Embeded Voicemail Collect button on Partner 19D phones

[donna123]

I have a customer with an IP Office 500 in Partner mode and embedded voicemail. They are still using their Partner 18D phones. I have programmed a Voicemail Collect button on the phones and I have also tried just feature 00 and intercom 777. Both options work, but only when on speaker, not when you lift the handset. If you lift the handset and touch the voicemail button, it just gives back dial tone, but if you hit speaker and the voicemail button, it works just fine. This is happening on all their phones. Any thoughts?

 

[Telecomboy]

When they pickup their handsets, are they defaulted to grabbing an Internal dialtone or is it going off-hook on an actual line? Sounds like they grab an outside line. When pressing the vm button with everything hung up it will automatically grab an intercom path to make the call. If they pick-up their receiver it may grab a line and therefore not be able to dial voicemail.

 

[donna123]

That makes sense, but I know I have had a voicemail button programmed on a partner system (acs) that dials voicemail even though they are grabbing outside dial tone first. Now you have me thinking...Thanks for the insight!