dsavoie

We are using Merlin Legend release 6. I program the switch using Winspm or a console phone.

All of our buildings are set up with hunting groups. If you dial the main number for a particular building and it is busy, it will automatically go to the Auto Attendant and get the building recording. However, I have one building where this does not work. Instead, it goes to the operators personal voicemail. Somewhere in the programming it is not moving on to the building recording. Where do I go to check this out and change it?

2wire

I am not 100% sure how to answer, it could go a couple of ways. I believe as a default that any unknown number will route to the operator, so that might be something to look into for a start.

You could also check to see if the group covers to the operators extension. This may be the only group set up this way. You could compare it to the programming of the others groups.

Good Luck,

2wire

PBXtech.info

 

Cephas

If you want it to ring the console first, then go to AA, make sure there is a hunt group setup (I usually use 789) with the lines in question (the pool) assigned to it. Set the group to overflow to the voicemail group after x seconds - making sure this is less than the operators group coverage delay (you might want to increase this delay). In your voicemail, create and AA mailbox pointing to the appropriate AA (usually #1).

All the above may be already setup, the group cover delay for the receptionist might simply be too small. You can increase it by going to extensions, more until you see cover delay, then select group cover. It's set in rings, whereas the group overflow mentioned in the previous paragraph is in seconds.

Peter

dsavoie

I want to readdress this since it still isn't fixed. I can explain it a little more clearly now. We have a Merlin Legend V6.1 switch with AVA voicemail.

When you dial the building phone number, if no one is there, the auto attendant should answer. Instead, it goes directly to the secretary's voicemail and completely ignores auto attendant. Every setting I check is identical to all our other switches and voicemail settings (except, of course, the tiny thing that I am missing which is causing this to happen).

If there is no answer on that line, or if it is busy, it should go to the auto attendant, not voicemail. What step am I missing?

dsavoie

I got some information from the mfgr of our AVA voicemail system. This is what they are saying we need to do, but I have no idea how to do it:

"This is because you have call-forwarding coverage to VM set up on the operator phone. When the outside call goes to VM because it is unanswered at the operator phone, the phone system is sending the DTMF call information to the voice port, so the call information looks identical to when it is really a call that should be forwarding to the operator voicemail. AVA can not tell the difference if the call information looks the same. Usually in this case you have two choices: reprogram the phone system differently so that the outside calls still go to AVA when not answered by the operator, but that it is not because of call-forward to VM. For example, somehow set up the trunks to also point or ring to the VM ports in addition to the operator, but on a delay. Or, set up a phantom extension that the trunks are also pointed to in addition to the operator, but that is set to fwd to VM before the operator would forward to VM (or disable call fwd to VM for the operator). Then, use the TRUNK custom parameter described in section 2.10 of the manual, so that the system will be programmed to ignore the call information from that phantom station, and just run Auto Attendant."