FORWARD ALL NOT WORKING FROM AUTO ATTENDENT

[SrManos]

A client has a couple of extensions (341&342) which they would like forwarded to a different extension (340). The intended destination is a analog extensio which appears on 2 phones as an answer DN. When dialing the extension from CCR tree the forward all does not work. The receiving extension does not ring and and the call does not transfer to VM. Calling party receives the generic "the person you are calling is not available" message and gets transferred back to the tree

Help?!?!?

 

[PainOfDeath]

If I am understanding you correctly, 340 is the analog DN and appears on two OTHER phones as an answer DN. Also, 341 and 342 are forwarded to 340.

Is there a device at 340? Is there a mailbox associated with 340? When you say "dial the extension from CCR" do you mean dialing 340 or one of the others? Please describe the setup in more detail.

 

[SrManos]

It is a bit of an unusual config....

Client uses a collabrative work enviroment so this configuration worked exactly as required.

DN's 341 & 342 are typical I2002 devices
Configured with a personal DID and personal VM box.
VM setup is typical with MWI
341 & 342 are configured to CFNA to 340
Only VM messages on 341 & 342 were as a result of a transferred message or a direct transfer to VM

DN 340 is an analog ext with a VM box
There is no physical device attaced to 340
340 appears as an "Answer DN" on 341 & 342
The 340 VM box acts as a departmental VM box and is accessed via Unified messaging

Everything working fine until employees at 341 & 342 no longer working there.

Now all calls need to ring at 312.
312 configured with Answer DN for 340 - works fine
DID lines reconfigured - works fine
PC at 312 configured to access 340 VM via Unified messaging - works fine

Answer DN 340 removed from 341 & 342
VM boxes removed from 341 & 342
341 & 342 set to forward all to 340
Now calls 341 or 342 from the CCR tree will result generic "the personal you have called is not available ....." and return the caller to the tree
A similar result happens when a IC call is made to 341 or 342 from inhouse
These calls are not appearing as answer DN on 312

The expected and desired result is all calls to 341 or 342 are forwarded to 340. If not answered by 312 they should be put in to the VM box for 340

System is a BCM 50 1.0 with 32 IP Phones, 24 VM boxes, 8 analog stations, 4 analog trunks, a PRI and a 2 skillset Call Center

Hope this makes sense and someone is able to help

Thanks

 

[norstarboy125]

it's a bit of an unusual config...it made me dizzy just now reading it...give me a minute and i'll get back to ya

 

[PainOfDeath]

Yeah that is really messy. So I am assuming that the physical sets for 341 and 342 are still there? If they have been unplugged then that's the problem...

If they are still there, and you can call 340 and have it ring as an answer DN on 312, and you want 341 and 342 to ring on 312, then why not just put an answer DN for both of them on 312? Assuming you have enough buttons available.

Another suggestion is to make 340 a hunt group DN and putting 312 in that HG, then adding the 341 and 342 to 312 as Answer DNs. So then when someone calls 340, 312 will ring, similarly when someone calls 341 and 342. You can still keep voicemail box 340 as the overflow for the hunt group as well. This will also let you add, say, a new employee with a new DN to the hunt group quite easily.