Converting a standard phone to an ACD phone - Voicemail issues

[jasonmerchants]

Hopefully this helps someone else save some time --

I was asked to convert a number of our employees to an ACD queue today. I built the new phones, set up the queue and had everything working. Removed old phones/TNs and everyone was happy. Two hours later, I'm being told that two of the employees' phones will not transfer to voicemail... they just ring forever. The remainder of the new phones were working perfectly.

After some research, the two phones that were affected had MARPed primary lines... after removing all instances of the DN from all but the ACD set, the extension would properly transfer to CallPilot. I added those DNs back to the other phones (different floors/etc) and things continued to work as expected.

Moral of the story (at least for me!): When creating an ACD set, remove all instances of the personal DN from any other phone except the ACD set, then add it back once tested.

Hopefully I didn't convolute the whole thing!

 

[GHTROUT]

Good work. You would also have discovered that the VM light did not work if the DN appeared on other TNs. The XMWK Key is the most well known fix for getting the light to work.

Find more at GHTROUT.com