BCM400 No VoiceMail on DID for one extension 1

[mikehd2010]

I have an issue with just one extension out of about 45 on a BCM400. The Unified Manager says we are running Release 3.7 Build 2.4f.

We have recently replaced an employee and after updating the greeting on their mailbox, their voicemail does not pick up when the extension is dialled directly from outside... The AA answers and says "the person you're calling is not available" and kicks the caller out to the menu. If you then go back to the extension using the menu prompts, the VM answers like it should if the phone isn't picked up.
If the main number is called and prompts are followed that lead to that extension, VM will answer properly if no one picks up, same with dialing the extension during the greeting. Dialing the extension directly from inside the building results in the VM answering properly also... You only get the AA message when calling the direct line from outside the building.

While we believe this happened after changing the voicemail greeting, it is possible that it has been going on longer and the previous employee didn't notice or didn't report anything.

I have deleted that mailbox and recreated it and get the same results. I don't know where else to start looking to get this problem fixed... any help someone could provide here would be greatly appreciated.

 

[Dasheen]

check the target line programming. Is it programmed to go to prime if busy? Is prime programmed w/ the correct ext? Is fwd busy programmed for that extension?

 

[unclegeoff]

Hi Mikehd2010
Its possible that the extensions Direct dial is asigned to another extension as well as this one which does not have voicemail but has call forward to voicemail set.

 

[mikehd2010]

unclegeoff -- thanks for the nudge in the right direction. After some investigation, there is a cordless handset on an ATA adapter that is part of a hunt group with the extension in question. It does not have a mailbox set up... it's forward no answer delay was set lower than the other phone in the group and it was set to forward to voicemail.

Thanks to all of you, I believe that we've solved this problem!