2nd call has one ring and then directly to voicemail 1

[hollandho]

Hello All: I am running a BCM 50 3.0 Our users are complaining that when they are on the phone and a second call comes in on the second line, they get a quick ring and then it goes directly to voicemail. Only one phone works properly and she acts as a switchboard for the group. I do not know the BCM very well so can someone direct me to where I would need to go to change this to be 2 or 3 rings before going to voicemail.

Thank you in advance

 

[gecko202002]

It sounds like the auto attendant answering the call - the system registers the call and phones with that line assignment will hear a half ring. Call in on the second line - what greeting do you get?

 

[hollandho]

Gecko202002: No it does go to their own voicemail. I happen to have a phone at my desk also connected to the BCM and it works fine. I get 4 rings before going to voicemail but I do not see any difference in the settings. But then I still don't know what I am looking for yet. Thx

 

[RossV]

Under Telephony/Sets/Active Sets.
There are two column headers one for foward no answer and one for fwd busy. The voice mail extension is normally entered here. If you have busy set to voice mail you will get a single ring then straight to voicemail. Click on the extension to highlight it and then the foward busy box and clear the entry. The problem is that when you do this the phone will ring while the user is on the first line until the no answer timer kicks off and sends the caller to voice mail. This ticks a lot of people off, especially those who live on speakerphone.

 

[hollandho]

RossV: Thank you, that did it for me. I deleted the entry from the forward busy box and it now does what the users want.