After move ext getting GMB messages

[gschulte]

I have a issue that popped up that has me stumped. Everything was humming along correctly until we moved a user. after a office move she now receives the messages from the GMB or is at least getting all the not answered calls from the incoming main line. This is only happening after hours and we do not have night service nor do we have a AA set up.

From what I can see all the forward no answers are still correct and the main receptionist still has access to the general mail box but I am unsure what to check to see why this moved user is getting the after hours voicemails.

We run a very simple set up with a main receptionist receiving all but DID calls and a few users with ring only on a few lines to act as back up. The fact that everything was working as expected before the move makes me wonder about things but I am still a little shaky on the phone system so it might just be some green showing through. Any help on what to check is greatly appreciated.

 

[curlycord]

You did not provide details as to what was done to move the user.

The normal way if Set Relocation is on is for the user to mover their phone to the new office.

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[gschulte]

Yes we had set relocation set to yes and that was done the day before so there was plenty of time for saving the information. I also forgot to mention that we only noticed it at night. we tested and any external incoming calls not answered get sent to her voicemail box, the issue does persist into normal working hours.

I took a second and checked both the reception (ext 700) and the users phone (ext 739) and both are forward on busy to EXT 730 the voicemail system. I think that might be the issue but I am not certain if the reception should be forwarded to the GMB ext 100. I could not find anything concrete on that.

 

[gschulte]

Well I cleared the forward no answer from the reception extension and the same result, any incoming call that is not answered goes to ext 739 giving her greeting and not the general voicemail box.

 

[curlycord]

Reception (or other sets told to Ring on inbound lines) should never be Forward Busy turned on.
Also note in case somebody has lines ring on their set they should also never use the Forward to Mail option (F894)

Only the KSU (Service Modes) decides what phone/device should answer at a given time (Auto) or invoked by a control set (Manual) where Voice Mail can only play a certain greeting depending on the time.

Night Service (Service Mode):
-A control set can invoke night by F871 or cancel it F#871 (or F871 again and select Normal instead of Night)
-Auto setting can turn it ON at said times.


-Double check the DN's on the phone (same exts as they were at old desk)
-Feature * 0 then press all buttons to see if a night/service button is programmed behind a key...


because it's at night I am guessing night mode accidentally turned on or somebody using F984 at 5pm






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[gschulte]

Hmm, maybe I am not being clear, or I added unnecessary information so upon further testing...

all incoming external calls go to a specific users voicemail instead of the general voicemail box. Everything seems correct in the programming

 

[curlycord]

Yes you said that already.
It helps when you verify the questions/tips presented to you rather then say it's all programmed OK, because if it was then it would work : )
Did you verify the items I mentioned above?

Maybe I should re-phrase:
-Verify which phones are set to Appear and Ring
-Verify that Forward Busy is set to NO on those phones
-Verify they do not have a Service Mode key on their phone
-Verify the ringing phones (users) are not using F984 before the leave for the night







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[gschulte]

-Verify which phones are set to Appear and Ring

only the receptionist phone has appear and ring other phone is ring only​

-Verify that Forward Busy is set to NO on those phones

set to none on both phones​

-Verify they do not have a Service Mode key on their phone

no night service mode on any keys​

-Verify the ringing phones (users) are not using F984 before the leave for the night
all users asked none do this. I also made sure no night service by the suggested f#871 same result

 

[curlycord]

Go into Service Modes and see if all Schedules are set to Manual.
If you do see one that is set to Auto then have a peek at the settings.

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[gschulte]

I think i looked in the right place

services > ringing services

I have 6 schedules
night set to off
evening set to off
lunch set to off
4 set to off
5 set to off
6 set to off

 

[curlycord]

Are they the only 2 phones with these lines ringing?

Check the Target line and see what Prime Set is set too.



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