Incoming calls to DID are not going to voicemail.

[wboba]

I have MICS-XC 7.1 with PRI here. I have few DID's programmed and assigned to ext# (Ring only/Appear 2 times/2 Intercom keys). When that ext# already has 2 calls active, the third call is not being transfered to VM. Caller gets assigned amount of rings, and then call is being dropped with BUSY tone.

Please can someone tell me how to program that third call to go to voicemail box ?

Thank you !

 

[NSupporttech]

Terminal Sets- Capabilities-Fwd on busy to VM DN. (DONT COPY THIS to all sets.

 

[wboba]

In this case even the second call will go to voicemail, there will be no "call waiting" on that ext#.

 

[cook1082]

Try the prime for the line is it set for the extention.

 

[Deweyhumbolt]

Call Forward No Answer needs to go to the Vmail DN. (ftr985)

You want ring only on the target line and 2 intercom keys. No appear, unless you meant that for the intercom keys?

 

[wboba]

Ok, let me give more details.

Target line:
typeublic
received number: XXXX
If busy: to prime
Prime set: (same as above)

Set:
intercom keys:4
line appearance type:ring only
appearances:3
fwd no answer: (VM ext#)
Fwd on busy: none

With this setup all 3 calls to target line are going to that ext#, but the 4th call is NOT going to voicemail. Caller hears 4 rings, and then BUSY signal, instead of voicemail prompt.

 

[wboba]

And I forgot to add. If one of the first three calls is not answered, that does go to voicemail properly.

 

[Deweyhumbolt]

How many ports on Vmail?

 

[wboba]

8 ports active.

 

[RikRodgers]

You may want to get into access 2 programming and monitor the channel activity when the calls aren't transferring correctly. MICS XC, I suspect you've got a lot of users, and if you're using auto attendant to answer calls, 8 ports get used up awfully quick.

 

[joelunchpail]

does the recieved DID numbers match the dn number.if not the voice mail gets lost not knowing which mailbox to put the second call

 

[wboba]

Yes. DID number matches DN.

Example:
Target Line 200; received digits 2221
Ext# 2221; Line assigned: 200; Appearance 3

But if it does not know which mailbox, why it does not go to "general" ?

 

[joelunchpail]

do you want it to go forward no answer to voice mail, you probably need another intercom key , it might not have to the set to ring the appropriate number of rings.

 

[joelunchpail]

sorry i wasnt reading what i was typing
I'll try again
if both of your intercom keys have calls on them, your third call has no way to get to the set, therefore it can not ring your set,or forward no answer to Vm.
you will have to either add another intercom key or a did line button.

 

[curlycord]

DIDs do not need to match the DN, it has no impact.
Also he has 4 Intercom keys.

If you make the targets ring only then you do not need appearances.
When you programmed the target with 3 appearnces it might be the problem since you did not choose appear and ring.....this might be you problem, try removing the appearances, maybe a 4th might help but still not programmed correctly.

On second thought....if you programmed ring only it lets you program appearnces? I assumed the Target had to be Appear and ring to show appearnces.

 

[joelunchpail]

sorry curlycord
i missed that post what i read was (Ring only/Appear 2 times/2 Intercom keys) from the original
but do not understand a line appearenc as ring only . that doesn't add a line appearance. it rings in on the intercom.
it has to appear to add a line key.
and i have had troubles where DIDs that don't match the dn's end up in the general delivery mailbox when the appear and ring line is busy and a second call comes in for that DID.
it may have been on an older system but the only fix was to match the did's and dn's

 

[curlycord]

If you under line access you tell Line 145 to Appear and Ring, you then press SHOW again and tell it how many appearances of that Target line you want.
Reception sets will have just the main number (DID) that is programmed A&R with a few appearances.
If you program it to ring only then you add the amount of Intercoms you need to hande the calls...normaly 2 Intercoms for users because people cant handle more than 2 calls typically.

I am not sure why you have the G.D. issue but Ring Only option with some Intercom keys should have no issues.

 

[joelunchpail]

WBOBA SAYS
"Set:
intercom keys:4
line appearance type:ring only
appearances:3
fwd no answer: (VM ext#)
Fwd on busy: none

With this setup all 3 calls to target line are going to that ext#, but the 4th call is NOT going to voicemail. Caller hears 4 rings, and then BUSY signal, instead of voicemail prompt."

i think the only way for the forth call to get to vmail is to ring the set first and go FNA . therefor you will need one more ringing appearance for the target line to ring the set.
and must be allowed to ring long enough for it to transfer to voicemail without being answered.
If it gets answered by mistake by an overworked employee then the fifth call will get lost the same way .

 

[norstarboy125]

i would make a single appearance(1)of the target line since you have it set to ring only with(4)intercom keys you don't need multiple appearances in this config...

 

[wboba]

But still I do not understand, why is the "overflow" call goes to busy. I would understand, if it went to GD mailbox. As a temporary fix, I had to set prime to receptionist. In this case that extra call will be handled manually...