CFNA and CFB are set to none but after 4 rings callers are still being taken to the VM

[Vitaliy191]

Hello everyone
I have a weird situation with one of our extensions. The CFNA and CFB are set to none but after 4 rings callers are still being taken to the VM. Any idea how to fix that?
Thanks

 

[Vitaliy191]

By the way, that extension does not belong to any hunt group

 

[Multimedium]

It could be many things:
[ul]
[li]An Answer button for the extension[/li]
[li]The Delayed Ring Transfer feature[/li]
[li]The Transfer Callback feature[/li]
[li]An alternate extension for the mailbox[/li]
[/ul]

You didn't told much about you setup. What about the calls that are ringing the extension (for example, are they unanswered external incoming calls or calls transferred from the Automated Attendant)? What happens if you internally call the extension from another extension? And what about the voice mailbox that the calls end up in (for example, is it the General Delivery mailbox or the actual mailbox assigned to the extension)? It would help rule out some of the above suggestions.

 

[Vitaliy191]

DRT to Prime Y
DRT delay 10
VM Alt ext - none
Extention config: Allow redirect Y Redirect ring Y

That happens if calls dialed directly to the extension and AA transfer
The call ends up in the actual assigned to the ext VM (not general delivery VM)

hopefully this will help

 

[Vitaliy191]

Transfer callback is set to 12

 

[Multimedium]

Delayed Ring Transfer applies only to unanswered external incoming calls (and you are having issues with internal calls and transferred calls), so we can rule it out.
Transfer Callback is set to 12 rings (and you reach the voicemail after only 4 rings), so we can rule it out, too.
There is no alternate extension for the mailbox, so we can rule that out as well.

For now, it leaves Answer buttons. You will have to check all the extensions on your system and make sure there is no ringing Answer button for the problematic extension. On most recent software releases, it is under Terminals & Sets > [Extensions] > Line Access > Answer DNs > [Problematic Extension].

 

[curlycord]

Are we talking one phone has this forward to vmail issue or several?
Is it a mailbox it goes to?
What do you see on the display? exactly?


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[Vitaliy191]

Multimedium, thanks for the info. I checked and this extension had been added to a lot of our extensions Answer DN. How does that affect that extension itself?
curlycord, I am aware of only one extension that acts like this; it goes to the mail box that extension is actually configured to; the display shows VM and them name of the voice mail

 

[norstarboy125]

If the display says what your saying then the phone is forwarded to vmail, undo it...

Charm City Communications

http://www.charmcitycommunications.com

 

[Vitaliy191]

Norstarboy125,

I tried changing Forward no answer to No, tried setting forward after 10 rings. For some reason all that does not work. It goes into the VM after 3 or 4 rings

 

[norstarboy125]

Cancel forward...press feature #4 from the phone that reads the vmail on the display.

Charm City Communications

http://www.charmcitycommunications.com

 

[curlycord]

Reboot phone system.

Also if still an issue after that post the model of Norstar and the SP version (software version), you need to include this info with every issue of the bat.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[Multimedium]

I checked and this extension had been added to a lot of our extensions Answer DN. How does that affect that extension itself?

When an extension has an Answer button, it can monitor and answer calls ringing at another extension. A call ringing at the other extension (the Answer DN) appears on the Answer button. Answer buttons can be programmed to appear only (calls will only flash the indicator) or they can be programmed to appear and ring (calls will flash the indicator and make the extension ring).

An extension that has an Answer button can be programmed with CFNA. If it is the case, the calls on the Answer button will follow the CFNA routing. The originating extension that is ringing (the Answer DN) is passed along with the forwarded call.

What happens is that the voicemail receives a call using CFNA. Along with the call, there is the information that it is ringing on the Answer DN. The Answer DN has a mailbox, so the voicemail plays that mailbox greeting.

Does that answers your question?

 

[curlycord]

I thought he removed Answer keys.
In this case they get the original mailbox and not the set with the answer key "The call ends up in the actual assigned to the ext VM "
perhaps some set still has Answer key but that set is CFBN CFB to vmail but no mailbox behind it so it jumps back to original?.


=----(((((((((()----=
curlycord

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca

 

[allworxguy]

When set A rings on set B with an ANS DN and forwards to voice mail, the mailbox used is the one that did the forwarding. Unlike call forwarding, which reverts back to the mailbox of the originating DN.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM & Allworx
Serving Ottawa and Eastern Ontario since 1990