Hi I have a Merlin Legend with Merlin Messaging R1. A while ago an auto attendant was setup and voicemail activated. For a while we had voicemail for all the exntensions. At some point in time (and I don't know why or when) the voicemail stopped working (but the auto attendant still works). Is it possible to make voicemail work again?
Describe HOW the voice mail doesn't work - are you having trouble logging into mailboxes, do calls not cover to voice mail, etc. Then perhaps a solution other than calling in an installer could be found.
Thanx for the reply. The problem is that calls aren't transferred to voicemail if no one answers on the extension and eventually, after a while, the call is returned to the transferring extension or to the operator (in case the call was transferred by the auto attendant).
The voice mail's ports are part of a "Calling Group". You dial that calling group's number to access voice mail for checking your messages. Usually it is 770, but could certainly have been changed.
The extensions that have voice mail boxes are put in a "Coverage Group", that is answered by the voice mail's calling group. This coverage group is usually group number 30, although any group from 1 to 30 could have been used.
The number of rings for "Group Coverage Delay" must be LESS than "Transfer Return Rings", or the call will return to the sender before it covers to voice mail.
I would guess that somehow, either the extensions got removed from the voice mail coverage group, or the voice mail coverage group got removed from the voice mail's calling group.
You need to do a bit of investigation and programming at the Operator's console phone.
Menu System Program Start (or Exit) Extensions More (or Right Arrow button) Group Calling Coverage
770 (or whatever you dial for checking messages) Enter Inspect
At this point, the screen will tell you what coverage group the extensions with mailboxes should be in. Or it may be blank. Make a note of it.
Now start over, but after Extensions and More, Group Coverage
30 (or if a different group was revealed before, dial that group number) Enter Inspect
Now you should see extension numbers that have voice mailboxes.
If you saw no coverage group in the first exercise, but saw extensions in the 2nd one, you need to program voice mail's calling group to answer the coverage group.
If you saw a coverage group in the first exercise, but no extensions in the 2nd one, you need to add the extensions to the coverage group.
If both seem OK, check the Transfer Return Rings under System, Options, Transfer, Return. See if it is set too low, try putting it a
9 rings to test voice mail coverage.
Good luck! Post back with your results, good OR bad!
I did the steps you described below: In the first step you described, coverage of extension 770 (the extension dialing for voicemail) there was no coverage group. In the second step you described there were no group coverage at all. Not 30 and not anything between 0 to 30. What now?