Call Forwarding - Unanswered calls forwarded to outside are being picked up by Panasonic Voice Mail

[TomMonger]

A few months ago, we upgraded our TDE600 to an NS1000 (which interconnects with an NSX2000).

The strangest thing is happening to my users who forward their calls to outside numbers (cell phones, mainly).
If the caller calls the Panasonic number, the call will go to the cell phone if the line is busy or user doesn't answer in x-amount of rings. Fine.
However if the user doesn't answer their cell phone, the Panasonic voice mail answers! How is that even possible??? How can the Panasonice voice mail pick up a cell phone call????

Thanks,
-Tom in Scranton, PA USA

 

[obtsystems]

is the call coming directly in or through the voicemail system?

 

[TomMonger]

Calls are coming from an outside directly to the DID, which is the desk phone. The phone will ring, and then the forwarding kicks in and will forward the caller to the cell phone number (which is correct)... but then if the cell phone isn't answered, it goes to the Panasonic voice mail. It's as if the Panasonic knows that the forwarded call wasn't answered and decided to send it to voice mail, which should be impossible since the call should be leaving the Panasonic system once it's forwarded. No?

-T.

 

[bigglesnz111]

Check that the transfer sequence is set to FXD not FX

 

[obtsystems]

The FX and FXD are only if coming through the AA.

Does the extension have intercept to voicemail set on the system for the extension. It will pull it back if that timer is reached

 

[TomMonger]

Hi Bigglesnz222 ... I checked the UM system settings, and change the FX to FXD and it's still doing the same thing.
And OBTSystems ... that sounds like what's happening! How to I check the timer?

Thanks!
-Tom

 

[Ired]

Check the desk phone (that is DID-destination) settings. It looks like you have not only FWD-feature enabled, but Intercept-feature enabled too. And the voicemail is the destination of Intercept-feature.

 

[TomMonger]

Where do I look for that?
1900 (voice mail) is set for all intercepts (day/night/break/lunch/busy) on each extension.
And timers are all set to "0" (System time is applied). Where would I change this?

 

[Ired]

What exactly do you want to do?

To change an intercept timer or to avoid the interception of call to the voicemail?

Timer? - Set it not to a null, and it will works independently from system timer.
Avoid the interception? - Delete an intercept destination at all

 

[TomMonger]

I guess I'm looking to increase the time before the system brings the call back to voice mail during a forward ... so that a cell phone's voicemail picks up before the Panasonic voice mail does. All our users were pre-set with 1900 intercepts by the vendor. So I thought this took precedence when there WAS no forwarding.

 

[Ired]

Well, You can change Intercept timer - System (for everybody) or individual (for your Desk phone only).

 

[TomMonger]

Thank you!!! I knew about IRNA, but did not know about the Intercept No Answer setting within 4.1.1 (actually, I didn't pay attention to it)!

_T.