3300 not going to voicemail when busy 1

[SNIP81]

we have a 3300 with 7.1 software. When are customer is on the phone rather than going to voicemail, the calls transfer to the attendant. I have verified the reroute forwarding when busy is set to voicemail. Any ideas would be appreciated.

Thanks

 

[Lundah]

How are the calls getting to the busy user? Are the direct-dial (internal, DID/DDI, etc.) or are they transferred by the attendant? Trying to eliminate if the calls are recalling instead of re-routing, which would probably be a timer issue.

 

[SNIP81]

they calls coming in to the busy extension are external DID trunks, that are going to the attendant, rather than voicemail.

thanks.

 

[Lundah]

And naturally you've verified there's no busy call forwarding set on the phone, the VM ports are answering normally, all that, right? Something in programming is telling the calls to reroute to the attendant rather than VM.

 

[shawnb345]

Did this just start happening? Did you just upgrade the 3300? By any chance do you have the 6510 VM?

 

[SNIP81]

I was wrong it only transfers to the attendant on internal calls. External calls route properly. I believe this has been happening since we installed the system. We have not done any upgrades since the initial install. It is embedded voivemail, but I am not sure of the version. I will have to check on that And get back to you.

thanks

 

[SNIP81]

also there is no forwarding on the phones, and voicemail ports are working properly

thanks

 

[kwbMitel]

Please verify forwarding via Maintenance command.

Locate Feature Extension XXXX

Barring that, Are you using the 2nd alternative.

*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[SNIP81]

the forwarding in the maintenance commands are (Call Forward Busy Internal : 0), so this is my problem, but how would I change this to go to voicemail? Is this a default setting? Sorry I didn't catch this earlier. I appreciate the help on this.


Thanks

 

[kwbMitel]

You can use the feature codes for call forwarding cancel or the superkey on the phone to turn the forwarding off.

Forwarding overides call routing and once it is turned off the routing will kick in.

No it is not a default setting. More than likely your Feature access code for forwarding internal busy is set to something that can be dialed accidently. (someone forgetting to dial 9 for outside access for e.g.)

Locate Feature Extension should be the first stop on any troubleshooting of a phone that is acting unusual. Without fail, active features impact usage.

Glad to help


*******************************************************
Occam's Razor - All things being equal, the simplest solution is the right one.

 

[SNIP81]

well i appreciate your help. Hopefully when I gain a little experience I will be able to help other folks out. This is an excellent forum.