sundance-communications.com/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Magix msg primary and delay announce

Hi Im working on a existing merlin magix system which I did not install or program but I recently took over this acct. and just installed a brand new merlin messaging latest release the old voice mails hard drive died. The voice mail works fine including auto attds and station mail boxes but I am having an issue when the voice mail sends caller for instance press 1 for cust service support ext. 772( it does ring group fine but then goes to the oper) I want the group to be called in order of most idle ext. which works but if service dept is busy I dont want the caller to be bounced out to the service oper. so i would like after ringing cycle on group 772 the caller should hear a primary announcment please cont holding and put the caller back to 772 if no ans to then hear secondary announ. please cont to hold or press a selctor code to point to a mailbox so they would have a choice to leave a msg. or timeout should put them back to group 772 and then go to primary annoucment. I did record a announcemnt one but where do i point the group over flow to to get that announcent played.

There's a bit of a trick to it, but here's how it is done:

First off, your ANNOUNCEMENT PORTS must be placed in their OWN Integrated Voice Mail Calling group.

Once that is done, you can assign the INDIVIDUAL extenions (in your case, extension) to Calling Group 772 as an announcement.

You may have to print out the calling group info to figure out how the operator is getting the call.

Thanks for the qk reply. I saw some programming done in the system in group 772 with the primary announcmet set for 132,133,134 ( I think those are the actual voice mail ports)and secondary I inspected as well and it was 135 and I inspected within announcmet pointing to announ 1 which I recorded already. The prob may be I by mistake may have put actual mailboxes for 132,133,134,135 so Im going there today to delete them my question is the overflow should be sent to 770 or to 132,133,134,135?? where should overflow point for primary and secondary announcment. Thanks in advance.

The answer is:

(A) The Announcements, (Each with their own Extension number) reside on ports WITHIN the Merlin Messaging, (BUT NOT THE PORTS USED FOR MESSAGING) and are in their own VMI Calling group.

(B) The Extension of the PRIMARY ANNOUNCEMENT is assigned to the CALLING GROUP you want to have a PRIMARY ANNOUNCEMENT FOR. It is not done with overflow.

Sys Prog > Start > Extns > More > Grp Call > DelayAnnce

That should get the delay announcement working.

Hi i got the announce to work. The system used to have 3 412 cards now it has only 2 so the ext numbers of the primary announ. ports are 126,127,128, and 129 for secondary announc. I changed them from 132,133,134,135 thanks alot. Now one more thing how do I give the cust a choice to leave a msg when they are in the announce mode on hold watting for someone to ans if the cust serv people are to busy I would like to give them a choice to leave amsg in a mailbox instead of waitting for exp. to press a selector code and have them dumped into a mailbox.

Do I create a mailbox for 772 ?? and have it copy to another existing ext.?? or are they stuck in the world of hold.
Thanks again for your qk reply.

Yes, create a MAILBOX for 772 in the Mer Mesg, and assign one of your agents or supervisors as the MESSAGE RECEIVER for that Mailbox.

That way, they will get a Mesg Wait LED when a call goes to that mailbox.

You will have to have 772 OVERFLOW to your VM calling group.

Now, 3 ways to get a caller to that mailbox:

[ALL OF THIS IS IN THE GROUP CALLING SECTIION]

1) Time Based Overflow, if a caller has waited X number of Seconds, then OVERFLOW him to Voice Mail.

2) Number based Overflow, if X Number of calls are in queue, then send OVERFLOW to Voice Mail.

3) AND THE REALLY SLICK ONE, PROMPT BASED OVERFLOW.

You will need to add the following to your announcement: "To leave a voice mail message, PRESS THE # POUND KEY".

You could have the caller overflow to a group other than VOICE MAIL, but I think this is what you are looking for.

Merlinman, You made the followng comment -

Would you explain the part about "Within the Merlin Messaging, but not the ports used for messaging". What is the difference?

Thanks,
Bill

The VOICE MAIL service, and the ANNOUNCEMENT service are 2 different things within the MERLIN MESSAGING.

Thus, you need 2 sets of PORTS.

This is why you can purchase 4, 6, 8, 10 and 12 Port license cards.

If you need 6 ports for voice mail, and 4 ports for announcements, then you would need a 10 PORT License card.

Each of the LICENSED PORTS has it's own extension.

(The Merlin Messaging module emulates an 012 T&R Module.)

Hi Merlinman thanks again for the qk response I will try the prompt base delay annce. Ive been busy with too many service calls before the holiday, but I will try it out late monday and I will tell you how it works. Thanks again and happy holidays.