AA won't allow direct line voicemails

[akrance]

I have a Nortel ICS system. A couple days ago, our voicemail hardware failed. In lieu of getting a new voicemail system (moving to a new office and phone system in a month), I called our phone company (Shaw Communications) and they added VM to each of our lines.

When two people call a direct line at once, it goes to voicemail - this is good.

When you call the direct number, you get looped into AA and can't get to anyone's voicemail. This is the issue.

Any thoughts/suggestions/help? Thank-you!

 

[DigitelD]

Is the AA from the carrier?

SHK Certified (School of Hard Knocks)
NCSS, ATSP/IP

 

[akrance]

No - the AA is from the phone system itself.

 

[DigitelD]

OK, let's see if I understand. Your carrier has given you a mailbox for each one of your lines. Those mailboxes are outside of your system. You are using the basic AA from the CICS. Because your AA resides on your phone system and the mailboxes reside on the carriers equipment, it won't work. Turn off the AA in the CICS.

SHK Certified (School of Hard Knocks)
NCSS, ATSP/IP

 

[akrance]

Yes - your understanding is correct.

I have turned off the AA by F982, 67372867, Atdt avail: N, Business open: N, Answer Lines? N.

Still getting stuck in the AA loop.

 

[DigitelD]

Wait a minute, this is confusing. F982 is for your onsite VM. If your onsite VM is not working how are you getting to it?

SHK Certified (School of Hard Knocks)
NCSS, ATSP/IP

 

[akrance]

I'm not our IT Rep knew exactly what they were doing. I can still access all my CICS voicemail options, features, including my CICS voicemail box, etc.

Either way - when someone calls a direct line, it doesn't go to their direct voicemail - it doesn't go to any voicemail, you get stuck in this AA loop.... "The person you are calling is unavailable (in the generic phone lady voice), for Mr. ABC press ext. 123, etc... (now in my voice)"

It's very confusing - I really appreciate your insight on this.

The only resolution from the carrier adding voicemail yesterday was that if two people call a direct line at once, one goes to the carrier voicemail we have set-up.

 

[DigitelD]

If you turn off the CICS AA will that do what you want?

SHK Certified (School of Hard Knocks)
NCSS, ATSP/IP

 

[akrance]

Maybe I am confused, how do I turn AA off?

Also - when I check any of the direct lines' voicemail extensions (F985) they all come up as our main line's voicemail number, no longer their personal voicemail numbers (EG, all read "500", when they should read, "478", or "479", etc). I'm not sure if that is correlated to the problem, but I thought I would throw it out there.

 

[DigitelD]

I'm not very familiar with the AA on the CICS because our customers don't use it. Someone else may be able to chime in. Or, you could call your vendor.

SHK Certified (School of Hard Knocks)
NCSS, ATSP/IP

 

[akrance]

Thank-you.

I hope someone else can chime in.

 

[ironhorse17]

Do this unplug the base cords in your call pilot, call the phone number and see what happens, if you still have AA answer it is turned on in the CICS. And we can go from there.

 

[akrance]

Yes that worked - thank-you.

 

[allworxguy]

If you can access F982 and other voice mail functions, how can you say your voice mail hardware has failed? Those feature would not work if the voice mail had failed.

Sounds like someone isn't very knowledgeable about your telephone system and given you some bogus information. To sell you a new system that you don't need perhaps?

Marv

http://www.telemarv.ca

 

[curlycord]

*831 AA ON/OFF
*832 CCR ON/OFF
*833 ADMIN

Try *832 and test, this will omit the built in CCR/AA.

However it sounds like vmail is turned off?
Login to F983 with your password then press 4 to turn back on if it is off.



=----(((((((((()----=
curlycord

http://www.curlycord.com