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MERLIN LEGEND Communications System Release 5.0
System Manager’s Guide
555-650-118
Issue 1
June 1997
Troubleshooting the System
Page 8-18Calls Not Going to Voice Mail
8
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. Follow the instructions for “Night Service with Coverage Control” in
System Programming
, Chapter 3, or see “Revising Night Service with Coverage
Control” on page 6-80
.
If Night Service with Coverage Control is enabled and Night Service is off but you
expect it to be on, see ‘‘
Night Service Not Working’’ on page 8-15.
■ 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
Off buttons or Coverage Off 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 Off
activated. (In Release 4.1, the user at the telephone can override Night Service
with Coverage Control by pressing the programmed Coverage VMS Off button
since the last Night Service status change.)
What to do:
Check the light next to the programmed Coverage Off button or the
programmed Coverage VMS Off 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 4.
Possible Cause 5: 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. If yours is a MERLIN LEGEND MAIL Voice Messaging System, it has a
green LED at the bottom of its control unit module; the light blinks to indicate a
malfunction and is unlit when the module is not properly installed. 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 a MERLIN LEGEND MAIL
VMS system status LED is blinking or off), and/or it does not work for other
extensions, then the voice mail system is not working. Check its
documentation; or, if it is a Lucent Technologies voice mail system, call the
Lucent Technologies Helpline at 1 800 628-2888 (consultation charges
may apply).