DND and forwarding to voice mail

[telephonesteve]

Hello

BCM400 4.0.2.03

I have a customer who uses/used DND to send calls to voice mail with their private DID target line.
I know Feature 984 does this but he has used the DND to accomplish this forever and it seems to have just stopped working.
Other people have the same set up in the office and use DND and it works for them.

What happens is, if someone calls his DID and his phone is in DND the caller gets the main company auto attendant greeting no his personal mailbox greeting.

Here is what works:
Phone without DND or call forwarding set on his phone - rings 3 times goes to his personal message
Feature 984 set on - call goes directly to his personal message
All 3 intercom lines in use - call goes directly to his personal message
DND on with internal call - call goes to his personal message sounds like it rings 3 times on caller side

BUT with
DND on with external call to his DID number - call goes to main company auto attendant greeting. It looks like the DID incoming line button only flashes for 1 ring cycle and not 3.

All setting are identical to other extensions that work.
Line access properties: FNA to vm pilot number 472, delay 3, busy 472
Line settings Public, and Prime Set is vm pilot number 472 with if busy to Prime

Call Pilot Lines Administration is set to No for answering on that line.
No call forwarding or redirecting setup within the mailbox either.


Any thoughts? Am I missing something?
Feature 984 works great but they like how they can see the light flash on their phone as a reminder that they are in DND.


Thanks, Steve

 

[Firebird Scrambler]

From reading your query, it seems to me that the issue only exists on one set as all the others are OK. This would indicate that the user has somehow made a change on his set to cause the problem. Does the user access his voicemail box via the browser or just the phone?.

It might be wise to compare the settings in Call Pilot against a working phone and mailbox etc.

Also check that no other features have been altered by the user.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

http://www.linkedin.com/in/davidbromley

 

[curlycord]

" and Prime Set is vm pilot number 472 with if busy to Prime"
This means they cant except a second call on the DID....is that programmed by design?





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[telephonesteve]

Thanks for the input.

User only uses the phone interface for voicemail.
I compared the user setting in the call pilot and didn't see anything different.
I even ran a detail mailbox report

busy to prime not specifically designed for 2nd caller to go to voice mail.
1. The user has 3 intercom buttons total so I thought with the other 2 intercom buttons on the phone the 2nd call would ring on one of the open and not create a busy.
2. Doesn't the busy to prime have to be set for the call to go to voice mail when in DND?

Thanks again for the ideas.

Steve

 

[curlycord]

Try doing a set copy in case you missed something....of course remove the other users DID after the copy.

________________________________________
We take the time to try to answer your questions for free, please return the favor and take the time to answer back and include any resolution you found elsewhere, thanks.

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

http://www.curlycord.com

Toronto Canada

http://www.telcopc.ca