Need help troubleshooting Merlin Legend and VoiceMail 2

[Rlewis2015]

When we moved the person who reprogrammed our phone system got something messed up that I can't figure out. I believe some Merlin Legend settings are conflicting with the Voicemail settings. When night service is on a caller must wait through 16 rings or so before reaching the desired voicemail box. I have generated a "txt" print of all of the settings in the legend system but will have to log in and listen through the prompts for what my voicemail settings are. i don't have all of them recorded.

The system is a Hybrid/PBX Legend 3.0 V10.0
Voicemail is 007 MLM card

With night service on
Auto Attendant picks up on 5th ring
After transfer to extension, voice mail box picks up on 12th ring (extension stops ringing after 4)
If I use direct to voicemail, the voicemail box picks up after 6 rings.
If voicemail is set to “No Delayed Answer” then auto attendant picks up after 1 ring even when night service is not on.

When night service is off, I would like the operator to have 4 (or so) rings to answer a call before the auto attendant picks up.
When Night Service is on, I would like auto attendant to pick up on 1st ring.

When a call is transferred to an extension, I would like the extension to have 3 (or so) rings to answer a call before the voice mail picks up.
When a call is transferred via direct to voicemail, I would like the voicemail box to pick up on 1st ring.

Can someone help me figure out where the settings are messed up?

 

[WikiTech]

Until the wizards in this Tech Support can isolate your issue, program a "Do Not Disturb" button on one of your extensions, Activate (turn it on) then call it. With DND activated, the caller should go right to V.M. (with no audible rings) if that works, program it on all your users with voicemail and activate it at closing and that should help your Night Service delay issue.

 

[TouchToneTommy]

Set the ports to "No Delayed Answer", and then make sure that the lines or pools are NOT assigned to the voicemail calling group. That will stop it from answering incoming calls immediately with the automated attendant, but answer immediately when you dial 770 (or whatever calling group was used), and answer after the correct delay when a call covers to voicemail.

For the delayed answer during the day, you assign the lines to an unused called group, used time-based overflow to send the calls to the voicemail calling group, and create a mailbox to match that unused calling group with a class of service of 15.

Add the lines and the voicemail calling group to Night Service, so pressing the NS button on the operator set will send the calls to the auto attendant immediately after hours.

The relevant parts of the "Print-All" will be the Trunks General, to see which pools they are assigned to, and the calling groups to see which group is voicemail, if the lines or pools are assigned, and which group (if any) is already set to overflow to voicemail, or which group you can use for that.

 

[Rlewis2015]

Thank You for the great information.

I understand some of what you mentioned, but with specific tasks, I am sure I can get it reworked. My problem has been that I don't understand how the components relate to each other and when I have tried to make a change I thought was needed, it affected something else and I stopped and backed up to where I started before I made the system inoperable. My Print-all txt file is attached.

 

[TouchToneTommy]

Your phones have lines 6 through 10 assigned to them, and the "Principal User" of the lines is Ext. 199, an ATL extension located on board 5, port 8, and apparently has nothing plugged into it.

This means that mailbox 199 is what is answering your calls. It may be a mailbox with a class of service of 15, which means that it really routes to the automated attendant.

Here's what I would do. Remove the Principal User for lines 805 through 810. Assign the lines to calling group 791. Set group 791 to use time based overflow to 150, at about 20 or 30 seconds. In the Merlin Mail, create mailbox 791 with a class of service of 15.

In Night Service, assign group 150 and lines 806 through 810

I would also turn ON automatic backups, weekly, on Sunday at 2am. It is currently set to off, that way if you have a problem, you can restore from the last backup, or the backup from the week prior. I would also do a manual backup before making changes, so you can revert if something doesn't work. Also, to keep things clean, your voicemail group 150 has members 7160 through 7163, but 7148 through 7153 are the ones labeled as MERMAIL. I would change that. Also confirm if your voicemail is 4 or 6 ports, because if it is 6, you need to add 7164 and 7165 to group 150