dsavoie

We have a Merlin Legend switch, Release 7

I have one office where the autoattendant doesn't properly route a call through to the operator's voicemail. If a caller from the outside dials the main office during off hours, they will get the autoattendant message to dial an extension or dial zero for the operator. It then will route the call to the secretary's phone as it should, but will not then route it to her voicemail when there is no answer. It just rings and rings and rings.

However, if I dial the secretary's extension directly, it will go to her voicemail. Very strange. I am missing a setting somewhere, can you help?

TouchToneTommy

Assuming a Merlin Mail or Merlin Messaging, the defualt "Call Answer Service Operator" is extension 768, which is actually an INVALID extension number. The 0-out calls will transfer to the 1st logical ID, which is the Operator's extension. But, because it wasn't really the Operator's extension number that it transferred to, it doesn't cover to voice mail.

Some situations like this senario. But it you want the Operator's voice mail to cover the calls, change the CASO extension to the Operator's actual extension number under the System Parameters options in the System Administrator's mailbox. OR, change the "Dial 0/Timeout option" to transfer to Extension (whatever) instead of "Transfer to the Call Answer Service Operator" in the Auto Attendant programming.

PBXtech.info

 

dsavoie

We have AVA voicemail, not Merlin. If I dial in and access anyone else's voicemail, it works, but will not work when pressing 0 for the operator nor dial the operator's actual extension number. I checked every single setting in the Voicemail machine and it is identical to every other voicemail machine we have. So it has to be something in the switch settings.

TouchToneTommy

Ah, check to see if the Operator's extension is in the voice mail coverage group. It is usually group 30, but it could be any group from 1 to 30. When an extension is unanswered, it covers to a group, and the voice mail is the "receiver" of those group's calls.

In SPM, go to Extensions, the More until you see Group Coverage, type in 30 and Enter for the Group, and then press Inspect. If you see the extensions that have voice mail, you've hit on the correct group. If you DON'T see the operator's extension listed among the others, press Back, press GroupCoverage again, 30 and Enter, the Operator's extension number and Enter, and you should be good.

If you didn't see the other voice mail user's extension numbers in group 30 above, do the same thing, but try group 1 instead of 30 (it is the second most commonly used group for voice mail)

dsavoie

The problem turned out to be something different. Her extension was in the Coverage Group. I studied her coverage delay options and changed 3 settings:
Primary was 4 reset to 2
Secondary was 2 and left at 2
Group Coverage was 6 reset to 3

After this change, everything worked correctly.