Troubleshooting Merlin Magix

Callers Receiving Incorrect Response from Voice Mail

Outside callers who reach the system may get the wrong response when the Voice Mail system answers calls. For example, they may hear an off-hours message during business hours. Calls going across the private network to a Centralized Voice Messaging system may experience problems because of an incorrect setup.

Possible Cause 1: The System Time may be set incorrectly.

What to do: Check the time at the system programming console or another MLX or 4400-Series display telephone. If the time is correct, go to Possible Cause 2.

Possible Cause 2: If system uses the Night Service feature and has more than one operator console, one of the consoles may not have the Night Service button activated.

What to do: Check that the green light next to the Night Service button at each operator’s console is on.
• Calls going across the private network to a Centralized Voice Messaging system may experience problems because of an incorrect setup.
• In Release 1.5 and later systems, if the Automatic Daylight Savings Time feature is not active, be sure to change the system time appropriately when Daylight Savings Time starts and when it ends. System time affects the functioning of several system features, including Automatic Backup, Night Service, Station Message Detail Recording (SMDR) reports, stand-alone Auto Attendant systems, Voice Mail, and Reminder Service. In a MERLIN MAGIX Release
1.0 system, you must change to and from Daylight Savings Time manually.

• If a green light is off, then Night Service is not activated; press the button to activate Night Service. Place a call to determine whether you get the correct Voice Mail greeting. If you do, you have solved the problem.
• If each green light is on, then Night Service is activated for that operator’s console. Go to Possible Cause 3.

Possible Cause 3: The time settings for the Voice Mail system do not match the System Date and Time.

What to do: Follow the instructions in your Voice Mail system documentation to check that the settings match the system. If the settings are correct or if it is an Avaya Voice Mail system, call Carroll Communications at 732-751-0101 (consultation charges may apply).

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