External calls for extension going straight to voicemail

[kbryii]

I have a user who can receive calls when dialed from an internal extension. However when the DID is called it goes straight to the users voicemail. I can't figure why this is happening.

Kbryii
Alcatel-Lucent Certified Field Expert

 

[Multimedium]

A few obvious things to double-check on the system and on the voicemail:

Is the target line assigned to ring on the extension?
Is the target line assigned to ring another extension?
Is Forward on Busy turned on for the extension?
Is DND on Busy turned on for the extension?

Is there an Express Messaging Line associated to the mailbox?

 

[kbryii]

DND is not turned on.
Forward on busy is not turned on.
I checked all the target lines and I cannot find one associated with this extension. I tried to create an entry. I am able to enter the private call to :_ _ _ _ However, When I try to enter the received # I get the first 3 digits of the extension in but cannot add the last digit. The extension is 5488 I can enter 548 but it will not take the last 8. Any ideas what is going on here?

Kbryii
Alcatel-Lucent Certified Field Expert

 

[Multimedium]

The Received Number (RN) Length is set to 3 digits:

System Programming > Received Number Length​

It might not be a good idea to change to length to 4 digits: it will clear all the existing RNs (as well as the Auto DN and the DISA DN, if you use them) and you will have to reprogram them.

The system ignores the first excess digits, so you can program 488 as the RN for now.

 

[NogardMX]

Hi Kbryii,
I'm having a similar problem interms of a user being able to connect from an internal call but a call coming from outside, it connects to a different phone. In addition, the phone now has 2 extensions. How did you check target lines for the DNs?

 

[bluemr2]

If you can't put the last digit in the received number field it means there is already another target line that has that number. Look through all the target lines again to find it.

 

[Multimedium]

I missed one underscore when I replied earlier. I'm sorry about that. You can ignore what I said about the Received Number Length.

bluemr2 is right: there can't be two identical RNs. You should follow its advice and review all the existing RNs. You should also look at your destination codes, the Auto DN and the DISA DN.

Destination codes and RNs cannot be the same. So, look whether there is a destination code 5488:

Services > Routing Service > Destination Codes​

Also, the Auto DN and the DISA DN are actually RNs. You should have a look at them, too:

System Programming > Access Codes > Auto DN
System Programming > Access Codes > DISA DN​

 

[Multimedium]

How did you check target lines for the DNs?

There are two ways to find out which lines (and which target lines) are assigned to a set:
[ul]
[li]Button Inquiry[/li]
[li]Programming[/li]
[/ul]

Button Inquiry
Button Inquiry is feature that shows what is programmed onto a button.
[ol 1]
[li]Press Feature * 0. The display shows "Press a button".[/li]
[li]Press a line button. The display shows the number and the name of the line assigned to that button (for example, "001 Line001").[/li]
[li]Press an Intercom button. The display shows the DN and the name of the set (for example, "221 RECEPTN").[/li]
[li]If a NEXT softkey appears on the second line of the display, press it. The display shows the number and the name of the first line that rings on Intercom buttons (for example, "157 Line157").[/li]
[li]Keep pressing the NEXT softkey until there are no more lines to view.[/li]
[/ol]

Programming
The list of lines assigned to a set is also shown in programming:

Terminals & Sets > [DN] > Line Access > Line Assignment​

Once you get there, keep pressing the SCAN softkey until there are no more lines to view.

 

[kbryii]

Thanks for all the help so far.
Bluemr2: As far as I can tell id did check all the target lines and found no 5488 entry.
Multimedium: Services > Routing Service > Destination Codes this only showed a destination code of 8
System Programming > Access Codes > Auto DN
System Programming > Access Codes > DISA DN These aren't being used.
Terminals & Sets > [DN] > Line Access > Line Assignment No lines are assigned

Any more direction would be greatly appreciated.

Kbryii
Alcatel-Lucent Certified Field Expert

 

[jerryreeve]

Couple of things I would check.
First, make a call in and let it go to VM then 0 escape to whatever phone is set up for it. once you have the call on a telephone set then put it on hold for about 10 seconds when you take it off hold you should see the line number that the call came in on. now you can verify all the above if the line is different that you have been looking at.

Second in programming make the line/trunk a private line and assign it to a different phone. this should clear any other trunk routing on the line and only allow one telephone to control the line. make a test call and see if it now rings the "different" phone and forwards as that phone is programmed. now put it back to public and reprogram to assign it to the original extension.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Telecommunication Technology Services

 

[kbryii]

Thanks for all the help. What is the difference between private to:_ _ _ _ and Public? I do believe the issue is resolved though. After much sifting through the lines I did find line 161 was target line with rec'd digits for the DID but private to VM extension. I changed it to the proper extension to match the rec'd number. I probably would have got this faster but am doing all this remotely with Norstar ICS tool.

Kbryii
Alcatel-Lucent Certified Field Expert

 

[jerryreeve]

a private line is "private" to a specific location and cannot appear in any other location. I have only used it on a few locations. it restricts other locations from accessing the private line. one location was one of the managers had their own telephone line put in that no one else in the company was allowed to use for calls. this did not restrict the manager from transferring the calls or forwarding the calls but there were no other line appearances. I mainly use ;it as a way to flush all other connection points from a line that is behaving badly. it removes the line appearances from everywhere except the assigned private location.

----------------------------
Hill?? What hill??
I didn't see any $%@#(*$ Hill!!
----------------------------
JerryReeve
Telecommunication Technology Services