Lucent Technologies MERLIN LEGEND 6 - Manual (Page 363)

MERLIN LEGEND Communications System Release 6.0
System Manager’s Guide
555-660-118
Issue 1
February 1998
Troubleshooting the System
Page 8-17 Calls Not Going to Voice Mail
8
Calls Not Going to Voice Mail 8
For calls to go to voice mail, the extension must be part of a coverage group, the
coverage group must have a receiver, and the receiver must be the voice mail
calling group. A quick way to check this is to check the planning forms for Group
Coverage and group calling.
Possible Cause 1: The extension may not be a member of a coverage group.
What to do: Use system programming to check that the extension is a member of
a coverage group (see “Group Coverage Member Assignments” in the “Optional
Group Features” section of Chapter 3,
System Programming).
■ If the extension is not assigned, assign it if appropriate. Check to see
whether calls are now going to voice mail. If they are, you have solved the
problem. If not, go to Possible Cause 2.
■ If the extension is already assigned, go to Possible Cause 2.
Possible Cause 2: The coverage group may not have the voice mail calling
group as its receiver.
What to do: Use system programming to check that the coverage group has a
receiver and that the receiver is the voice mail calling group (see “Group Calling
Member Assignments” in the “Optional Group Features” section of Chapter 3,
System Programming).
■ If the voice mail calling group is not assigned as the receiver, assign it if
appropriate. Check to see whether calls are now going to voice mail. If they
are, you have solved the problem.
■ If the voice mail calling group is assigned as the receiver and your system
is Release 4.1 or later, go to Possible Cause 3.
■ If the voice mail calling group is assigned as the receiver and your system
is not Release 4.1 or later, go to Possible Cause 4.
Possible Cause 3: Night Service with Coverage Control (Release 4.1 and later
systems) has automatically activated the extensions’ Coverage VMS Off buttons
for normal business operation (Night Service off, no voice mail coverage).
NOTE:
If Night Service is on and Night Service with Coverage Control is enabled,
someone at the telephone(s) may have manually overridden the
systemwide setting, after it took effect, to prevent voice mail coverage at
their extension(s). Follow the instructions in this Possible Cause to check
current settings for Night Service on/off status and Coverage Control. Then
look at the telephone buttons as outlined in Possible Cause 4.