sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems DID SET-UP ON MAGIX

I have a customer who had 4 pots lines when system was installed everything worked fine. Then Verizon sold them 8 DIDs so that way the could receive more incoming calls. Then Verizon ported the customers main telephone # 5370 over to the first DID lead number 2140 which is the operators extension. Now what happen is that the Merlin Messaging won't answer as the back-up attendant during the day, and at night when you 0 out the general mail box doesn't pick up.

One of the things to remember is that Loop start/ground start trunks and DID numbers are handled different by the switch. Since Verison changed their main number from a POTS line to a DID line it will act differently. Also, by making the change, you no longer have the same programing for the main number night service. I would need a little more detail about how your calls are coming in. What digits are being sent? How is your night service and auto attendant setup? What was the trunk number of the main line before it was moved. Do they only have DID lines now?

The night service group is 770 which sends all called directly to VM. Lines assigned to Night Service are 801-804. But note all that works fine calls are being answered by the auto-attendant calls are route to ext. However the General mail (9991) box won't answer calls. That is the only problem with night svc.

Make sure it is using the night message. Check the controller and/or schedule. Test by setting the day and night menu 0 time-out definition to "record a message in the general mailbox", if the prompts are the same its hard to tell sometimes. Also Legend is famous for a full general box 9991. Users forget to check and empty it. Check who the owner is and see if their light is always on.

Normally when using pots service you can assign the lines to the voice mail group (770). With DID service you can't, all you can really do is add the console to coverage, say about 4 rings before it goes to voicemail. I know for delayed att. service you use overflow into the vm group, but with DID it's harder to do that. if you have Intuity it becomes easier, but with MLM or Messaging you may have to rely on the main number (DID) ringing on the console and then after 3-4 rings cover to vm and get picked up by auto attendant. if you hit 0 the time out and answer function should be take a message in the general mailbox. not transfer to operator.


Confusing yes, I hope this helps....