_queue Threshold 3: 1
A External Alert ext # :
A Overflow Threshold (#) : 99
A Overflow Threshold (Time): 10
A Prompt Based Overflow Option: Yes
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1 196 SALES
A 2
A 3
A 4
A 5
A 6
A 7
A 8
A 9
A 10
A 11
A 12
A 13
A 14
A 15
A 16
A 17
A 18
A 19
A 20

A LINES :
A DIRECT GROUP CALLING INFORMATION



A Group Priority: : 16
A Support Group: :

A Home Group(s)/Priority :

 

[tdaugirdas]

Ok - I didn't realize you are using 776 as the calling group vs 788. Try my last suggestion - except renumber 776 to 196. The only other thing you would have to do (since 196 would now be a group) is to put a secondary cover button on 102 for 101 (it now is on 196).

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

Yes, I'd been using 776 in place of 788 throughout this, but made sure I did everything correct anyway.

I need to make sure that the two extensions 102 and 196 remain distinct in that extension 101 needs to act as primary cover for 196 but not for 102. Also, we'd like to keep the voicemsil for calls coming in on 102 and on 196 separate.

As per your last suggestion, when I dial 776, I get a looping tone, indicating no such extension (because we've renamed 776 as 196). If I dial 196, I get ringing on the physical 102 extension, but no voicemail. If I dial 102, I get ringing on physical extension 102, and then voicemail.

Kurt

 

[tdaugirdas]

Did you make ext 102 a member - and the ONLY member of 776?

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[kurtr1]

yes, but then group 776 was renumbered to 196, so in groupCalling/Members, 776 is ignored, 198 shows the only member is 102.

Kurt

 

[tdaugirdas]

Ah sorry - I meant: is 102 the ONLY member of the renumbered calling group 196?? If so - now dial 196. Ext 102 should ring. In 10 seconds or 18 or whatever you specified in overflow - it should go to the mailbox for calling group 196. If that works - then you are done - except for the delayed cover button on the old ext 196 for 101. Just put that cover button on 102.

Tom Daugirdas,
President
STCG, Inc.
stcg.com