Remote forwarding

[TimPitman]

We have a Merlin Legend Voice Mail that we recently added to our system. Unfortunately I know nothing about these systems. However, I have everything working except the forwarding of night calls from the on-call technician's extension to his cell phone. I can call it internally and it forwards. But when the Auto Attendant's menu forwards it does not. I read previous posts that look like the same problem. One of the suggestions was that the ars restrictions need to be set to 3. When I attempt to get into "ARS Restrct" under Extensions, the console beeps as if there is no access to this option. What might I be over looking that I need to set up first? Thanks.

 

[telecomtekperson]

The voicemail ports of the voicemail are outward restricted

 

[merlinman]

Well, to answer more completely, here is what you need to change:

As a GENERAL RULE, (Legend & Magix) ALL Voice Mail ports are (1) - OUTWARD RESTRICTED, and (2) ARS RESTRICTED, with an ARS VALUE of ZERO and (3) TRUNK TO TRUNK TRANSFER DISABLED.

Therefore, you must (1) UNRESTRICT THEM, (2) SET THEIR ARS RESTRICT TO 3 (AT LEAST) and (3) Enable TRUNK TO TRUNK TRANSFER for them.

Now, depending on the particular Voice Mail you have, you may only need to do this to the Last, or the Last 2 Ports assigned to Voice Mail.

Let us know what you have and we provide the best ideas.

 

[tdaugirdas]

The ARS restrictions would be an issue if you were operating in "Hybrid/PBX" mode. It sounds like you are operating in "Key" mode - which is why you are getting the "beep" when you try to get into ARS. In which case, Merlinman's Point 1 and 3 would still apply.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TimPitman]

Okay, please bear with me. This project was given to me only because of a fleeting exposure to a PBX some 20 years ago. According to the packing slip we have a Legend 2 Port 007MLM Voice Mail. I believe it is using ports 42 and 43. I am using extension 21 to remote forward to my on-call tech. I have unrestricted all three of these ports.

Extensions->Restriction->[nn]->Unrestricted

I have enabled trunk to trunk transfer for all three.

Extensions->TrkTransfer->[nn]

And I am not able to access Extensions->ARS Restrct.

I have enabled Remote Call Forwarding on all three ports.

Extensions->Remote Frwd->[nn]

I can transfer an internal call and it goes out. If I transfer an external call it ends up at the console (ext. 10) with the message “invalid transfer” displayed.

Thank you all for your help.

 

[tdaugirdas]

Make sure you have programmed the correct voicemail ports. Intercom dial extention 42 - and see if voicemail answers. Do the same for 43. If voicemail does not answer, you need to find out the correct ports and do what you did above.

One other thing to check - since this is an 007 MLM. Make sure that you have at least 1 line and/or line pool assigned to the last voicemail port. By default they only get intercom buttons - no lines. If you are in key mode - I would give the last voicemail port at least a few lines. If in Hybrid/PBX mode - assign the main line pool - usually pool 70. You assign lines/pools by: press menu, system programming, extentions, lines/trunks, enter the last voicemail port ext # and press enter, choose entry mode, press inspect to see if any lines are assigned. If not backup a step - and enter some lines (they start with 801, 802, 803, etc.) - then exit out and retry the call forwarding. My guess is no lines are assigned.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TimPitman]

Hi Tom. Thanks for the info.

When I dial both 42 and 43 I hear “Welcome to Merlin Mail”. So I think that is right.

You were correct that no lines were assigned to 42 and 43. I assigned all five lines (801 – 805) to both extensions. However, I am still getting the same result. Except that I think it use to say “invalid transfer”. It now says, “incomplete transfer” when it goes to ext 10.

 

[2BAvoice]

When you dial into the automated attendant, are you able to ring extension 21 when it is not forwarded? Have you created a mailbox for extension 21? "But when the Auto Attendant's menu forwards it does not" - does this mean you set a selector code to transfer to extension 21, or are callers dialing 21?

