Delayed Voicemail & 2 exts on one phone

[Duuude]

I hope someone can help here. Our main switchboard is x250. When a voicemail is left at that ext (i.e. at night, etc.), the voicemail cannot be retrieved until the voicemail light shows up on the console - however, we are seeing a delay of several hours (up to 8) before the light appears on the console.

I did hear that the previous admin forced the switchboard to have 2 extension on it (x250 and x259) - is that possible? Is there a way to check if that phone has the 2 extensions and how can I remove one? I have WinSPM (just installed).

Thank you.

 

[Pepperz]

Is the message waiting light coming from the operator extension or from the general mailbox.

Pepperz@charter.net

 

[Duuude]

Here is what I know:

The operator is x0 and x250 (dialing both gets me to the same place). When dialing 0 and no one answers after 4 rings, there is no voice mail, but an auto attendant answers. When calling x250 and no one answers, the general mailbox answers. When you get to the auto attendant, you can leave a message at the general mailbox. The light only goes on for x250 (very delayed).

To confuse this even more, from what I was told, the operator was also supposed to have x259 on the console also, along with x0 and x250. Supposedly, right before the last admin left, he put x259 on the operator's console and that is when the voice mail started delaying. Finally, x259 rings to nowhere (no phone), messages can be retrieved immediately when left, but does not light up the console...... Confused? So am I!

 

[Pepperz]

The operator has an extension, 250, but dialing 0 will always get there as well. That's normal. The delay of the MWI update may be because of a busy system, or the lack of facilities in the busy system to light them up. You setup for operator voice mail and the "general mailbox" is also suspect, as is the 259 ext. Are there calling groups involved, and is the "general mailbox" the actual general mailbox, or just a transfer to the operator phone?

Pepperz@charter.net

 

[Duuude]

There are calling groups, but I don't know enough about the system to understand it all (I believe there is only one group). I know that when the new CFO came on board, I added his ext to the main calling group and was able to get his VM working.

All I know is that when x0 is dialed, and no one answers, the autoattendant answers, and you can leave a message in what is called the "general mailbox". I am not sure if that is the same as the system "general mailbox".

thanks

 

[TouchToneTommy]

Log into the system administrator's mailbox, press 9 for programming, and go to auto attendant programming. Find out what the "dial 0/timeout" option is, this will tell you what the "general mailbox" actually is. It may be the actual general mailbox of 9991, or it may be going to a specific extension's mailbox.

Ext. 259 may be a phantom adjunct extension, with a primary cover button on the console extension 250. That way, users can call 259 and reach the operator and the operator's voice mail, but callers that 0 out will be answered by the auto attendant.