Calls won't go to Voice Mail with DND turned on

[retiredtelco]

Partner ACS R6.0, Partner Voice Mail VS R4.1. A company with a sales group, Auto Attendant answers calls, the AA directs people to dial 7 (for sales). Selector code transfer sends the caller to Ext. 12, which is a common telephone for the sales group alerting them that a caller is trying to reach sales. The sales team does a call pickup (programed button) to bring the caller to their extension. Here's the problem, at night the sales group would like to activate DND at Ext 12 to send after hours callers directly to Ext 12's Voice mail box. Instead, with DND activated the caller is sent to the receptionist. Same thing is happening to the four person, four extension sales group, DND activated, caller is transferred to receptionist. What am I doing wrong?

 

[jinxs]

It seems to me that there is no VMB assigned for X12. If you have X12 assigned to Automatic VMS Cover #310, and the call covers to the Partner VS. When the call hits the VS and has no matching VMB or AA, it will send the call to the CAS (Call answer service operator). Make sure there is a VMB for X12. You would know this by calling 12 with DND on and hearing the VM say," Your call is being transfered to the receptionist).

 

[Westi]

there was an issue with using DND and the voicemail needing an upgrade when you use ACS R5 or higher and a VS, I think there was an upgrade for the VS R5 but not for older releases so basically you are out of luck, you could only instead of using DND set the VMS cover rings to 1 and activate the VMS cover manually when gone at night

Joe W.

FHandw., ACS

I don't suffer from insanity
I enjoy every moment of it

 

[Telecomboy]

Westi is correct, there is a patch to fix the issue, but only when using VS R5. With VS R4.1, you are out of luck with DND.