Problem with night service and AA

[techguru69]

Here's our issue (and it's a long one, but the solution appears to be simple right?).

We have a Definity in our main office that has a night attd setup for all calls coming of either our local PRI or our 800 number after hours. The menu for the attd allows for people to select the names directory or to leave a message.

Now, we have a Merlin Legend 7 in our remote office with MLX sets and MLM. our remote office has only 3 incoming CO lines and no 800 service. An AA is setup and functional when any calls come in to the opeator at ext. 7750.

What we need to accomplish is this-
We want to give out the 800 number to all of our clients for both offices so they will dial 1 number to reach anyone. I added an option "5" on the night service on the Definity that transfers the caller to our remote office extension 7750. This works fine.

The kicker -
We do not have a receptionist on duty every day in the remote office, so they have been forwarding the 7750 ext on the Legend to the operator extension on our Definity. So, when someone calls in to the Legend, it goes up to the Definity operator, who has night service enabled, they get the Definity night service recording that tells them to select "5" for our remote office, the call is re-routed back to 7750, which proceeds to again route the call back up to our Definity operator.

See the "loop" here?

So, anyone have any ideas on this? One is to create a phantom extension that the calls are routed to on the Legend when the caller hits the "5" option - but then how do we get the Legend AA to answer?

Any help is appreciated. BTW, I'm not a heavy Merlin programmer, so any detials on how to perfrom the steps in appreciated.

 

[GoKings]

I am a bit unclear as to what you are trying to do with the call on the Legend side. I think you are trying to have it ring to the operator console at any given time that option '5' is selected on the Definity auto attendant. I assume that x7750 is your Legend operator extension number? If you want calls to go to the Legend mail auto attendant if there is no attendant present on the Legend system, you need to setup night service on the Legend. You first do this by creating your auto attendant in the Legend Mail. Then in Legend programming, either through SPM or the MLX-20L programming console, go to:
menu
sys programming
exit
night service
group assign
calling group
enter the console extension number (x7750 I assume)
enter the calling group for voice mail (usually 770 but would have to be changed on your system because of your numbering scheme)
press home when complete.

Then at the console program a night service button by pressing:
feature 00
press the button you wish to program
dial *39
press home

Test your application from here. I had to draw a few conclusions from what you are trying to do but hope it helps.

 

[techguru69]

Thank you.

As for what we are trying to do with the call on the Legend side - we are trying to have people that call our 800 number (in the Definity) that wish to reach someone's extension on the remote system (the Legend) have those people hit "5" and they are transfered to the Legend (to ext. 7750 - the operator extension on the Legend).

But, if the 7750 extension is forwarded to our main office (to the Definity) while that call is transfered (at night), the call gets sent into a loop between the 2 systems. i.e. Legenf forwarding to definty --> user selecting "5" -->call sent to Legend 7750 --> 7750 forwarded to Defintity operator --> and so on.

Also, I believe I did answer your question about the Legend AA - it is already there and functioning - "An AA is setup and functional when any calls come in to the opeator at ext. 7750."

 

[GoKings]

Sorry, I missed that part that you outlined originally. Maybe there is a cleaner way to do this. Do you have a P2P T1 between the two systems? If so you can actually add phantom mailboxes for your Legend extensions in your Definity (Intuity or Definity Audix) and have them cover across the T1 to the appropriate extension on the Legend. If the individual station is unanswered on the Legend side, it should follow coverage to the Legend Mail.

 

[techguru69]

Thanks, but not being a qualified programmer, I'm not sure how I would make this all work.

Create a mailbox on the Intuity called 7751, which is a valid extension and mailbox on the Legend system. And then what?

Sorry for my ignorance. :-(

 

[GoKings]

What is your comfort level on the Definity? All of this will be setup on the Definity.

 

[techguru69]

Much better than the Legend. I have gotten training on basic admin on Intuity and Definity and also ASA.