Incoming Calls Disconnected When Forwarded to VM

[jpang102]

We have an old Norstar Key system in use but recently one of the line is acting up. This line has a DID number and inbound calls work correctly when the line is free. Normally, when there is no answer or if the line is busy, the call will be forwarded to voice mail. It works if the call is made internally or the caller uses the main number and then enter the extension number of the line. If it is a direct inbound call to the DID number, it rings until the VM picks up, then the line will be disconnected. Therefore, external callers cannot leave a message.

The problem happened recently and the user has not made any changes to her mailbox. I checked the settings under Terminals&Sets and made comparison with other numbers in use but did not notice anything. Any suggestions would be appreciated.

 

[ptstechnician]

What is the KSU & voicemail?

 

[cook1082]

I have seen this where you can try deleting and then making the mailbox or the target line is currupt. So delete the recived digits and make it on another target.

 

[jpang102]

Thanks everyone for responding. Cook1082's idea was very good but I did reset the mailbox and even chaning the extension number. One thing I have not tried was to change the target line. Before I did so, I changed the ring delay for no answer from 4 rings to 3. The problem disappeared all of a sudden. I did not revert the change as the problem has been bothering the user for 2 weeks. Both she and her customers have been very frustrating.

The existing Nortel system has been out of warranty but we will be bring in a brand new VoIP system in 2 months. I will probably leave it the way it is for now.