5330 randomly forwards calls to voicemail

[RDECIT]

This is on an MXe version 8 software. Although I've not been able to replicate this problem, the customer assures me that it does happen. At random times calls through to their DDI get automatically forwarded to their voicemail. They've checked that they are not on DND and their current resolution is to use the clear all features FAC. This would suggest that it is an enabled feature, but I've never heard of a phone setting it's own features. The only time I've seen status changes that turn on call forward to voicemail was with UC installed, but this site doesn't have it. Any idea's?

 

[Maba2904]

is there any call reroute always to voicemail. i never seen it happen automatically but maybe there is a call reroute always which is activated by putting the system in night1/night2 when the reception goes to the toilet.

 

[kwbMitel]

The fact that Clear all features will resolve the issue blows the Call rerouting theory out of the water.

I would be looking for things that would make the phone busy without the user knowing that it is busy.

- Headset use, user not properly hanging up
- Key Line appearances
- Mobile Extension
- Personal Ring Groups (1 line busy, All busy) - actually forget this one for now but note it for when you upgrade to rel 4.0 or higher.

It would be ideal to get a snapshot of the active features before, during, and after an incedent using the maintenance command Locate Features Extension XXX


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