Night Service VM coverage

[FordMan77]

I have a quick question regarding vm coverage at night. The way the AA is setup is that option 3 direct ext. xfers to the operator (ext. 112). The issue is that it does not cover to VM, it just rings open. Ext. 112 is in cov. group 30, as during the day VM will answer after x amoutn of rings to that ext. I think I'm missing something in my calling group, but not sure. If you see what I'm missing, please share

Below is a print of my Group Calling.

A DIRECT GROUP CALLING INFORMATION


A Group # : 770 Group Type : IntegrtdVMI
A Call Distribution Type : LINEAR

A PryAnn No. EXT # LABEL
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 Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

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 (#) : 1
A Overflow Threshold (Time): 0
A Prompt Based Overflow Option: No
A Overflow to DGC group # :

A Group Coverage :

A Member No. EXT # LABEL
A 1 100
A 2 101
A 3 102
A 4 103
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 # : 771 Group Type : AutoLogout
A Call Distribution Type : LINEAR

A PryAnn No. EXT # LABEL
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 Time Between Delay Announcements: 0
A Repeat Secondary Announcement: No

A Message Waiting Station :

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): 21
A Prompt Based Overflow Option: No
A Overflow to DGC group # : 770

A Group Coverage :

A Member No. EXT # LABEL
A 1 112 VLNTEER
A 2 113 ASHLEE
A 3 116 WRKAREA
A 4 117 DIANE S
A 5 118 AL
A 6 119 BRKROOM
A 7 115 CONF S
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 : 801 802 803 804

 

[tdaugirdas]

OK - it looks like you programmed Group 771 to be the daytime overflow group for voicemail - so it rings at extentions before flowing to the autoattendant. You also have to setup Night Service in system programming for 770 and your lines. You also have to create an "autoattendant" mailbox in voicemail admin for 771. That mailbox would be type 15 for an 007 MLM module or in Merlin Messaging - after you enter ext 771, press 3, press 1, press 6 - then *#.

In the AA Night mode - the default for dial zero is to transfer to the general mailbox. Not sure why you have a press 3 - and if you wanted press 3 to go to ext 12 - you would program that selector code for "selector code transfer" to ext 112. Direct Extention Transfer means - a call to the AA can transfer to any programmed voicemail box that start with a 3.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TravelingTom]

Although you say you have 112 in cover group 30, you don't have group 30 in the calling group 770. It appears that you have all of these extensions as members of calling group 771 for some reason Remember "you cannot cover a covered call".

 

[tdaugirdas]

And Travelling Tom is correct - there should be no members in 771 (if this is your overflow group). The extentions to be covered by voicemail need to be in Cover Group 30. You then need to make 770 provide group coverage for Cover Group 30

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[FordMan77]

Tom, you are correct. In the Night AA I do have 3 set to Selector Code xfer, not direct ext. That was a typo. The reason they want to Press 3 and ring ext. 112 at night is sometimes they are there late, but want the AA to front the calls.

So once I create a mailbox for 771, they should be all set.

TravelingTom- Thanks for the reminder on not being able to cover a covered call. I explained this to the customer and they just said, "well, why not", lol...

Thank's guys!