Extension going straight to voicemail, not ringing.

[Ricorize]

I have my Partner Mail R3 system almost completely programed, however one extension goes directly to voicemail as opposed to ringing the extension first.

All of the others were programed at the same time and ring the desk forst, then go to voicemail if not answered as anticipated.

Auto Attendent

1 Prompted Transfer
2 transfer to ext 12
3 transfer to ext 13
4 transfer to ext 14
5 transfer to ext 15

# 2 is the problem.

What could I have done wrong?

Thanks!

 

[TouchToneTommy]

Check the "Class of Service" for mailbox 12. It could be set to go directly to the mailbox instead of transferring to the extension first.

Play the mailbox configuration for one of the working mailboxes first, then mailbox 12, and modify it if necessary.

Can I also suggest that you change Selector Code 1 from Prompted Transfer to Direct Extension Transfer? Prompted Transfer means that "If you know your party's extension number, press 1", they press 1, and then "Please enter your party's extension number"

Since it looks like all of your extensions start with 1 (10, 11, 12, etc.), changing to Direct Extension Transfer means "If you know your party's extension number, you may enter it at any time during this message", and the caller just dials the 2-digit number.

If fact, if you may grow and have extensions in the 20's range, or even the 30's, I'd reserve 2 and 3, and start your single digit selector codes with 4 and up.