Auto attendant won't answer, calls go to voicemail box

[wb8wbn]

I have an ICS system, the flash voice mail is working OK. I set up the AA table, complete with time of day menu. I set the AA to answer after 3 rings. I set the sets Fwd no answer to 6 rings.

After 6 rings the calls are transfered to set #114's voice mail not the AA.

What have I missed ?

 

[rhowlett]

Check feature 982 and make sure it is set to answer lines yes. Might be the cause, but jsut a guess.

 

[wb8wbn]

I tried to check Feature 982 and it wants a password... I tried the Feature 983 password and it didn't work...
Is there a default password for this feature ?

 

[rhowlett]

operator is the default password.

 

[Bcpaul]

if you set up a tree make sure u enabled it

Bcpaul NYC

 

[senk1s]

you probably have the wrong lines set to answer by AA

assuming loopstart lines ...and pre 6.0 release

1,2,3,4
25,26,27,28
49,50,51,52 ...

 

[jjimm]

There is a limitation in CP when using CFNA. I am assuming you call forwarded no answer to voicemail?
If so, and there are two or more ringing appearances of the same line, it goes to the lowest port's voicemail box instead of AA.
One solution is to change all the line's appearances on the sets to appearance only, and only reception rings. Another solution is to use DRT to forward to VM

 

[wb8wbn]

Thanks jimm, that sounds like the problem. I have never set up DRT, how do you do it ?

 

[jjimm]

System programming- Feature settings; DRT to Prime =Y
DRT delay=4 XFer Callback=4

Your prime set for each line should be the VM DN.

Delete all CFD on sets to VM. also check- The lines under the VM DNs are set to ring.

 

[jjimm]

I'm not sure how many rings you wanted. The DRT info was for VM answering after 4 rings. The Call Pilot is also set to 4 rings.

Change the 4 to whatever you want it to be-3 or 6, or? 4 is pretty standard.

 

[daveinfla]

I'm having a similar issue on a CICS 6.1 with a StarTalk Flash system. AA is on, Attendant is available, Tables, Lines, and Greetings are set.

If I set Flash to answer all lines after 5 rings (customer requested) they all go straight to the attendants VM box. I have the GDMB turned off but made the attendants extension the Operator in Flash.

If I switch it to 4 rings the first call goes to AA and the second still goes to the 0perators VM!

I did have the prime set for all lines set to 200 (the operator) but changed it to the FLASH DN of 214, still didn't help.

I had DRT turned off but changed it to on with 4, then 6 rings, no joy.

I'm a bit confused about DRT, why does DRT even come into play if Flash is set to answer all lines after say 4-5 rings? In addition what does "Delete all CFD on sets to VM" mean? Specifically CFD? and why?

How should the FLASH extention be configured? I thought I read there should be NO line appearances, does that mean "Ring Only" or "Unassigned"? What other settings need to be modified?

Thanks,

Dave

 

[bkrike]

You have to set the CFNA of the attendant, or any other phones that have ringing line appearances, to greater than 5 (the number of rings you programmed for flash to pick up)

Also remove forward on busy and DND on busy from the attendant.

 

[daveinfla]

bkrike,

It's setup Square so all phones have a ringing line appearance of all 4 lines. I set CFNA on all phones to 6, I even went so far as to removed forward on busy all phones.

No the second call in answers immediatly and states "The person your are calling is not available" then plays the auto attendant prompt?

What about the other settings I mentioned above?

Thanks,

Dave

 

[NTL555]

Check operator status to make sure your lines are set to YES to answer just like rhowletts said. I know you responded to that response with whats the password earlier, but did that ever work for you.

Also, what I would do is TOTALLY remove all CFNA, CFB (call forward on busy, answer DNs, transfer callback, and DRT to prime OFF or turn the ringers as high as they can for all sets. Then I would lower the rings to the AA to ensure you arent getting the same problem with 0 rings then with 6 rings. Once the AA test has worked fine with all your program removal, add the programming back into the system and recheck. SOmetimes you gotta take out the programming and add it back in for it to work well.

Also make sure your AA rings do not match your CFNA rings, this will cause a conflict, AA rings are to be set lower then CFNA rings.

Nam Ly

 

[bkrike]

Yes if you are having problems, and are unfamilair with Norstar then do what what Namly said..

It sounds like one of your extensions is set to CFNA at 4 or less rings, and you are missing it. Check all- even the ones where no phone is plugged in (though this should not make a difference unless you have answer DN’s)

As for your other questions:
-Set DRT to prime to a high number or off and don’t worry about it.
-(How should the FLASH extention be configured?) you should not have to do anything to it, but if you have, remove any line appearances and give it 2 intercoms

-Also make sure all your forward settings are going to the one and only DN that comes up when you press feat 985. Do not tell the system what the second voice mail port is in any programming.

 

[daveinfla]

Rule #1 never, never, never, did I mention never! Do a copy all!!!

Thanks for all the help guys, I'm up and running.

It dawned on me that I did a copy all when setting up the stations so even after I had disabled Call Forward No Answer and Busy on the active extensions it was still active on all the inactive ones.

I did a copy all from a known good extensions Line Assignment and Capibilities secions to clear out the junk and then added each extension back by hand and tested after each add. Worked like a charm!

Finally set each to Call Forward on No Answer after 6 rings, AA answers on 5, so that internal/transferred from AA calls would be handled. However, I'll have the internal users utilize the Leave Msg or Transfer to VM feature codes to by-pass the 6 rings.

Thanks again,

Dave