atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Remote call forward and night service on Legend

I've got a customer that has a Merlin Legend R7. I programmed the receptionist's extension (11) to forward all calls to their Verizon voicemail service after 5 rings. After doing so, the night service calls stopped ringing on extensions in the night service group. When I removed extension 11 as principal user of their incoming lines, calls started ringing at the NS group. So I assume assigning the extension as principal user somehow impacts the night service coverage path. I've checked my legend docs for all considerations but I haven't seen where assigning extensions as principal users would impact this. Is there something I'm overlooking or is there a work around. Thanks all.

you assign the trunk to the principal user,and when it's removed it follows coverage path of ext's that have that trunk assigned.print out the ext & trunk info to see the assignments.

The trunks are pooled. Only the operator has line appearances and is principal user for the lines so that calls can remote call forward. When remote call forwarding is assigned to the operator's extension calls stop ringing at night service extensions. I'm trying to determine why this happens.

Are these lines, in fact, forwarding to the number you specify by way of the Service Provider?

It just sounds to me like they are being sent away from the LEGEND before they can even start to ring, based on what I've read so far.

You just stated the answer. If the Principal User is forwarded, the calls will follow that forward instead the night service destination.

@ Merlinman. The numbers are being forwarded using the remote call forward feature programmed on her extension after 5 rings.

@Tommy...that makes sense. I'm just trying to figure out how this worked before I upgraded their processor to an R7. Callers would be sent to their Verizon voicemail after 4 or 5 rings. I'm beginning to think that remote call forwarding wasn't the feature they were using to achieve this. I did a backup and printed all system info prior to upgrading but I don't see anything that would allow this. Trying to convince them to spring for Merlin Messaging.

I think this may be a Verizon issue. Don't know why I didn't think of that first. Since it started after I upgraded the processor I assumed it was a programming issue. I'll have the customer get with Verizon. Thanks for the assistance guys.