DID incoming number not going to the correct mailbox

[Bighead32]

I am a new administrator of a Nortel BCM 400 system. I am an IT guy but this is my first phone system. I have three DID lines that are not going to the correct mailbox. When I dial the extension internally the correct mailbox answers, but when I dial the DID number the call goes to the General Mailbox. The target line setting seem to be correct. I have compared settings with my other DID lines that are working correctly and everything seems to be correct. Can anyone give me some advice on how to correct this?

 

[snowman50]

Check the prime extn assigned to the DID line.
It may be set to go to the voicmail DN therefore going to the GD mailbox

 

[Bighead32]

Thanks for the suggestion. Can you tell me where to find this? I am very new to the system.

 

[snowman50]

Its under Telephony--Lines--Target Lines---
Look up your Target line and Prime line is 6th tab across

 

[Bighead32]

Sorry but I can't find exactly what you are describing. I'm attaching a screenshot of my target line. My version of BCM may be different. Please look this over and see if you see anything wrong. Thanks again for the help.

 

[norstarboy125]

What is the ext that you are trying to assign the DID to? You need to make the prime set match the ext. Also make sure that you have the proper rec'vd digits for the DID as well.

Jeremy J. Carter
Charm City Communications

http://www.charmcitycommunications.com

Norstar. BCM. CS1000 Programmer

 

[Bighead32]

Extension 229 has a target line of 262. The incoming calls are ringing the phone, the call just goes to the General mailbox when no one is there to answer so I think my DID setup is correct. Do I just need to get the prime set configured correctly? On all the phones that are working correctly the Prime Set is 221. This is also how it is setup in the phones that do not go to the correct voicemail box. I am looking at the Prime Set under Telephony services - Lines - Target Lines - Line 262 - Trunkline/Data. Does this sound correct?

 

[KE407122]

1. If the call pilot mailbox (229) is not initialized, it may not accept messages but if enable general delivery mailbox is checked that is where the messages are then received.

KE407122
'Who is this guy named Lo Cel and why does he keep paging me?'

 

[Bighead32]

The mailbox appears to be correctly initialized. When I dial extension 229 I get the name that was recorded by the mailbox user, but when I dial her DID I get the General Delivery Mailbox. The phone does ring when I dial the DID number and it works correctly if answered. It just goes to the wrong mailbox if no one answers.