Kalahary-Harry

Hi ell

I would NOT use a 500 phone set to manage the incoming calls. For the precise reason that the callers get ring back, and may even get busy tone, even if you use a phantom set.

Instead, here is what I would suggest:

1: (I don't know what your number range is from your telco, so I may assume one or two Ooops's)

Chose an unused number in LD20 by
Req PRT
Type LUDN
(type in the first digit of your telco number range, for example 1, the system will list ALL unused numbers starting with 1).
Let's assume you chose the available number 1006. (if your telco number range is 7000 and so forth, you can use 7006 as you listed above).

2. Go to LD 49
REQ PRT
Type IDC
Cust 0 (default?)
DCNO <cr>

You will get a list of all IDC tables that exist. If at all possible, use DCNO 0, or if the first DCNO is 1, then use 1. If you don't have any existing tables, instead of CHG just type NEW.

Req CHG
type IDC
Cust 0
DCNO 0
IDGT 1006
1006 7000 (that is your voice mail DN, correct?)
IDGT <cr>

If your telco number range is 7000 ++, then make the IDC entry

IDGT 7006
7006 7000
IDGT <cr>

(you have now created a DNIS entry that routes the incoming calls for 1006 or 7006 directly to Merdian Mail, no ring back - unless all your mail ports are busy.)

2:
Go to LD 23, and create the ACD-DN (ie 4006) for your agents to log in (if you already have that, excellent)

Then create your internal CDN (ie 5006), with DFDN nnnn (nnnn = the ACD-DN number)

Then create another ACD-DN (ie 5026) (for the call routing to your external company). In this case, set the NCFW n nnnnnnnnnn (the number including your AC1 or AC2 that dials out to the external number. Here is why:
- Your Merdian Mail may be set up to NOT dial out. And that is a GOOD thing, don't change it. A mail system that is secured in that way is a good mail system. So instead of dialing out directly via MMail, you are dialing out from an ACD-DN. This is a secure way, since no one can go and change the number unless they have a maintenance password. Ok... next:

Now log on to MMail, and set up the Menue Service (as described previously), and make your KEY1 CL 5006 (internal CDN), KEY2 CL 5026 (the ACD-DN that calls out to your external party), then the rest as described.

Remember also to ADD your DNIS (1006 or 7006, depending you what you used) to your Voice Services DN table! If you don't do that, Meridian Mail will play an error message to the caller and attempt to transfer to an attendant.

So now you have created a call flow like so:

Call comes in on 1006 (or 7006) -> transfers to Meridian Mail (7000)

Meridian Mail checks it's Voice Services DN table, and sees that the call must receive the greeting of your MS nnnn (what ever menu ID you specified)

Meridian Mail plays the recorded greeting (hello.. press 1 for internal CDN., press 2 for external number - obviously you will record a reall message!!)

The caller presses "1", Meridian Mail "dials" 5006 - your internal CDN:
- Your Meridian PBX notices that CDN 5006 has a DFDN of 4006 (your ACD),and the call is presented to the queue where the agents are logged in.

The caller presses "2", Meridian Mail dials 5026 - the ACD that will dial out and your call is routed to the external number you specified, because the ACD 5016 does NOT have agents logged in, and assumes it is in NIGHT MODE (=NCFW).
Remember though that for the duration of the call, you are using 2 ports on your PRI:
- One for the incoming call
- One for the outgoing call

Now... if you do NOT have your ACD licenses activated yet (again, I just assumed - silly me):

instead of using an ACD-DN for agents to log in, set up a hunt group, and in your MMail Menue Service, KEY1 CL nnnn call the Pilot DN of the hunt group (I never used it, but it should work?)