Found a situation where a caller is

[mterwey]

Found a situation where a caller is landing in the wrong voice mailbox and I am not sure why. The only thing I can think of is the fact that call pickup was used but that seems weird. Here is the situation, please give me your take on this!
Caller zero out of voice mailbox and rings at support staff desk. A different staff person uses pickup to answer the call and transfer to a different extension. The transfer call is not answered and rolls to voice mail. The voice mailbox that answers is support staff voice mailbox not the voice mailbox where they transferred the call. ie: call to X2427 not answered and rolls to voice mail. caller zeros out and rings X2401. X2409 uses pickup to answer call and transfers to X6247. Call is not answered at X6247 and rolls to voice mail. The voice mailbox that answers is X2401.
What we need in this situation is for X6247 voice mail to answer.
Is this a feature interaction of call pickup or have we found some sort of software glitch?

 

[kyle555]

Oof. What CM version/voicemail version/integration type?

Can be a few things.

In change system coverage, you've got
QSIG/SIP Diverted Calls Follow Diverted to Party's Coverage Path? y
Diverted Party Identification: last-fwd

Check it out in the screen reference;

https://downloads.avaya.com/css/P8/documents/100171650

Presumably, last-fwd should would accomplish what you're looking for. Now, presuming SIP to AAM, it's the furthest down history info or diversion header that includes the mailbox you want the call to go into.

But yea, it can be complicated. A solid SIP trace would be needed.

 

[mterwey]

We are on 6.3. We have SIP trunks between the CM and voice mail but otherwise run ISDN PRI.
I checked and we have QSIG/SIP diverted calls follow diverted to party's coverage path stroked to n. I will change that to y and usage to last fwd and test.
Thank you very much for your help.

 

[kyle555]

BE CAREFUL!

Playing in coverage forwarding is system wide. Yea, you might find it fixes this 1 flow, but you don't want it to break others.

If it does, then the most right answer is probably adapting the call flow in question.

 

[hunterrob]

If you are using Microsoft for voicemail and integrate to Active Directory for Outlook you could have two users that have the same number in AD for their work number. I have seen this where I work.