Merlin Messaging, Merlin Legend, Magix: Auto Attendant is unable to answer

Doc ID    SOLN113708
Version:    4.0
Status:    Published
Published date:    21 Nov 2013
Created Date:    10 Dec 2007
Author:   
Content Migrator
 

Details

Merlin Messaging, Legend R7 and Merlin Magix all releases.

Problem Clarification

When outside callers try to contact the user the main greeting will not play.

Cause

  • Voice mail system could be Out Of Service (OOS)
  • Programming may be incorrect
  • Lines could be down

Solution

This issue can be resolved by repairing the Programming or Hardware as needed.

 

 1.  Verify that the voicemail answers when called
    1. Have a user try to call in and check their messages
    2. If Voicemail Answers Continue to STEP 3
    3. If voicemail does not answer continue to STEP 2

2.  Pull a Group Calling Print to verify Port Assignments to a Voicemail Group (default is 770)

               a.  Dial into SPM and Pull the print
                    i.   Select System Programming
                   ii.   Select Start/Exit
                   iii.  Select Next Page
                   iv.  Select Print
                   v.   Select Next Page
                   vi.  Select Group Calling



                b.  Verify that the proper Ports are assigned to a Voicemail cover group (default is 770)
                     i.  If Ports are assigned - proceed to resetting voicemail SOLN103000
                    ii.  If Ports are not assigned - add ports to voice mail calling group

 

3.  Check Programming for Voicemail coverage.  There are three different ways to get a call to be answered by an Auto Attendant Greeting

  1. a.  Line assignments through the Voicemail Programming

  2.      i. Dial into VM

        ii. Dial Admin Extension followed by # (default is 0)

       iii. Dial Password followed by# (default is 123456)

      iv. Dial 9 to access admin menu

      v. Dial 3 for Auto Attendants

      vi. Dial 6 for Line assignments

      vii. Dial 2 to scan line ownerships

          b. Make sure that lines are assigned to the appropriate Auto Attendants

4.  Primary User of a Line that covers to a voicemail box that is set to play an Auto Attendant

  1. a.  Pull a Trunk Info General Print

      1. Log into SPM
      2. Select System Programming
      3. Select Start / Exit
      4. Select Next page
      5. Select Print
      6. Select Trunk Info General

    b.  See if there are any owners of lines (Principal Users)

      1. Call coverage will follow Principal Users Coverage versus the systems coverage flow.

5.  Line assignment to Calling Groups that overflow to voicemail and that have a voice mail box programmed to play an Auto Attendant Greeting

a.  Dial into SPM and Pull the print

                i. Select System Programming

               ii. Select Start/Exit

              iii. Select Next Page

              iv. Select Print

              v. Select Next Page

              vi. Select Group Calling

b.  Verify that the proper Ports are assigned to a cover group 

                 i. If Ports are assigned - proceed to resetting voice mail
                 ii. If Ports are not assigned - add ports to a desired calling group

c.  Check lines to verify that the calls are getting into the switch

      i.  From a DLC Operators Position

    1. All the lines will be assigned
    2. Check dial tone on each line by pressing line button and listening for dial tone

      ii.    From QCC Operators Position

    1. Enter Dial access code for each line 801-8XX and check for dial tone
    2. If no dial tone is heard, check with Dial tone Provider to have lines checked at the DMARC

Legacy ID

KB01018329

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