calls forwarded, then lost (IPS2000)

[bsols]

I've got an issue where calls aren't being forwarded onto VM as it appears they should be. If a call comes into x312 and is unanswered (E600/1/2/3) it's diverted to x313. If it goes unanswered on x313 it SHOULD go to VM (E600/1/2/3 all set to VM for x313). Instead it continues t o ring until caller hangs up. I've checked call back and access codes under CM200/A000-A020 and all are unset (none). Any thoughts as to what's going on?

 

[pave35]

1. Does the station not forward on internal and trunk calls?
2. Does the station forward to another station other than the VM?
3. Is the VM in the same PBX as the station (tandem issue)?

 

[bsols]

1. Yes - it doesn't forward to VM in either situation. The only to get a call into VM is to dial either extension directly from either an inside call or a call transfered from an internal station. Calls Originating from outside via DID are the ones where this behavior is exhibited.
2. Yes, it rings back to 312, which there are no references to in MOC E600/1/2/3
3. Yes they aer part fo the same system/location

That said, we've also found that the final extension (x313) is part of a ring group outside of it's department that we didn't know about (until about 15 minutes ago).

 

[OzzieGeorge]

Sounds like a call back has been set on 313. You will need to find out what the cancel code is and try dialing it into 313. cCheck Cmd 200 and find the code allocated to A005. You can probably prove this by deleting one of the forwards on 313 and then trying to re-programme it, It shouldn't let you put it back in until the call back is cancelled.

 

[pave35]

Ok so on the 3rd you said it forwards to 313 and just continues to ring but now you say it rings back to 312.
I'm confused.
So the problem is the forwarding on station 313 is not being followed by a direct in trunk call but will forward on internal or a transferred trunk call! This sounds like Split Call Forwarding.
Check CM 6523, 6524, and 6525. These should all be set to a 1 for normal forwarding.
Can you forward 313 to another station close by other than the VM and test?
Also If you are trying to multiple call forward the no answer timer for the 2nd forward is controlled by 410>46 which by default is over 30 seconds if you have not changed it. Try dropping this down.
Also does a DID call directly to 313 forward to VM?

 

[bsols]

Sorry I hadn't responded to this quicker. With regard to your first statement, it depended upon weather the person at 312 was on the phone. If they were on the phone, this behavior (rings forever) would exhibit. That said, I changed my approach and fixed the problem. I reset both extensions (delete/add). I then reprogrammed so that calls will now go to the correct exension or VM. This, however caused them to want to change their approach, and create yet another problem which I'll post anew shortly. Thank you for the help!

 

[pave35]

Ok thats easy the station 313 was forwarded back to 312 which was why it stayed on 313 when 312 was busy.