atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems How to get Comdial Auto Attendant to answer on the first ring?

We have an old voicemail system hooked up to our Merlin Legend 7.0 V10.0 CKE4 (direct connect using the WinSPM V6.0.

We would like the Auto Attendant to answer every call on the first ring. It used to do this, but we had a power outage and it stopped doing it now?

It's a white box DOS PC, with the label COMDIAL on the front. When we run the voicemail it says "Small Office Call Processing System, v.82, AT&T Merlin Lengend Integration." Does anyone know the correct model # of this system? I thought it was called the Key Voice 8.2? The vendor we bought it from is out of business. Another phone tech came by and tried to program it, but couldn't figure it out. I posted on Tek-Tips but was referred here as the expert board.

Thanks for your help in advance!

The ringing is set up through the phone system, not the voicemail. I would first check your Legend programming to make sure that ringing is indeed set to go to the voicemail, in case it was lost or corrupted during the outage. If it appears to be set correctly, see if you can call into the voicemail with the intercom and see at all if it answers.

Small Office Call Processing System is the same as Key Voice's Corporate Office Processing System. Key Voice has always powered Comdial voicemails, and around 2000 Comdial simply acquired the company, so the names have changed slightly but the software is the same. You happen to have version 8.2 and the latest version is 8.5.

Thanks for your response.
Another person had looked at our legend call groups and he said it looked fine.
The Auto-Attendant does answer but not until the 6th or 7th ring, which annoys the heck out of our callers. It does this every time, not just occasionally. What is strange is it used to be OK, so I suspect during the outage somehow the Merlin got corrupted? Or the tech programmed the system wrong.
The order it should be going is:
1. Call comes in
2. Auto Attendant answers
3. If caller pushes 0, it goes into the customer service group for human answer


----- Site: DM Label 708. Captured: 01/28/08 -----
DIRECT GROUP CALLING INFORMATION


Group # : 770 Group Type : IntegrtdVMI
Call Distribution Type : LINEAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 2
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # :

Group Coverage : 30

Member No. EXT # LABEL
1 7156 AUDIX 1
2 7157 AUDIX 2
3 7158 AUDIX 3
4 7159 AUDIX 4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES : 801 802 803 804 805 806 807 808 817 818
: 819 820
DIRECT GROUP CALLING INFORMATION


Group Priority: : 4
Support Group: :

Home Group(s)/Priority :
DIRECT GROUP CALLING INFORMATION


Group # : 771 Group Type : AutoLogin
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 2
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 1
Prompt Based Overflow Option: No
Overflow to DGC group # : 772

Group Coverage :

Member No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION


Group Priority: : 4
Support Group: :

Home Group(s)/Priority :
DIRECT GROUP CALLING INFORMATION


Group # : 7920 Group Type : AutoLogin
Call Distribution Type : CIRCULAR

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 99
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 1
Prompt Based Overflow Option: No
Overflow to DGC group # : 770

Group Coverage :

Member No. EXT # LABEL
1 138 OPERATR
2
3
4
5
6
7
8
9
10
11
12
13
14
15
16
17
18
19
20

LINES :
DIRECT GROUP CALLING INFORMATION


Group Priority: : 16
Support Group: :

Home Group(s)/Priority :


----------------------------------- ANNOTATION -----------------------------------

If you dial 770, does voice mail answer?

If you dial each VM extension (7156, 7157, 7158, 7159) does VM answer?

And does it answer immediately or after a delay?

Yes, when I dial 770 it answers after ONE ring.
Same for 7156, 7157, 7158, 7159, all answer after exactly ONE ring (which is the setting inside the Comdial box).

Well, let's dissect the Legend programming:

Group # : 770 Group Type : IntegrtdVMI
Call Distribution Type : LINEAR

770 is the pilot number for VM, the group knows to send "mode codes" when a member of the group answers, and it hunts from the 1st member down to the 4th member. Good so far.

PryAnn No. EXT # LABEL
1
2
3
4
5
6
7
8
9
10
Secondary Announcement Ext # :
Time Between Delay Announcements: 0
Repeat Secondary Announcement: No

Message Waiting Station :

Queue Control Limit: 2
Calls_in_queue Threshold 1: 1
Calls_in_queue Threshold 2: 1
Calls_in_queue Threshold 3: 1
External Alert ext # :
Overflow Threshold (#) : 1
Overflow Threshold (Time): 0
Prompt Based Overflow Option: No
Overflow to DGC group # :

Group Coverage : 30

That's all normal, no unusal settings here. Phones with voice mail get added to Coverage Group 30 to be answered by VM

Member No. EXT # LABEL
1 7156 AUDIX 1
2 7157 AUDIX 2
3 7158 AUDIX 3
4 7159 AUDIX 4

Here's the extension numbers of the individual VM ports. Looks like the Comdial replaced an Audix. Each one is answering, so we're good here

LINES : 801 802 803 804 805 806 807 808 817 818
: 819 820

The lines are set to ring directly to the group. That's good.

So, I don't see any irregularities in the Legend setup.

Are you receiving the calls via the Copper lines, 801 through 820? Or have you switched to a PRI?

You might try going into the Maintenence screen of WinSPM, busy out and restore each of the VM ports.


(p.s., used to live and work in Covina, still have family in business there! Small world!)

Is the phone system in night mode?

btw, the vm system is a KeyVoice Small Office Lite. A very common system and docs available on the web

The voicemail system is in "day" mode, but I've tried changing the setting to both day and night but it still doing the same thing.

It answers with the "day" Auto Attendant message (after six rings, that is).

Hmm... What is a PRI? We have a T1 SuperTrunk that is hooked up to our phone system, the calls go through there.

Can you help me with instructions on how to "busy out" those ports? I and tried to do it but couldn't figure out how to in WinSPM. Thanks.

I'd be happy to get a tech who can fix it in, but so far we've had three come by and they didn't know how to fix it, and we still got charged.