atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Legend R7 w MMR3 Calling Group Coverage

I have an R7 system with a merlin mail R3. I have a calling group 869 that has a couple of members in it. 869 is actually the last three in a DID that has an 800 number pointed at it. This system is large with 3 PRI's coming in.

I need to configure so that when all agents in calling group 869 are busy or go ring no answer, the voice mail picks up. I have tried everything I know of and can't get the calling group to be covered by VM. I have read other posts on setting up a loop from a single line extension to an unused trunk. I do not want to do this. This limits to one call coverage unless holding in que and such.

Isn't there a way for VM to directly cover a calling group?

Under Extensions, Group Calling, you will find Overflow. Overflow it to the voicemail calling group, set the number based to 99 and the time based to however many seconds you want the call to ring before covering. Make a mailbox 869 in the voicemail as well.

I tried this. It did not work. No answer just rings. If the agents are busy, the number dialed goes busy. Any other ideas??

Weird - what type of group is 869? Auto Log In, Auto Log Out? What type of hunting? Circular, Linear, Most Idle, All Ring? Your agents are using an ES2 button to log in and receive calls, right??

It is AutoLogin, Linear. No on the ES2 button. I thought that is why the use of AutoLogin to avoid the agents having to push anything.

they need to be setup as Auto logout, you need to give them an ES2 button to login, change the hunt to most idle, and as Tommy said, set the overflow to voice mail. They will need to log into this group when they are ready to take calls.

I am not familiar with the ES2 button. Can you describe it and how to program it?

I have tried this many ways. I followed the suggestions here with autologout and ES2 button. Every way produces the same result. If an attendant is loged in wheather from autologin or ES2 with autologout, and the call goes unanswered, it rings forever with no voicemail coverage. If no one is logged in, the number pointing at this calling group rings busy.

To recap:
I have calling group 869, this is a DID coming in on a PRI last three of the 7 digit number.
I need it to go to voicemail coverage if no one answers or if all agents are busy. Overflow for 869 is 770(vm calling group). Number based is set to 99. Time based set to 16. Prompt based set to no. Que control tried setting at both 0 and 99, same result. Hunt type tried both linear and most idle, same result. Calling group type tried both autologin and autologout with ES2 button on stations, same result. I just can't seem to get the voicemail interested in covering this group. Yes, there is a box 869 in VM. Also group 869 has message receiver as 125, one of the group members.

Any ideas? Does anyone else cover a calling group with VM. Can you do a printout of setup for me?

This is geting critical for me now!

Okay guys it is working! Thanks for all of your help.
Final result was:

Overflow to 770(voicemail)
Number based 99
Time based 20
Prompt based no.
Hunt type Most Idle
Group type Autologout
Placed ES2 button on operator stations to log in and out.
Que set to 99

I don't know what was wrong when this was setup the first time and did not work. If any operators are logged in, the number will just ring and ring. If no agents are logged in or all are busy, goes directly to voice mail.

Again, Thanks to all!