Lucent Technologies MERLIN LEGEND Release 6.1 System Manager's Manual page 367

MERLIN LEGEND Communications System Release 6.1
System Manager's Guide 555-661-118
8 Troubleshooting the System
Calls Not Going to Voice Mail
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 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 one of the following:
Change the principal user
Educate 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 see if 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. If yours is a MERLIN LEGEND Mail Voice Messaging System, it has a
green LED at the bottom of its 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).
Issue 1
August 1998
Page 8-18