Dial by Name to ext or just VM on BCM400 4.0

[Trilinkcomm]

We have a BCM400 with 4.0 software. Every time someone calls in and tries to use the Company Directory and Dial By Name feature, they are always directed to the person's mailbox and it doesn't ring on their extension.

I have Line 241 assigned to use Greeting Table #1 and Greeting Table #1 has DISABLE DN DIALING unchecked. I believe this is all we should need so that the Dial by Name would allow callers to transfer to someone's extension as opposed to transferring directly into a user's mailbox.

Can someone please let me know if there is something I'm missing?

Thanks in advance for any help.

 

[KE407122]

Sounds like it's already checked.

If you want calls to go immediately to voicemail rather than ringing at the telephone associated with a name or extension, select the Disable DN Dialing check box for the time of day.






KE407122

You can lead a horse to water but you can make glue out of him too.

 

[oldestgeek]

Can you ring the phone by dialing the extension while the AA is playing? If so, check to insure that the mailbox number has the correct extension programmed in the extension field.

 

[Trilinkcomm]

Thanks for the quick response.

We're looking to give callers the ability to reach an extension by using the dial by name feature. If you dial an extension while the greeting is playing, you can transfer to an extension. Currently callers are prompted to press * to use the company directory. If you press the *, a NORSTAR VOICE says to "Please enter the mailbox number or press the number sign to use the directory". Either way you go from here you can only transfer into someone's mailbox. According to the NORSTAR VOICE, you can only go to someone's voicemail.

I also verified that the boxes aren't checked for the different times of the day.

All of the mailboxes have the correct extensions.

 

[oldestgeek]

Don't use the the star key - that's the command to transfer to a mailbox. Tell callers to press the # key to access the directory. The system is doing exactly what you're telling it to do.

 

[rball22]

We have a similar problem. The customer has DID number associated with each phone, as well as a main number that is front ended by AA after 5pm. During normal business hours you can dial the persons DID and their phone rings. After 5pm if you dial the DID number it goes straight to the person's VM. IF you go through the AA after 5pm and choose the person's extension it goes straight to VM. We want the phone to ring for the predetermined time and if no answer then go to VM, not immediately.

 

[Trilinkcomm]

Thanks Oldestgeek. That did the trick.

I'm going to find out who setup the auto attendant and said to press the * for the directory and slap them around.

Thanks again for the quick responses.