Newbie programming autoattendant, line ext, group, hunt feature.

[rihtx]

I am now deeply familiar with Merlin Legend systems thus i skindly ask the forum for help.

The company that I work for (IT Admin) has a Merlin Legend 7.o Processor, several boards and messaging system board with version MLM 4.0.

I can access the systems with WinSPM (processor) and the Messaging console. In addition I have access to the system console MLX20?, after normal business hours.

Here what I am would like to accomplish:

1) Configure extention 150 to be the test extension for setting up auto attendant.
2) Setup auto attendant (I can do that using the guides)
3) configure a group of 5 active extentions to be used for circular hunt with even distribuion of tranfered call.

Issue 1:
I have set up a simple auto attedant on AU number 2, I have assigned ext 150 (active ext. w/phone unplugged) to the AU 2. When i dial 150 I just hear the line ringing i.e. the AU does not pickup.

Any help is appreacited.

Issue 2:
How do i setup the group so that when calls are transfered to the group ext, the hunt feature knows that last ext in the group that received a transfered call. See example:

ext 123 receives 1st call
ext 124 receives 2nd call
ext 125 receives 3rd call
ext 126 receives 4th call
then...
ext 123 receives 5th call
ext 124 receives 6th call
etc.
etc.

 

[tdaugirdas]

I am not sure what you mean by you assigned ext 150 as a test extention to AA2 - what is it that you did?? You would have to assign an autoattendant2 mailbox type for ext 150. How you do that depends on your voicemail module. There is no such voicemail as an MLM R4. There is a Merlin Mail (standalone unit); a Merlin Legend Mail (MLM007) that is a regular Legend module and then various releases of the merlin Messaging (gray) Magix module. Which is it that you have? The process of assigning an autoattendant to an extention varies a bit with the different types.

As for the group - depending on the release of software on your processor (it would help to know) - you can set up calling groups with several hunt types: circular (which is what it seems you want), linear, least idle and group ring. You also need to set the group type to either autologin or autologout - depending on whether you will require group members to manually log-in - to indicate their availability.

So - we need more info to be able to help.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[rihtx]

Tom,

Thanks for your fast reply.

I have a Merlin Messaging Release 4.0 for Magix (the gray one).
My Processor is a Legend Release 7.0 v.10 mode hybrid/pbx

I want to use ext. 150 with AA2 so I can play around with the menus and test them before assigning AA2 to our incoming mainline.

I did assign ext.150 as System Auto attendant type box (using PC based Messaging System Administration) and configured it for use with AA2 and selected “no phone”. I also programmed Line Assignment for ext. 150 but it did not change anything so I deleted the programmed Line Assignment entry.

Ext. 150 is currently mapped to port Slot 6, Logical ID 39, according to a print out of the system inventory (accessed using WinSPM 5.0). There is no phone cable inserted in that port.

 

[tdaugirdas]

OK - Until you assign a phone line to that AA - an outside call will not be answered by the AA. Also, on inside calls - until you assign ext 150 to the Cover Group for voicemail (usually Cover Grp 30) - an inside intercom will not be answered. So put ext 150 in your voicemail cover group.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[SYQUEST]

rihtx,

For testing purposes you can connect the T&R leads of the analogue station 150 to a spare trunk port T&R leads and assign that spare trunk port to be answered by AA2... (this would be the phone line that Tom mentioned)

Would that do for your testing purposes?

....JIM....

 

[rihtx]

Tom, Syquest.

Thnkas for your advise.

Tom was dead on. Ext.150 was no on the coverage group (#1 in our case). I added it and now it works. Great!

I noticed the line rings 4 times before AA2 kicks in. Can I change that to 1 or 2 rings? Eventually AA2 will be the first reponse when people call the organization.

I will setup the calling group for hunt type circular and see if the distribution is even. If not we may have to use the most idle option to be fair (comission based agents).

I read that a call transfered to a calling group (CG) can not go to the mailbox of the ext's in the CG. Is that correct? Should I setup a 'shared' mailbox for unanswered call transfered to the CG? an then have the agents compete for who gets the message first? That would make me very un-popular

 

[tdaugirdas]

Well - yes you can - but you will need to use a different process (an overflow group) when you actually assign outside lines. The normal process to delay answering by the AA is to setup a Calling Group with no members - and overflow that calling group to the voicemail calling group - usually 770. So for example - for Company A - you overflow calling grp 791 to 770 (vm calling group). You set number-based overflow to 99, and time-based to 20 seconds (about 4-5 seconds per ring). You assign the lines for Company A to 791, instead of 770. You then create an AA-type mailbox for ext 791 to act as Company A's autoattendant. If you have a Company B - you do the same - using - let's say Group 790. For Company C - you use group 789.

In your case you have no lines assigned - and ext 150 is your AA mailbox. So all you can really do is to change coverage delay for group coverage for ext 150 to fewer rings. I believe the default is 3 rings.

Tom Daugirdas,
President
STCG, Inc.
stcg.com