Inbound call misroute

[sigfact]

We have a MICS 6.0 (DTI lines configured E&M) with Callpilot. We are having the strangest problem with only one extension.

We have verified that Forward Busy and Forward No Answer are set to the voicemail DN for the extension (here after called extension A).
Here is the problem :

Call from external number to extension A (DID number) with no one else on any other extension and extension A not in use: Caller gets voicemail for extension A (which is what we want)

Call from external number to extension A with Extension A in use and no other extensions in use: Caller gets voicemail for extension A (good)

Call from external number to extension A with Extension A no in use but with some other extension in use: Caller gets voicemail for the extension in use (sometimes with a very brief ring at extension A) (very bad)

Call from external number to my Extension A with both other extensions and extension A in use: Caller gets voicemail for extension in use (not extension A - very bad)

Call from internal extension to extension A with extension A in use: Caller gets extension A voicemail (good - and note it also rings at extension A, where if its an external call with someone using extension A it will not ring but go straight to voice mail why the difference?)

Any ideas? All extension in our office are have DID numbers. The DID number for extension A does ring only at extension A and never at any other extension.

 

[ajntek]

I saw that this line does not ring on any other sets, but
is there an appearance of the DID line for ext a on any other sets? Do calls come in on the intercom key or a DID appearance. The internal call would come in on the intercom key and if ext a has 2 intercom keys, that would be why it would ring before going to voicemail. If they have only 1 appearance of their did then it would go straight to voicemail when in use.

ajNtek

 

[sigfact]

No there are no appearances for that DID line on any other set.

You were right about the appearances there was only one.

Do you have any other ideas?

 

[MarvO1]

It sounds like you might have an answer DN key for EXT. A on another set. I would look at the set that is getting the voice-mail, instead of Ext. A. Are you doing anything with hunt groups or SWCA?

MarvO said it

 

[sigfact]

I checked the answer DNs and no sets have any. Funny thing is, it doesn't matter what extension is being used, but when any one is in use calls for extension A go to the voicemail for the extension in use.

I did not do anything with SWCA. There is one hunt group that includes almost all extensions (broadcast). In the callpilot we have this huntgroup set as the operator. The huntgroup doesn't reference any lines.