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Cannot get Auto Attendant to work right

Cannot get Auto Attendant to work right

Cannot get Auto Attendant to work right

I hope you folks can help. I have a Partner ACS 4 and a Partner Mail R3.  When a call comes in the AA only answers with a greeting that says "Transfering Call".  It does not use the Standard day or night greeting.  The call immediately gets transfered to ext 10 without allowing the caller to enter in any prompts.  I would really appreciate any help here.

Thank you in advance

Dominic Uliano

RE: Cannot get Auto Attendant to work right

You need to set up proper ports in hunt group 7.  Not knowing if you have a five slot cabinet or a two slot, I can not give you proper port numbers.  If you dial station numbers Partner mail will answer.  Use the numbers that Partner mail picked up in hunt group 7.  If you give me your slot setup I can tell you exactly what ports to use.  Thanks,

RE: Cannot get Auto Attendant to work right

Thank you very much!!  I only have 1 slot.  I don't have any other slots.  The Partner Mail is seperate.

I hope I am making sense.

Thanks in advance


RE: Cannot get Auto Attendant to work right

I didn't think Partner had a standalone VM? Could you post a more specific layout of what you have?

Matt Wray

RE: Cannot get Auto Attendant to work right

I hope I correct here.  I have just a single slot Partner ACS 4.0. Seperate from this I have a Partner Mail Release 3 VM.  When I say seperate I mean that the Partner Mail cannot fit next to the ACS (even with a 5 slot carrier). Meaning that it is not one of those slender modules that snap into the carrrier -- its seperate. The Partner Mail is a pretty robust VM.  It can have multiple AA's, 99 mailboxes, cascaded outcalling, etc.  
I have been able to set up VM boxes but I don't know how to get the AA to pick up and and convey a greeting.  Right now it just says "Transfering Call" to outside callers.  

I hope I am explaining this correctly -- I am a total newbie on this thing.

Thanks in advance


RE: Cannot get Auto Attendant to work right

Well for a regular Vm you need to assign the lines to the hunt group 7. FEATURE 00, Left intercom twice, #301. Hunt group 7 and assign the lines you want the AA to answer. See if that helps and post back...

Matt Wray

RE: Cannot get Auto Attendant to work right

Hi Dominic - You will know the extension numbers of the Voice Mail ports, because you are running line cords from the ACS to the 2 or 4 ports on the Partner Mail.

From Ext. 10 or 11

Left INTERCOM twice
#505 - 7 - XX - 1 (Where XX is the Extension number of a Voice Mail port)
#306 - XX - 10 (Again, XX is the Ext. No. of a Voice Mail port)

Do this for EACH Voice Mail port

You are probably using 16 and 17, or 14,15,16 & 17 (Depending on if it is a 2 or 4 port mail)

RE: Cannot get Auto Attendant to work right

   Sometimes if Main Greeting has Not been recorded Correctly (Like a second of silence recorded as a greeting) It follows the Time out action and MIGHT say "transferring call" and sent it to the operator.

   Check it out I've had it happen to some of my customers.


RE: Cannot get Auto Attendant to work right

Thank you for all your help.  I will try this out over the weekend and let you know how I make out.

Thanks again

Dominic Uliano

RE: Cannot get Auto Attendant to work right

Here's something else to check.
You don't want the lines ringing on the extensions associated to voice mail.  In other words, if your voice mail connects to your ACS through ext's  22 and 23, check centralized programming for those extensions to make sure that line ringing is shut off on those extensions.
Let me know if I need to expand on this idea.

Telefones Plus, Inc.
Big D, Texas!

RE: Cannot get Auto Attendant to work right

I did a lot of troubleshooting on a Partner Mail installation, and discovered some things that happen automatically when you assign an extension port to Hunt Group 7 (voice mail). Check these out:

The port will get Intercom First, but the Intercom Dial Tone will be "machine", ie, it will sound like an OUTSIDE dial-tone. BUT, if you look at #309, it will still be unchanged.

The port will NOT ring until the VMS Hunt Delay (#505) has been reached, EVEN THOUGH is you look in Centralized Telephone Programming you will see the lines have Immediate Ring.

All calls coming to the port will be accompanied by "Mode-Codes", ie, Touch Tone digit strings just after answering that indicate "why is this call arriving". This tells the Voice Mail what to do: Answer with the Auto Attendant, answer with a mailbox, log into Voice Mail, etc. If the call arrives without ANY mode-codes, Voice Mail will play "Transferring to Receptionist" and send the call to Ext. 10.

Some installers will remove all the line appearances for the VM ports, and that's OK, it'll still answer incoming calls, BUT the users cannot use Outcalling if the system allows it.

If you expand the number of lines on an exsisting installation, you don't normally use #104 but use #301 to add the lines indivudally to each extension. Don't forget to add them to VM ports also, so they also can be used for outcalling.

Some time when you have a new system that you can play with, program only one extension into Hunt Group 7, connect your Butt Set to it, and play with it to see some of the things that automatically happen. It's pretty interesting, and can help with troubleshooting other problems!

RE: Cannot get Auto Attendant to work right

Gosh, Tommy sometimes you're just too good...

Matt Wray

RE: Cannot get Auto Attendant to work right

under #206 press group 7  and make sure 1 is assigned not 3 for vms cover

I made this mistake on my first install and it seemed no one could figure it out.

I would recommed clearing the phone system first by pressing #989 and then spell the word "clear"

By reading the message responses you have about 20 options so who knows what is in your system?

Take care...

RE: Cannot get Auto Attendant to work right


Lots of advice from the pros ... that is mostly correct, but my advice is that you have a professional installer help you - onsite - with your programming challenges.

My experience with end users and even some dealers/interconnects is that you can spend HOURS playing with the programming on a Partner Mail stand alone and not be any closer to having it setup correctly than when you started.

Spend a couple of $100s and get it done by a professional.  Watch them and ask questions  - it is your dime - and then you will have a basic understanding on how to access the primary functions you may need to change AA greetings and those functions that are most common and require some updating when employees/extensions are added or features changed. Your time is worth something I believe - don't spin your wheels on PM R3 programming - or if you're one of those "do it yourself" kinda guys ... spend your time first reading the programming manual from page #1 to the end!

Good luck.

Andrew Roach
Drew Communications
Drew Telecom Group, Inc.
Lucent Voice Mail and Component Repair Specialists
Lucent Telecom Brokers/Resellers

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