Accessing embedded voicemail remotely

[surferdude949]

I have an inbound analog line which is pointed to a Auto Attendant menu. Pressing * will take the call to voicemail. It is set to "normal transfer".

However, I have one user who is cannot access voicemail using *. When she calls from her cell phone and press * it routes her call to the receptionist.

I monitored the call using "call status" and did see the call being transfered.

I cannot figure out why this is not working for this particular user.

 

[hbsurfn]

Is your time out set to go to receptionist? Perhaps the * key on her cell is not send the correct dtmf tone, or no dtmf at all and it is timing out to reception.

ACA
ACS
CompTIA Convergence+
CCNA
CCVP

 

[nlasch]

What do you mean by taking the call to Voicemail?

I make the option to blind transfer to *17 and it works.

Also, try it on a different key other than * or # as apparently sometimes there is an issue with * and # DTMF in EVM.

 

[surferdude949]

The remote user dials a DID which is pointed to the IPO.

The inbound route goes to a AA menu. When the caller hears the greeting, she presses the * key which is then supposed to access embedded VM. However, the calls goes to the receptionist.

What is odd, is that it works for me fine calling remotely.

The user however, tried with two seperate cell phones and was not able to access vm.

 

[Westi]

you said analog line in the beginning then DID here.
Different things, but nevertheless should once you get the Auto Attendant work, one user can't do it all others can means either user error that she doesn't know the difference between * and # or that teh tone doesn't come through.
Have her call you and then press the button to hear what happens.

Joe W.

FHandw., ACSS

insanity is just a state of mind