Voicemail Hang-ups

[Shanondink]

Hi guys,

I've looked everywhere and I can't figure this out.

I have a Merlin Legend 7.0 v12 integrated with a Merlin Mail R3.0 6-port voicemail. This is the hang on the wall type. Using Auto Attendant and Voicemail functions.

I have the 6 ports split with 3 ports for AA and 3 for Vmail. MM is set for "Delay Answer on AA only".

Extension 100 is the receptionist with a MLX 20L. x100 and x107 cover the trunks and if they don't answer, the AA picks up. x100 also has a mailbox 100.

MM lines are split in half:
770 VMAIL Ports 1, 2, & 3
771 AA Ports 4, 5, & 6

Problem:
This all works except that if the call goes to AA, 2 lines (ports 1 & 2) on the VMAIL go active. The caller hears the AA message and doesn't know anything is wrong, but that second call to port 2 leaves a voicemail in box 100 with a half second of dial-tone and then a second of dead air.

So the receptionist ends up having to delete a message for every phone call she lets go to the AA.

On 03/23, I found a thread that I thought would help (

http://www.tek-tips.com/viewthread.cfm?SQID=803146&SPID=689&page=3)

but it is not here anymore.

A printout of the system is at

http://www.swaffordfamily.com/pbx.txt

if you'd like to look at it.

What am I doing wrong?

Thanks,
Shanon

 

[TravelingTom]

You have calls covering from the operator and the trunks. You only need one calling group, 770 for voice mail and auto attendant. Make all ports auto attendant and put the trunks and ports in 770. Check your voice mail to be sure that it has a dummy operator extension for auto attendant, default is 768.

Try this site:

http://support.avaya.com/edoc/docs/merlmail/585320142_1.pdf

 

[Shanondink]

Thanks TravelingTom,

I'm soooooo close.

I put all the vmail extns back into 770, set the Voicemail to Immediate Answer, and All Lines AA.

I also assigned a delayed call answer extension (300) and built a mailbox 300 with COS=15 (AA1).

Anyway, I have it working like it needs to except for 1 thing:

My operator extension (Extn 100 on MLX-20L) doesn't ring anymore. I can make it ring, by assigning group 70 (trunks 801, 802, 803, 804) to in in the Personal Lines, but when I do that, calls not answered by 100 or 107(see below) get mailbox 100 instead of the 300 AutoAttendant.

What am I missing? Is the 100 somehow forwarding to vmail before the delayed call answer or something?

By the way, I have Extn 107 assigned like above in Personal lines and it works just like I expect. Her line rings but doesn't "take over".

Please help!!!!

Thanks
Shanon

 

[TouchToneTommy]

Make ext. 300 the principal user of the lines, so that when they hit the voice mail they follow through to mailbox 300, which is classed as the auto attendant.

 

[Shanondink]

Thanks Guys,

So when I go to:

Sys Program
Exit
LinesTrunks
More
PrncipalUsr
801
Enter

It will not let me put 300 there?

Am I in the wrong place?

Thanks again,
Shanon

 

[TouchToneTommy]

Ah, your lines are in pools; my bad, you can't assign principal user to lines that are in pools.

What is your "delayed call answer extension (300)"? Is that just a phantom adjunct extension, not a real extension? If so, instead use a calling group, with no members. Have it overflow to 770, using time delayed overflow, and make another mailbox to match the calling group extension number classed as the auto attendant.

 

[Shanondink]

So I have a another group 771 set to overflow to 770 and mailbox 771 built as COS=15.

But I'm more confused than ever.

How do I get trunks 801,802,803,804 (pool 70) to ring on group 771?

Thanks,
Shanon

 

[TouchToneTommy]

Extensions -> More -> Group Calling -> Lines and Trunks -> 70 (the pool that contains 801,802,803, and 804) -> Enter

 

[Shanondink]

I don't have those options.

I have a Legend R7.0 V12 in PBX mode.

Thanks,
Shanon

 

[Shanondink]

And I'm using WinSPM remotely.

Thanks,

 

[Shanondink]

I found it!!!!!!

Extensions -> More -> Group Calling -> Line/Pool -> 771 -> Enter -> 70 -> Enter

This made group 771 answer trunks assigned to pool 70. It then overflows to 770 after 20 seconds but calls MailBox = 771.

I then had to build a MailBox 771 with a COS=15 and everything works as expected.

Thanks for the help.