Feature 981 not working and some other issues.

[LizzyAnn]

[repost from

http://www.tek-tips.com/viewthread.cfm?qid=1511569&page=1

with more problems.. who knew?]


So, the phones here have been funky for about a week. When I finally thought the whole thing had been fixed, turns out some of the VMs aren't working. Everytime someone does a Feature 981, they get the "Log" option. The catch is, this only happens on about 1/2 of the phones.
Does anyone know how to change it so that it goes straight to their boxes?
(Or, more importantly, is there a way to tell if it's something else. Everything I know about this system I learned from Google, we have no manuals and the pdf ones I found aren't helping.)

On top of this, when people call in from the outside, they don't get the VMs of the phones that this is happening to.

And on top of all that, for some odd reason every phone goes to VM (the ones that work) or transfers up front to the Operator after 2 rings.

Somehow, this is all my fault; and I'm getting in trouble... and I'm not even the tech person here.

Please take pity on me and help.

 

[hawks]

Look in the mailbox of the phone and make sure that the phones extension is asigned to that mailbox. Just because you have an extension of 200 on the system and a mailbox 200 does not mean that they go together. You need to look inside mailbox 200 and make sure that it is asigned to extension 200. Hope this makes since.

 

[LizzyAnn]

Also, have tried deleting and re-adding the Mailboxes, that's not working either.

 

[LizzyAnn]

Tried that too. The mailbox numbers, extensions, and phone numbers all match up.

 

[CTCINY]

You might be using a different class of service for the mailboxes that are not working. In the Class of Service you might have the Call Pilot Interface setup as the user interface and that would cause those phones to get a Log prompt

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[LizzyAnn]

I just checked that.
That option (and all the ones in MBOX Admin) are the same as the ones that are working.

 

[Dasheen]

Dos your BCM have the latest patches?

 

[nrsman]

Getting the log option usually means that that there is no mailbox assigned to that specific extension.

From reading through various posts I know that you either have a BCM or a Norstar.

We need to narrow that down.
The BCM looks like a nt box with modules in it. It can be rack mounted or can be mounted on the wall. On the rear there will be serial numbers and nt numbers.

The Norstar is a grey cabinet that is mounted on a wall.
It will have a cabinet like door that opens right to left.

Can you find this info out and post it ?







****

 

[gberger]

Or the DN table is corrupted..Which leave two choices.
First reboot the bcm(if it is a bcm) and if it's not working do a re-install of the call pilot after writing down the config and printed a mailbox directory report.

 

[telcodog]

If it's a BCM, reboot it. If it's a Norstar with a call pilot 100/150, reboot them both. If it still works the same way, try this.

Whatever extension you're doing the F981 from, (if you don't know, just do F*0 then press the intercom button)when you get the "Log" prompt, enter the extension number plus the password for the mailbox. If the ext is 222 with 1111 as the password, at the prompt just enter 2221111, then press the OK button and tell us what shows up on the screen. As nrsman states, getting that prompt means there is no primary voicemail box for that number. That may also explain why callers aren't getting the correct vm box (although you havent told us yet what kind of trunking you're using). We can deal with callers not getting the right mailbox later. For now, we need to know if there are mailboxes set up or not.

As a side note, you are pressing F981 right? Not just a button marked voicemail or something like that.

Also, this isn't a case of centralized voicemail is it, where your actual voicemail system is located on another phone system?

I once had a customer where they switched over to acentralized system but some stubborn users kept trying to log in using F981 after their vm box was deleted on their home system instead of using the pre progranmmed buttons we set up. Had the exact same symptoms you're having. In other words, their vm box was active on a completely different call pilot than the one they were logging into.

Just a thought!

 

[LizzyAnn]

Wow, that's a lot to read through. (Thanks, btw.)
In regards to what I might have:
There are a total of 8 boxes in the back. 2 wide ones, 2 medium ones, and 4 tiny ones. The hinges are on the left. It says it's a "Modular ICS" on the inside of one of the big ones, and all the serial# stickers begin with NT.

About what I get with F981:
One a phone that works, it goes straight to the Pwd prompt for the mailbox. On a phone that doesn't, the log prompt, which you can still use to login to your mailbox. (EX: I'm x700, so I can still put in 7001111 and get my mailbox, but there will be no messages because no outside caller can get to it.) And on that note, Transfer to VM works for everything, so does F980.
And there are no pre programmed VM buttons.

And I have no idea what to do about patches or anything relating to updates. No one takes care of this phone system. It was installed 10 years ago, and no one bothered to learn anything about it.

 

[endlesswinter]

save yourself alot of frustration and call a local tech. Pay for a few hours of labor and get the system how you want it.

 

[LizzyAnn]

The bossman doesn't want to pay.

 

[CTCINY]

Check and post your forward no answer settings and transfer call back settings. Are calls supposed to be answered by the auto attendant if no one answers?

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[LizzyAnn]

Right now they're all set to fwd to the VM# (770)
But on the ones that aren't working instead of the user mailbox they get the general delivery mailbox. (When there's no mailbox, they get the operator)

 

[Dasheen]

If they're getting the general delivery normally that means that set has no vmail box attached to that set. Also if ur getting LOG when accessing a mailbox that's a sign that no mailbox is attached to that set.

Don't worry about patches as I thought u had a BCM not a Norstar.

 

[LizzyAnn]

But when I go through the admin options to set up the mailbox, it says it's attached to the extension.

And I just tried using a new phone.. that's not working either. So I don't think it's a hardware problem.

 

[CTCINY]

Sounds like you might need to do a reinstall of the voicemail

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin

 

[LizzyAnn]

Any chance of an alternative option??

 

[CTCINY]

Try rebooting. If that doesn't work I would have a tech come look at it and make a determination on what he can find at the site.

What doesn't kill you only makes you stronger.

If it's true that our species is alone in the universe, then I'd have to say that the universe aimed rather low and settled for very little.---George Carlin