 

[2BAvoice]

When you tried to transfer an outside caller, were you on an extension that was allowed trunk to trunk transfer?

 

[tdaugirdas]

Are you putting a "9" and a pause ("*") in your dial out string. The remote transfer dial out sequence should look like: 9*12135446675. Unless you don't need the "1" before the area code.

Do a print out of extention 21 - and also 42 an 43 and post them here.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TimPitman]

I have created a mailbox at ext 21. When I did not have ext 21 forwarded and dialed the extension I get the mailbox voice mail. When a call comes in from outside and chooses the menu selection that takes them to ext 21 they get the mailbox voice mail. However, when it is forwarded and someone chooses the menu selection it does not forward. I have tried both the menu selection and manually transferring the calls with the same result.

I do have the “9” in my forward number. It forwards and reaches the cell phone when I simply dial ext 21 internally. It is the calls coming in from outside that do not.

Unfortunately I do not have a PC currently attached to allow me to print. I am doing all of my programming at the console telephone. Is the software downloadable? If I can get it I will set a machine up.

 

[tdaugirdas]

Download the WinSPM version 4 to 5 upgrade from the Avaya.com website under Support. Choose alphabetical listing and scroll to Legend or Magix Integrated system, choose all documents, then choose software, then WinSPM. Install this upgrade after the download. Then go back and successively download and install tone-by-one the update patches all the way to Release 9.0. Since you probably do not have a 355AF adapter to connect to the processor Admin port - you can connect via computer modem to any open port on an 012 or 016 T/R module. If you do not have that avaialable - then the last option is to call from a remote outside telephone (with your computer modem connected in parallel) and use the "Manual Assisted Connection" option - meaning someone who answers will have to transfer you to the processor's modem.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[tdaugirdas]

One LAST thought. Check to make sure that TT/LS Disconnect is set to "on". Remote forwarding will not work if it is set to "off" - which is the default setting. To check: press menu, system programming, start, lines/trunks, TT/LS Disc, LS Disconnect, choose "yes" - if the "no" is blinking and press enter. Then exit out.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TimPitman]

That’s interesting. The LS Disconnect did make a difference. A call from the outside does now forward out to the on-call technician’s cell phone. However, the auto-attendant does not even answer the phone first. It just rings once and forwards out. If I turn off forwarding at extension 21, it acts normal. I’m so close. But, just out of reach.

 

[tdaugirdas]

Sounds to me like it is working now as it should. If you forward the phone - when the AA answers and that extention is dialed - the call should immediately forward the call. If you turn forwarding off - it should flow to internal voicemail - which is what you want. You can play with the group cover delay for that phone extention to manipulate which voicemail it goes to - if the forwarded call is not answered, i.e., the cellphone's voicemail or the Legend 007MLM's voicemail for that extention. You may have to change both phones cover delay to define which voicemail it goes to.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[TimPitman]

Thank you very much.

It is working! I had to go in to Lines/Trunks for extension 21 and remove all but the last trunk 805. When it had 801 thru 805 it grabbed every in-coming call and forwarded it out before anything else could be done. Now the Auto-attendant answers 801 thru 804 and if the callers make the menu selection for extension 21 it forwards out on 805. Thank you again.

 

[tdaugirdas]

There is still something wrong here. That should not be happening. Assigning a line to a phone should have no affect on how the voicemail operates. How was your voicemail system setup? I mean how (what steps) did you take to program it.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[2BAvoice]

Yes, assigning a line to an extension will have an effect. It will by default be an immediate ring line, so you have to go to centralized programming for the extensions and turn off the ringing on each button. (*35 or *345). Put all you lines back on, go to cntr-prg for each mail port and "touch" one of the line buttons, dial *345, this should take care of it.

 

[tdaugirdas]

2BAvoice is correct. Using centralized programming change all lines for the voicemail ports to no ring.

Tom Daugirdas,
President
STCG, Inc.
stcg.com