Calls going directly to voicemail

[CommoGuy101]

Morning all,
I have an extension setup to dial by name.
I am having an issue with 1 extension.
When dialing by name the call goes directly to the users voicemail.
If I dial by name another user the call rings the extension and then follows the coverage path which goes to voicemail after 4 rings.

If I dial by extension then it works properly for everyone.
The call will ring any station the allocated 4 times and then go to voicemail.

I am only having an issue dialing 1 specific name.(calls go directly to the users voicemail)
Don't see any difference in the setting that would make this happen to that 1 person.
Any help would be much appreciated.


CommoGuy101

 

[texeric]

Is this MM? If so then they probably have call screening turned on (and disallowing transfers from MM) or their primary extension number is a number that cannot be called from MM. Check the operation history as you attempt to transfer to the found DBN user and see what it attempts to transfer to.

http://www.theviagroup.com

 

[CommoGuy101]

Yes this is a MM.
Call screening is not on.
What would prevent the extension number from being called by the MM?

 

[CommoGuy101]

Ended up being that the user had their personal greeting in the spot of the please hold prompt.
So eventually the call did transfer to the extension.
If I only would of listened to the greeting all the way through I would have realized it did transfer.

 

[texeric]

Oh yeah I've hit that one before too! Funny thing, but it makes you pull your hair out trying to troubleshoot it.

http://www.theviagroup.com