Calls not going to v/m when busy 1

[option11newby]

Had a strange scenario today, customer has DID (we are in the UK), and when they are on a call, second call fails to connect to voicemail.
I ran the monitor application remotely to see what was happening. The 2nd call comes in, and goes to v/m pilot number then immediately disconnects. If the phone is free, the call transfers to v/m after 4 rings.
Users can access their v/m, unified messaging works ok. It is just the forward on busy issue.
In the active set dn's, user preferences are set to v/m if busy, and v/m on no answer after 4 rings.
Tries a reboot of the system, no solution. Customer was doing a controlled shutdown this evening. Hopefully this may be ok in the morning.
All respective services were running. System has all latest patches.

Any ideas on this one?

 

[AlquestTech]

Personally - I disable the Call forward busy on the set and use the following to send incoming calls for an extension to voice mail.

On the settings for the target line, I set transfer to prime set if busy and make prime set the voice mail DN.

This will send calls to that voice mail box only after the available number of appearances of the call have been exhausted, this assumes you are using ring only for the target line appearance on the phone.

It just seems to work better this way.

 

[option11newby]

Thanks for the reply. Found out that although the users can access their v/m from their handsets, no calls will route through to v/m.
All calls to v/m pilot number disconnect as soon as v/m answers.
Re-initialised Callpilot, set up mailboxes, and the same thing occurs. Cannot seem to get any calls to voicemail. This is on a BCM400 3.6 fully patched. The system has been up and running for 12 months with no problems at all. This is an issue which has just occurred.

Checked everything, cannot seem to identify where this problem lies...

Any other pointers?

 

[AlquestTech]

Do you have voicemail disabled?

 

[3Sixty]

Option11

Is this on internal calls and external calls?

Can they logon to there voicemails?

Can you confirm your call pilot license mail boxes?

Marshall

http://www.fenixsolutions.co.uk

 

[AlquestTech]

if you clear the enable voice Mail check box, external callers cannot leave messages in mailboxes, BUT, the callers should be returned to the Auto Attendant, unless you have return to Auto Attendant disabled as well.

 

[option11newby]

Hi Marshall.

Voicemail licenses are there. This issue is with internal and external calls to mailboxes.
User can access their mailboxes with the F981 facility.
Nothing disabled.
The problem materialised when the customer had an issue with main number not receiving calls, although DDI calls routed OK. Found the line issue to be a billing issue with their provider. I know this would not have an effect on v/m issue, but seemed coincidental.
Due to pop into the site on Monday.

 

[3Sixty]

Just to clear up everything in my own mind.

You can call forward calls to the Voice mail on busy and no answer.

The system only call forwards on the no answer forward.

Does the call forward on all calls work?

Do you have a parameter on the target line if busy to prime.The only thing I would say is this would only apply to external calls.

Have you the DND on busy enabled?

Marshall

http://www.fenixsolutions.co.uk

 

[option11newby]

Hi Marshall.

Calls will route to v/m on no answer and if busy. When call is connected to v/m pilot number, call disconnects immedately.
Used the Monitor tool to watch this happen, v/m pilot number is 450. I/c call to DDI that is nusy, on monitor goes to 450, then 450 automatically disconnects call.

 

[3Sixty]

Can you dial the VM number by dialing 450?

Just a stab in the dark but is 450 the right VM DN. Did you confirm it with a feature 985 and then call forward to that.

Another test would be to try dialing feature 984 and see if the call goes to voice mail that way.

Marshall

http://www.fenixsolutions.co.uk

 

[option11newby]

Hi Marshall,
The v/m dn is 450, if we do F984, any call to the extn goes to voicemail, but v/m disconnects immediately.
Just seems strange that this has been fully working for the past 12 months with no issues.

Call pilot has been re-initialised and set up again. Only set up one extn to v/m to test. Busied out extn, and second call on monitor goes to 450 then disconnects immediately.

Regards

 

[option11newby]

Another update, when the customer dials 450, it does not get the callpilot. Just goes nowhere.
Changed the Callpilot DN remotely and tested with the new number, still the same. Have now reverted it back to 450.
I will be going to site on Wednesday evening to look further into this.
The BCM is on the customer's data network, could it be possible that it has a virus??????

Regards

 

[biv343]

Had this happen a few months ago - ended up being a corrupted keycode issue. I removed the keycodes, rebooted, reapplied the keycodes, reinitialized CallPilot and the world was a happy place once again.

The system I was working on had a failing base function tray and the customer got in the habit of yanking the power cord whenever system locked up - I attributed the keycode corruption to that.

 

[option11newby]

Thanks Biv343,

You were right on the mark with that. It turned out to be a corrupted keycode.

Star given, thanks