auto attendant not working

[supportdis]

Hi we have a Nec PBX with an AD64.
When people call our office (PRI) they get a message giving them some choices 1.administration 2. fleet...
the problem is when they enter the extension to reach a person directly. ex: 6001...or 6002.
The auto attendant doesnt do anything, it is like you didnt enter any numbers. For some customer, they hang up and try again and it is ok, for some others they are never able to reach us dialing an extension.
Where should i start ?

 

[MercuryComm]

When you say the auto attd doesn't do anything, do they get a message like "I'm sorry I did not hear your selection"? If that's the case, you need to build a mailbox for the extension/extensions they are trying to reach. If no mailbox exists the voice mail does not know what to do with the call. I don't like the way NEC/Active Voice requires this but that's the way it is. One other thing I have seen lately is if callers are using a cell phone the cell service company is not passing digits once the call is terminated. I have only seen this on (so far) sites we have using PRI's. It only appears to be one cell company called Pocket Communications here in our area. I have also had cell users get to a persons greeting and all that is recorded as the message is silence, in other words the person says they recorded a message but when the customer plays it there is no audio. Wierd, can't pin that one down, but it still seems like only PRI circuits are involved.