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Nortel/Norstar ICS phone system - Calls go to wrong voicemail on no answer/call forward feature

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bjdjr

bjdjr

IS-IT--Management
Nov 1, 2013
27
US
Please help, we have a Nortel ICS module phone system. With the M7310 as the coordinator phone. When our secretary puts her phone on forward to another extension within the building and a call that is forwarded rings unanswered at that extension, it goes to a voicemail that we do not want it to. I went into "making changes to call forward - no answer" and went to terminal&sets/showset/capabilities/fwd no answer/fwd to:/ and it shows that is it forwarded to ext 251 which is where we want it to go, our general mailbox.

Am i missing something else?
 
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You are trying to forward and already forwarded call?
What ext's is forwarding to what ext's.
In F983 under mailbox 100 what does the EXT: state?


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curlycord

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Toronto Canada
 
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Our secretary forwards all lines/calls that come into her phone an M7324 on ext 221 to ext 234 a M7208 so she can go to lunch, when a call comes in after she forwards and the call goes unanswered on ext 234 it is picked up on ext 231's voicemail. When i look at the programming under fwd no answer for ext 234 and all other extensions it shows "fwd to:251" 251 is the general mailbox we do want the calls to go to if unanswered.
 
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General Delivery mailbox is 100
251 is Voice mails DN, if you want calls to go to a mailbox on no answer or busy then you always forward that DN

Again:
In F983 under mailbox 100 what does the EXT: state?

As for 231 does it have an Answer DN key for 234 or 221?
Normally it would revert to original mailbox unless Answer DN s are programmed.

Try changing Ring Counts for FNA
221 - 3 Rings
231 - 4 Rings
234 - 4 Rings


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curlycord

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Toronto Canada
 
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Ok I will try changing ring counts on those extensions...



Please be patient with me, we inherited this system and don't have alot of documentation or experience with it. What do you mean by:
In F983 under mailbox 100 what does the EXT: state?

Where is mailbox 100? what ext do I have to be on to look at it or can it be a coordinators phone like a M7310?
 
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Mailbox 100 is the General Delivery mailbox #, most business's will tell that mailbox 100 to be associated with reception (221)....otherwise most mailbox numbers will match DN/Ext numbers.

F983 is to program the voice mail system.
If you are not familiar with F983 your best to call a tech in for minor "admin" training....1 to 2 hours is worth every penny.
The guide for vmail is called "Setup and Operation Guide"

F983/MBOX/CHANGE/100 is where you would enter the receptions DN/ext in most cases.

More of an FYI on GD where your issue maybe the Ring counts in Capabilities of the phone system programming.



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curlycord

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Toronto Canada
 
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mailbox 100 does list ext 221
 
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ok I'm testing now,

985 or 983??
 
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985 shows ext 251 on every phone I've checked
 
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I did try changing ring counts, no luck.
 
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