Operator Looping Back to Voicemail

[JimiRaveon]

I have a merlin legend release 7.0 with a MLM 007 2 port voice mail. I have one Automated attendant that picks up immediatly and my dial 0 action is to transfer to the call answer service operator. But when you hit 0 it loops back into the automated atendant. The Extension is 10. When I call the mail number and go into the automated attendant and hit 10 to transfer, it does the same thing. Is this an easy fix?

 

[tdaugirdas]

Unless you changed the "operator" extension in the voice mail - a "dial 0" action will transfer the call to the lowest logical extension in the system (in a 2-number system - that would be 10). If your voice mail system is the first module after the processor - then the 1st vm port is 10 - which is why it is doing what it is doing. I always have the voice mail as my last module.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[JimiRaveon]

The first module is the 100D T-1 card. The second and third are 408-GS/LS MLX cards. The fourth card is the MLM 007 with extensions 56 and 57 for the ports.

 

[tdaugirdas]

Where is the first "operator" phone - I assume the bottommost extension on the 1st 408 card. What extension number is it? Is there a DND button on it that is "active"? The "zero time out" action should be to transfer calls to this phone - unless someone changed the "opertor" phone extension in the voice mail unit. The default in VM is usually extension "768" which does not exist in most systems - which is why the call goes to the lowest logical extension - which is usually an "operator" phone. You can also check your "operator" positions in system programming. Hopefully the first one is at your lowest logical extension number.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TouchToneTommy]

Perhaps ext. 10's mailbox is assigned as the Auto Attendant?

 

[tdaugirdas]

TTT has a good point. Check the mailbox type for extension 10 and see if it is "18".

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[JimiRaveon]

There's no DND button on the phone. The extension is 10 and is the lowest extension on the card. It is the only extension programmed as and operator extension.

 

[tdaugirdas]

Check the mailbox type in voice mail for mail box# 10 and report back on the "type" that is set. If it is type "18" you need to change it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[JimiRaveon]

I checked that and there was a mailbox 10, type 15, which we don't need. Our general mailbox is accessed through the AA, so I deleted mailbox 10 and it works fine. Is it possible to assign mailbox 9991 to pickup extension 10 after the cover delay is reached?

 

[merlinman]

What you want to do is assign the GENERAL MAIL BOX OWNER to be 10, that will accomplish what you are looking for.