Partner Messaging - All Calls Route to Ext. 11 Mailbox After 4 Rings

[jokermia]

I have a customer with an ACS R7 and Partner Messaging R7. They want all calls coming in to Lines 1-3 to route to Extension 11's mailbox after four rings. I've changed #206, #505, #506, and #507, but still can't get it to work. What settings doe I need to change? Currently I have:

#206 - Line Group 7 set to Unassigned. I've tried setting it to Assigned & VMS Cover, both with no luck
#208 - I've assigned Ext. 11 as the cover for Lines 1-3
#506 - I've got Line 1 set to 2 rings and Lines 2 & 3 set to 1 ring each, so it should total 4 rings
#507 - Lines 1-3 are set to Always

What am I missing?

 

[jokermia]

To edit, I tried just assigning Ext. 11 as the cover for Line 1 and unassigned Lines 2 & 3 as a test, and it still won't go to VM. When I dial Ext. 11 from an internal extension, it goes right to the mailbox greeting like it's set up to do.

 

[Telecomboy]

assign #206 for each line to vms line cover
assign #208 to x11
assign #310 to x11
assign #321 to 4 rings for x11


#506 and #507 are only for auto-attendant mode. You are going direct to a mailbox.

 

[jokermia]

Ok - makes sense, thanks. Should I remove the programming for #506 & #507, then, since they won't be in AA mode? I already have #321 set to 4 rings, but I'm not sure about #310. I'll check back and update.

 

[Telecomboy]

It won't even look at #506 or #507 because #206 will be set to vms line cover. If it were set to assigned it would follow the AA programming.

 

[TouchToneTommy]

The lines must also be set to either Immediate or Delayed ring on the covering extension (not to No ring)

Also, let's clarify the #206 setting

#207-7-(Line No.)-1 (Assigned) sends the call to the Auto Attendant
#206-7-(Line No.)-2 (Not Assigned) allows the #208 setting to control the coverage
#206-7-(Line No.)-3 (VMS Line Ownership) send the call to the voicemail, where the setting in Line Ownership determines the destination.

So options 2 and 3 seem to do the same thing, but there is also the interaction with the Do Not Disturb status of the covering/owning extension.

If you are using setting 2 and #208 for coverage, and the covering extension uses DND, the call will go to the mailbox immediately, even if the lines appear and ring on other extensions.

If you use setting 3 and assign the owner in the voicemail, and the owner extension uses DND, the call will still ring on other phones before covering to voicemail, giving other folks a chance to answer.

And if you happen to be using Partner Voice Messaging, Line Ownership is not an option within the voicemail, so you HAVE to use setting 2 and #208 to get coverage.

 

[jokermia]

Thanks for the clarification. I got the settings taken care of, but then got some updated news: there are two separate locations in this facility, and both are sharing the phone system. The location above has lines 1-3 going to it, and they want all calls to route to Ext. 11. The 2nd location wants its calls to be answered by an Auto Attendant after 4 rings on lines 4-9. Can this be done?

 

[TouchToneTommy]

Yes, use #206-7-(line number)-1 and #506-(mode)-(line number)-(number of rings) to send the lines to the auto attendant after X number of rings.

 

[jokermia]

Thanks. I did as you said and haven't heard anything from the customer in a week, so I'm thinking no news is good news and everything is working as it should. Much appreciated.