No Day Time Coverage 1

[abrooks3640]

Newbie here. Like many folks in this economy, I'm wearing several hats and not accustomed to the Merlin system so please forgive me.

My system, from what I've read here so far, what appears as a pretty standard setup. Merlin Legend 6.0, V11.0 running Hybrid/PBX mode and Merlin Mail 007MLM module. 3 Operator consoles of 100, 104 and 108. Merlin calling group 770 and coverage is group 30, 4 VM ports 7140-7143.

Lines that ring at the main reception operator console 100 are handled and transferred or parked by the receptionist. Other operator consoles are rarely used. At night, all three operator consoles are placed in Night Service mode so the AA can handle. Further, we have two "backdoor" lines (822 & 823) that ring directly into the Merlin Mail calling group 770.

The part I don't completely understand looks as if it might be part of Delayed Call Handling although some part doesn't seem to be working. I see where extension 299 has buttons programmed for pools 70, 890 and lines 826 and 825 all set to Immediate. 299 is a group 30 Sender and has Primary Coverage by extension 7167. 299 is set to COS 15 in Merlin Mail setup. Extension 7167 is only programmed for the Primary Coverage button 299-I and is in no groups. At first, none 299 wasn't set as Principal User on any of the lines. I did set 299 as PU on 825, called that line in the day and noticed no apparent change.

I'd like the ability to have the option to cover unanswered called during the day when the receptionist is overloaded. Those lines (pools 70, 890 and lines 826 and 825) that are on the 299 extension are essentially the ones I'd like covered. I've read about Night Only Call Handling and wonder if that's something that has been turned on or set up and the setup seems to parallel many steps in setting up Delayed Call Handling. I see no reference to a Night Service extension in the Night Service report though.

1.) Do I have vestiges of a Delayed Call Handling setup here?
2.) What part of my puzzle is missing to make the AA cover those lines after 5 or 6 rings in the day time?
3.) What is the function of that 7167 extension?
4.) One thing I've noticed, for some reason, 299 is currently shown as BRI-CPL instead of UNASSIGNED. (compared to a very old report) Could this be a problem?

Thank you!

Here are the pertinent reports:

A NIGHT SERVICE INFORMATION
A OPERATOR 100 DGCG #: 770
A STNS : 100 104 108
A LINES : 801 802 803 804 805 806 808 809
A 811 812 813 819 825 826
A OPERATOR 104 DGCG #:
A STNS : 104
A LINES :
A OPERATOR 108 DGCG #:
A STNS : 108
A LINES :
A Password :
A Current Day : OFF
A Turn off at: Turn on at:
A Sunday : :
A Monday : :
A Tuesday : :
A Wednesday : :
A Thursday : :
A Friday : :
A Saturday : :
A Emergency Allowed List:
A 0)
A 1)
A 2)
A 3)
A 4)
A 5)
A 6)
A 7)
A 8)
A 9)
A NS Excluded STNS:
A Coverage Control enabled : No

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 : 30
A Member No. EXT # LABEL
A 1 7140 VM 0
A 2 7141 VM 1
A 3 7142 VM 2
A 4 7143 VM 3
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 : 822 823


A EXTENSION INFORMATION
A Extn SS/PP Type
A 299 9/28 BRI-CPL
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage : 7167
A Secondary Coverage :
A Coverage Group : 30
A Group Coverers : 770
A NS Groups :
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-0 - 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 ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : 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 : 1
A Secondary Ring Delay: 2
A Group Cover Delay : 2
A HotLine Extension : No
A Display Preference : NUMBER
A EXTENSION INFORMATION
A Extn SS/PP Type
A 299 9/28 BRI-CPL
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 70 Pool -I
A Button 6 890 Pool -I
A Button 5 Line 826 -I Status None
A Button 4 Line 825 -I Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A Button 2 *16 SysAcc Voice -I Status None
A Shared System Access:
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:

A EXTENSION INFORMATION
A Extn SS/PP Type
A 7167 7/16 T/R
A CTI Link : No Alarms: ACTIVE
A Pool Access :
A Page Group :
A Primary Coverage :
A Secondary Coverage :
A Coverage Group :
A Group Coverers :
A NS Groups :
A Group Calling Member:
A Pickup Groups :
A Allowed Lists :
A Disallowed Lists :
A Restrictions : UNRESTRICTED
A ESS Sup. Status : NOT ACTIVE
A ESS Restrictions : ESS-0 - 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 : OFF
A Coverage Inside : ON
A Forwarding to :
A Delay Forwarding : 0
A ARS Restriction : 3
A Forced Account Code : No
A Microphone Disable : 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 : 3
A HotLine Extension : No
A Display Preference : NUMBER
A EXTENSION INFORMATION
A Extn SS/PP Type
A 7167 7/16 T/R
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 *40 PrmryCov 299 -I Status None
A Button 3 *18 SysAcc-OO Ring Status None
A Shared System Access:
A Button 2 *16 SysAcc Ring -I Status None
A Shared System Access:
A Button 1 *16 SysAcc Ring -I Status None
A Shared System Access:

 

[TouchToneTommy]

The "normal" way of handling delayed auto attendant during the day and immediate at night is to assign the line (or pools) to an unused Calling Group, and use time based overflow to send that group to voice mail, where the matching mailbox is programmed to point to the auto attendant. The Night Service button routes the calls immediately at night.


So, lets say you pick Calling Group 791. It will have no extensions assigned to it, but it will have the pools and individual lines assigned to it. In Overflow, Number Based is set to 99, and Time Based is set to however many seconds you want the calls to ring. The overflow destination is 770. In the 007MLM, make mailbox 791 with a Class of Service of 15, and the AA will answer.

 

[abrooks3640]

Thanks TTT.

So any idea what those 299 and 7167 extensions might have been for? Looks like they're not being used so I might just delete them. (I do have a backup just in case.)

 

[TouchToneTommy]

Not sure what they were trying to do with 299 and 7167, but with 7167 having primary coverage for 299, that would make 299 take a couple more rings to hit voicemail than an extension that is not covered elsewhere. Assigning 299 as principal user of 825 and/or 826 should make those lines go to mailbox 299 (pointed to the Auto Attendant) when not answered for 4 rings).

But the group overflow is the cleaner way to go, and I usually name group 791 as DELAYAA so I remember what it is for later.