CallPilot phone tree returns to tree instead of Voice mail

[hurricaneguy]

We have a number of phone tree's on out CallPilot.

Most are set up fairly simply. The caller gets a message press 1 for 'Bob', Press 2 for 'Sue', Press 3 for 'Tim', Etc Etc.

When the caller presses 1 for 'Bob' it transfers to his desk but if he is not there it returns to the phone tree instead of the Voice mail.

If you dial his extension directly it go to voice mail but if you select his line in the phone tree it does not go to Voicemail but returns to the tree. The tree is set up that if you press 1 for 'Bob' it transfers to specific extension with a "Call Tranfer" box to the ext.

The calls that are transfering are going to IP 2004 phone. The only thing that works on the tree to voice mail is the general mail box by dialing 0 on the tree. This ext is set upo as a phontom 500 phone that transfers directly to Voice mail.

 

[hurricaneguy]

Here are the print outs of ehre the extensions go. The first is for selection 1 on the phone tree. This sends it back to the tree instead of the Voice mail. The second is for the general mail box that does work by dialing 0.

DES IP2004
TN 071 0 00 02 VIRTUAL
TYPE I2004
CDEN 8D
CUST 0
ZONE 001
FDN 5700
TGAR 1
LDN NO
NCOS 2
SGRP 0
RNPG 1
SCI 0
SSU
LNRS 16
XLST
CLS CTD FBD WTA LPR PUA MTD FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD SLKD CCSD SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTD CLBD AUTU
GPUD DPUD DNDA CFXD ARHA FITA CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUD CDMR ICRD KEM2
CPND_LANG ENG
RCO 0
HUNT 5700
LHK 1
PLEV 02
CSDN
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 SCR 7784 0 MARP
CPND
NAME Bob
XPLN 8
DISPLAY_FMT FIRST,LAST
01 SCR 6784 0 MARP
CPND
NAME Bob
XPLN 8
DISPLAY_FMT FIRST,LAST
02
03
04
05
06
07
08
09
10
11
12
13
14
15
16 MWK 5700
17 TRN
18 AO6
19 CFW 16
20 RGA
21 PRK
22 RNP
23
24 PRS
25 CHG
26 CPN
27
28
29
30
31

DES 1
TN 061 0 00 15 PHANTOM
TYPE 500
CDEN 4D
CUST 0
WRLS NO
DN 2783 0 MARP
CPND
NAME ACME general MB
XPLN 18
DISPLAY_FMT FIRST,LAST

AST NO
IAPG 0
HUNT
TGAR 1
LDN NO
NCOS 0
SGRP 0
RNPG 0
XLST
SCI 0
CLS CTD DTN FBD XFD WTA THFD FND HTD ONS
LPR XRD AGRD CWD SWD MWD RMMD SMWD LPD XHD SLKD CCSD LND TVD
CFTD SFD MRD C6D CNID CLBD AUTU
ICDD CDMD LLCN EHTD MCTD
GPUD DPUD CFXD ARHD OVDD AGTD CLTD LDTD ASCD
MBXD CPFA CPTA DDGA NAMA MIND
MCRD
EXR0 SHL ABDD CFHD DNDY DNO3
CWND USMD USRD BNRD OCBD RTDD RBDD RBHD FAXD CNUD CNAD PGND FTTC
CDMR
PLEV 02
CSDN
AACS NO
MLWU_LANG 0
FTR DCFW 4 5700

Tree is set up so if you press 1 it transfers to 7784. If 'Bob' is at his desk it does ring and he can anwer. But if it is not there ot does not go to voicemail but returns to the tree. 0 goes directly to 2783 and hits VM.

The tree is set up in an IDC table. During the day the call goes to the floor recptionist. at night it hits the tree and that is when we are having the problem.

 

[lretrievers]

Check your vendor for patches on the PBX. It sounds like the call is carrying the "original number dialed" and is most likely the reason for it going back to the menu service rather than to his voicemail box. I had one doing this a while back and there was a patch that needed to be put on the PBX.