Avaya Partner ASA / DXD goes to Voicemail 1

[JM3_2000]

Hello. I have an Avaya Partner R.7.0, 509 Processor phone system with an ASA / DXD card installed. I have 2 phone lines.

Recently it was discovered that most calls are routed to a voicemail system, but if one line is in use, the 2nd call is answered by ASA with a hold message. I have not been able to figure out why this is happening. I've programmed both line 1 and line 2 to have ASA answered on ring 4 with a hold message.

Any thoughts please?

thanks.

 

[Telecomboy]

Voicemail through your service provider (ATT/Comcast/Etc) set to 4 rings would explain it. That would be why it doesn't happen to line 2 as the voicemail would be tied to line 1.

 

[JM3_2000]

Thank you so much for taking the time to answer.

Would setting my ASA to answer after 3 rings resolve this problem?

thanks

 

[Telecomboy]

If your provider voicemail is set to 4 rings then yes it would. If they are set to 3 rings then it would still be a problem. I would give it a try though as most providers pickup after 4 rings. If you change it to 3 rings and it fixes the issue you should call your provider and either have them take voicemail off (if you don't want it) or have them extend it to 5-6 rings to prevent this from happening.

 

[JM3_2000]

Telecomboy, Thank you so much for this. After changing my ASA to pick up after 3 rings, I no longer get a voicemail response. I'll call up my phone carrier and have them take me off of voicemail. thank you again for taking the time to respond and providing the right answer.

 

[Telecomboy]

No problem. Glad to help.