Operator ext. not going to VM 1

[latinj]

I have a Legend switch with MAGIX V.M. and my problem is when people hit "0" to go to general VM it just keeps ringing with no answer I have activated this ext and put it in the right group and made sure it had the right coverage and as a matter of fact it was working properly recently but now the customer [ and I have checked it ] is saying it stopped working , what caused this and how can I fix thx

 

[Telecomboy]

If 0-outs are going to the general voicemail box (9991 for auto-attendant 1) then any call will go directly into that mailbox without ringing a phone. If you have the 0-out being transfered to the "call answer service operator" then the call will continue to ring the reception phone until answered. You can change the 0-out to transfer to an extension, then put in the extension of the operator. at that point it will ring the operator and then go to the operator's voicemail if not answered (as long as the operator has a voicemail box that is set-up properly).

 

[1043]

Does it go to the general mailbox or the operators extension. If it rings the extension then check transfer return.It might be set lower than the group cover delay, expecially if the operators phone is being covered on other phones.

 

[latinj]

So you are saying that if someone is covering the operators ext. it will not go to the general V.M. box , which is how I have it set up because they have no one for an operator right now and several people are covering the operator ext.

 

[TouchToneTommy]

You can't have the call ring at the phones, and then cover to the GENERAL mailbox. You CAN have it ring at the phones, and then cover to a SPECIFIC USER'S mailbox.

The General Mailbox is designed to receive calls from the Auto Attendant, at night, when the caller presses 0 or nothing at all. By using a special General Mailbox, the messages end up separate from the Operator's own personal mailbox.

If the "Call Answer Service Operator" is set to the default 768, and the Dial-0/Timeout option is "Transfer to the Call Answer Service Operator", the call will go to the phone connected to the 1st extension port, which is your Operator phone. BUT, it will not cover to other extensions, AND it will not cover to voice mail.

If you either change the CASO to the Operator's actual extension number, OR, change the Dial-0/Timeout option to actually transfer to the Operator's extension number, the calls will cover to the other extensions, and will cover to the Operator's personal mailbox.

BUT, you also have to have the Transfer Return Rings for the AA/VMS set to be higher than the combination of the Operator's Primary, Secondary, and Group Cover rings.

Hope that helps clear things up!!

 

[tdaugirdas]

My guess is - that if you change Transfer Return rings under BOTH Auxiliary Equipment, VMS/AA, Transfer Return - and under Options, Transfer Return to 6 rings from the default of 4 - you should be OK - but it will take a while (9 total rings or so) before the call is answered by the Operator's personal mailbox.

Tom Daugirdas,
President
STCG, Inc.
stcg.com

 

[latinj]

I want to thank everyone for all there help thanks again J