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Troubleshooting Merlin Magix

Calls Not Going to Voice Mail


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 review 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.

• 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.
Calls going across the private network to a Centralized Voice Messaging system may experience problems because of an incorrect setup.

• 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, go to Possible Cause 3.

Possible Cause 3: Night Service with Coverage Control has automatically deactivated the extensions’ Coverage VMS buttons for normal business operation (Night Service Off, no Voice Mail coverage).

If Night Service is On and Night Service with Coverage Control is Enabled, someone at a telephone may have manually overridden the system-wide setting, after it took effect, to prevent Voice Mail coverage at their extension. 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.


What to do: Check the Night Service button lights at each operator console to see whether Night Service is Off (buttons are not lit). Use system programming to find out whether Night Service with Coverage Control is Enabled. If Night Service with Coverage Control is Enabled and Night Service is Off when you expect it to be On.
• If Night Service with Coverage Control is disabled, and this is appropriate, Voice Mail coverage is controlled only by the users at extensions. Go to Possible Cause 4.

• If Night Service with Coverage Control is enabled, and this setting is appropriate, users at the extensions should deactivate their Coverage VMS or Coverage Off buttons to receive Voice Mail coverage. If Voice Mail still does not work, go to Possible Cause 5.

Possible Cause 4: The user’s telephone has Coverage Off or Coverage VMS activated. (The user at the telephone can override Night Service with Coverage Control by pressing the programmed Coverage VMS button after the last Night Service status change.)

What to do: Check the light next to the programmed Coverage Off button or the programmed Coverage VMS button.
• If the light is on, then outside calls do not go to Voice Mail. Press the button to deactivate the feature and to turn the light off. Check to see whether calls are now going to Voice Mail. If they are, you have solved the problem.
• If the lights are off, go to Possible Cause 5.

Possible Cause 5: A call arrives on a Personal Line, but the user is not the owner or principal user of the line.

What to do: Check the programming and do either of the following:
• Change the principal user.
• Remind the user of the telephone that calls coming in on a Personal Line go to the principal user’s mailbox only.

Possible Cause 6: Forwarding or Remote Call Forwarding is active.

What to do: Print the Extension Report to determine whether Forward is active for that extension. Check the telephone to see if the LED next to the Forwarding button is
lit. If the telephone has no Forwarding button, program one on it.

Possible Cause 7: The Voice Mail system may not be working.

What to do: If convenient, check that the power light on the Voice Mail system unit is on. For a MERLIN Messaging System, a green System Status LED indicates system is on and operating properly; a red System Status LED indicates the MERLIN Messaging System is out-of-service; and an unlit System Status LED indicates the module is not powered or has a fault condition. Try placing a call to other extensions to see whether the calls go to Voice Mail.
• If the Voice Mail system power light is off (or if the MERLIN Messaging System Status LED is red or off), and/or Voice Mail does not work at other extensions, then the Voice Mail system is not working. Check the system documentation; if it is an Avaya Voice Mail system, call the Carroll Communications at 732-751-0101 (consultation charges may apply).
• If the power light is on and Voice Mail works at other extensions, call Carroll Communications. (consultation charges may apply).

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