Call Forwarding not working for external calls

[natedog98]

I have a direct line set up for a user and i have a button set up for call forwarding all which is supposed to forward all calls to a short code i created (*88) to leave a voicemail. When button is pushed and call forwarding is activated, internal calls from other extensions dialing the users extension (236) forwards to the voicemail like it's supposed to, but when and external call comes in on the direct line number it does not forward the call to the mailbox. It keeps ringing as if forwarding is off.

how do i get the external calls to forward to mailbox as well

 

[PRNDL2]

On the users forwarding tab there is a check box for forwarding to voicemail....did you try using that instead of the short code? Also is this line ringing through a hunt gp to the forwarded phone? If so there is also a check box for hunt gp calls.

Jerry

 

[natedog98]

the mailbox i'm trying to forward the calls to is a different mailbox than the users mailbox... it's a general mailbox for the office.

and the line is ringing just to the user, no hunt group, in my ICR the destination is the users extension

 

[Hovus]

Please post the entire short code that you're using.

 

[natedog98]

I don't think that the short code is the problem because the actual short code works. When i dial the short code it goes to the correct voicemail box. Also when the call forwarding is on, and internal calls get forwarded correctly to the voicemail using the short code. It's only when an external call is placed to the direct line number it does not forward the call

 

[tlpeter]

Make a monitor trace and show it here.


BAZINGA!

I'm not insane, my mother had me tested!

 

[Telecomboy]

Are the external calls pointed to x236? I bet that is the issue. Look at the destination for your inbound calls. I bet it is either going to a hunt group or pointed somewhere else. That is why it isn't working. Forwarding only works if the call is going to the extension itself (or to a hunt group and the user has forward hunt group calls enabled).

 

[natedog98]

the destination on the incoming call route is x236. i am headed back to the customer this afternoon and will make a Monitor trace and post it.

 

[Telecomboy]

IS the general mailbox a phantom user? If so, why not just forward to the user created for the general voicemail versus through a short code?

 

[azrael2000]

This is exactly the problem and symptoms I have.

In my case, I have 3 hunt groups that incoming calls are routed to. The customer has 3 businesses.

As in the case above, any internal calls get forwarded to where they are to go; but external calls that are transferred ring to no end.

So if anyone has a solution to this, because I have tried everything I can think of or find on the net, it would be appreciated.

Regards

 

[azrael2000]

Found a solution... maybe not the right one.. but one that works...

I found out how to fix it. (Never let it be said that applying a brick wall to your forehead doesn't assist in problem solving!)

The existing users had line appearances for all of their telephones on all of the phones. As soon as I removed the line appearances, everything works.

The calls come in on the appearance keys, I pick up the call and it transfers to the user, who if they don't pick up after 4 rings, the group mailbox I have set up picks up and illuminates the indicators just fine.

Now my question is : WHY???