ec500 goes straight to cell voice mail 4

[bfordz]

CM 5.2, EC500, iPhone w/verizon service
I have a salesperson who uses ec500 daily (been setup for 3-4years), all of a sudden when you call his deskphone with ec500 "on" his deskphone rings one short ring and the call goes straight to his cell voicemail.
His cell phone doesn't ring at all.

If we turn ec500 "off", his desk phone rings fine(5 rings) then goes to Audix Voicemail.

If we call his cell phone direct, his cell phone rings as normal and he gets the call.

If he turns ec500 "off" and then back "on", his ec500 forwarding will work ok "once".
I removed the ec500 programming for his extension and then re-added it; it worked for about 3 calls then quit again.

I changed ports on the switch for his extension, didn't help at all.

I'm at a loss as to where to look for whats causing this problem. He's been setup and using ec500 for several years and we haven't made any changes.

 

[joe2938]

Just for kicks, assign a different config set. change off-pbx-telephone configuration-set, is the command. see if it's set to 1 and change to 2, worth a shot

 

[kyle555]

What version of iPhone? Is it possible he has gone to VoLTE lately? By choice or by force?

 

[bfordz]

I completely deleted his station ID / EC500 settings. I re-entered his station ID / EC500 setting and that had no effect.

joe2938
I did as you suggested (change config-set 1 to 2) and the call went through, it's the end of the day so we'll see how it goes tomorrow.

kyle555
I spoke with my salesman and I mentioned to him what you thought might be possible, if it still acts up tomorrow I think that might be the direction we're going to investigate.

Thank you joe2938 and kyle555 for your suggestions.

 

[kyle555]

I was asking in case PRI and mobile are with the same carrier... signaling out to EC500 - or for any call forwarding - can retain redirection information out to the other side.

In fact, try call forwarding his desk to his cell - see if it hits cell VM right away too. Could give you ammo for 'calls I signal out my trunks to this cell# that include redirection information never get offered to the cell and always go to voicemail'

There's equivalent settings in CM for the opposite scenario where you have calls that may or may not hit a coverage path even though they ring the station if those calls came over a QSIG tie and included info that they were already redirected. I see it when people are migrating from CS1000 to CM and call forwarding extensions from one pbx to the other.

 

[bfordz]

joe2938 and kyle555,

I want to thank you for your comments and suggestions. It gives me additional thoughts and ideas during my diagnosis's.

Our salesman called me from home that night to enlighten me that he look further into his phone to find his "Do Not Disturb" was turned 'on'! Since turning that feature 'off' his phone has been functioning just fine! How nice!