Extension goes straight to voicemail

[ThomasBB]

Hi,

Setup:
IP Office 500 version 4.2(23)
Avaya 5610SW phones

I have about 40 users, all using the above-mentioned phones with no problems. One user, however, can't receive calls - it simply goes straight to voicemail. She can make calls with no problems.

I've checked that the "Do not disturb" isn't enabled. I've also double-checked all her settings to see if anything is different from the other users, but no luck there neither.

When I call the number, it rings twice before going to Voicemail. "Call status" says "RAS [name[number]]" for a few secs, before switching to Voicemail.

Any hints, tips or things I should be looking for?

Thanks in advance!

 

[tlpeter]

Make a monitor trace and show it here.


BAZINGA!

I'm not insane, my mother had me tested!

 

[ThomasBB]

Sorry - I must admit I do not know how to make a monitor trace. I'm by no means an expert, unfortunately.

 

[amriddle01]

Dial in on?

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[ThomasBB]

Dial in is disabled.

Regarding Monitor Trace - I think I figured out how to start it (Sysmonitor.exe correct?). Unfortunately I have no idea what the password is... Is there a way to reset it?

 

[amriddle01]

password" is the default

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[mattKnight]

1-800-business-partner

Take Care

Matt
I have always wished that my computer would be as easy to use as my telephone.
My wish has come true. I no longer know how to use my telephone.

 

[ThomasBB]

'password' didn't work.

And yes, mattKnight, I did call my business-partner, who's coming this noon.. he's coming regarding something else though, but i'm sure i can talk him into looking at this as well. It would just be easier (and cheaper for me), if I could fix it myself.

 

[hairlessupportmonkey]

the same old story here, we are all trained / experienced / veteran IPO maintainers / installers, who have invested time and money into ourselves, and nothing gets us worked up than people coming here to get free support because they dont want to spend money on maintaining their telephony. Does your company have a nice IT budget?

hence the comment "1-800-Business-Partner."

If you have a switch with 40 users on it, then your SHOULD take out a yearly support plan with your BP. this will save you pain and frustration and they can then look into these issues for you as part of your agreement with them.



ACSS - SME
General Geek

 

[ThomasBB]

My apologies if I offended anyone. We rarely have any problems with our IP Office, and most of the time I handle it myself, but from time to time, there are things which I cannot figure out. So I either make a thread here or I call my business-partner - it depends on the problem really.

I must say, though, I don't know why you get all worked up about this thread. If this thread grinds your gears, wouldn't every single support-forum on the internet make you insane then? All of them have the same purpose - helping people out for free, hence costing the professionals money in lost support-fees.

And no, we do not have a nice IT budget. And yes, we do spend quite a bit of money on telephony. And yes, we do have a service-plan, which we pay for.

Usually though, it's faster to search the internet for answers or to make a thread here, since it sometimes takes up to a week, before they get here (we're not a premium partner) to help us.

Again - I'm sorry if anyone got offended, that wasn't my intention.

BR

 

[IPGuru]

I suspect you user has diverted the phone (check the display if you have a D then it is on divert)

The 1st thing to try is dialing *00 on the handset
if that doesn't work then you will need the Monitor program and/or a trained business partner.

I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[ThomasBB]

Unfortunately there's no D on the display either.

I'll wait for my BP to arrive - thanks to all who tried to help

 

[hairlessupportmonkey]

>It would just be easier (and cheaper for me), if I could fix it myself.

no offence taken... just making a point.



ACSS - SME
General Geek

 

[IPGuru]

I'll wait for my BP to arrive

A decent BP should be able to look at this remotely (In most cases)

I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[amriddle01]

Indeed, I imagine they charge you a call out fee. Ask them to set up remote access and alter their fees accordingly (we do little things like this for free for people with maint)

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[TomMills]

(we do little things like this for free for people with maint)"

Same. A week response is terrible. Look for a new (good) BP.

http://www.twitter.com/tem1985

ACSS-SME
fo shizzle ma nizzle.

 

[IPGuru]

1 Week to respond, No Remote. Now that is Offensive
Maintainers like this give the rest of us a bad name.

the lowest level of cover we provide is 16 hr response, most customers are on 8 hr,4 hr or better.

only a handful of our IPO sites (In excess of 1500) do not have remote access.


I do not Have A.D.D. im just easily, Hey look a Squirrel!

 

[ThomasBB]

You're probably right. But I guess it depends on how much one wishes to pay for service.

The 1 week response is only for low-priority cases (like updating firmware or something like that). A month ago a few of our Digital-boxes fried because of lightning.. they were fast to get here then

But perhaps, in the future, i should let you guys do remote and wire you money instead hehe

 

[TomMills]

out of interest, do they bill you to come to site to do programming that's out of your remit?

http://www.twitter.com/tem1985

ACSS-SME
fo shizzle ma nizzle.

 

[ThomasBB]

Indeed they do. We pay a (small) fixed fee for service, and then we have free phone-support. If we wish to get a service-guy out, we have to pay for his hours, his time spent driving etc.

It's unfortunate, but the IT-department, which consists of me, isn't big enough to have expert-knowledge in all areas.