CallPilot Certain Extensions Go To General Mailbox

[Cody Blankenbecler]

Hello!

I have a customer that has some Nortel ATAs over a T1 to a different location. These extensions are in the 500 range. All the 200 numbered extensions work with them going to the actual extensions. The 500 numbered extensions go to the general mailbox however. Is there any way to get these to go to those extensions?

Thanks!

 

[curlycord]

Sorry, but for me you need to be way more specific with details of the actual issue.

What do you mean by "them", "go to", "these" and "those"?

"All the 200 numbered extensions work with [highlight #FCE94F]them[/highlight] going to the actual extensions"
So what do you mean by them? who or what is them?

"The 500 numbered extensions [highlight #FCE94F]go to[/highlight] the general mailbox"
So what do you mean "go to"?, what goes?

Is there any way to get [highlight #FCE94F]these[/highlight] to go to [highlight #FCE94F]those[/highlight] extensions?
What are these? and those?

Perhaps you could reword everything and include what the actual problem is with who and what.


Maybe I am out to lunch, sorry.

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[Cody Blankenbecler]

Sorry I should have clarified. Any voicemail goes to the general mailbox on those extensions with the ATAs instead of going to the actual extensions. Thanks again!

 

[curlycord]

Thanks

Callers go to the general mailbox instead of ringing the phones
What should happen:
Callers must first ring the ATA DN x amount of rings, then end up in that users mailbox?
Is that all correct?

So next question is, do the callers go into general mailbox right away? or after an X amount of rings?

To be sure on programming:

-A mailbox must be assigned to the DN
-The mailbox must be initialized by the user before it can take messages:
Feature 981
Password 0000, enter new password and verify
Record as "Joe Blow Ext XXX" and OK twice.
Now it will take messages and the user can then change the primary greeting if they wish.
[highlight #FCAF3E]If the mailbox is not initialized then calls will forward to the general mailbox[/highlight].

In Sets/Forward No Answer enter the DN of the voicemail system (Feature 985 to see what that DN is)

Second question:
Is the issue with internal or external callers (via AA)? or both?

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[Cody Blankenbecler]

Thanks for the response. The Mailbox has been initialized but the voicemail still goes to the general mailbox. Could it be where these are 500 number extensions are offsite? I've also attached a screengrab.

Thanks again!

 

[curlycord]

You have not answered my 2 questions!

"So next question is, do the callers go into general mailbox right away? or after an X amount of rings?"

Second question:
Is the issue with internal or external callers (via AA)? or both?

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[Cody Blankenbecler]

Ok so I tried calling one of the problem extensions from inside the system and rings fine and the gentleman answered. I told him next to let it go to voicemail, after about 9 rings it did. When I logged into the mailbox the message was in general mailbox again.

 

[curlycord]

Second question:
Is the issue with internal or external callers (via AA)? or both?

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[Cody Blankenbecler]

The issue occurs with both internal and external callers.

 

[curlycord]

Look and report back these settings...

-Under Terminals & Sets/any in use Digital DN at main site/Capabilities/Forward No Answer, what does the Forward to: show as?
-Under Terminals & Sets/any in use ATA's DN/Capabilities/Forward No Answer, what does the Forward to: show as?
-Under Terminals & Sets/any in use ATA's DN/Capabilities/Forward No Answer, what does the Forward Delay: show as?
-Under Lines/Trunk Line Data (just the first main line is ok), what does the Prime Set show as?
-Under System Programming/Feature Settings, what does the DRT to Prime: show as?
-Under System Programming/Feature Settings, what does the DRT delay: show as?
-Press Feature 985, what DN does it show as?

Copy the above and paste it in your reply, with the answers.

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[Cody Blankenbecler]

Now there is another issue going on. When I press feature 981 the set goes straight to exit. Any ideas? Thanks again for all the help.

 

[curlycord]

You should be able to answer my questions.

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[Cody Blankenbecler]

It was in the programming of the CallPilot. It was forwarding all the voicemail boxes to the general mailbox. I had to factory restore and re-add the extensions.

 

[curlycord]

Good, thanks for updating.

Sometimes doing a restore will fix a glitch too.

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