Long Delay in VoiceMail

[CaryCorn]

The problem is incoming callers hear the announcement message but then there is an 11 second delay before they hear "One moment please". Then another ringback cycle (4 rings) is heard before you hear the second announcement that says "You have reached the general mailbox. Please leave your message". The total elapsed time from the first announcement to the actual place where the caller can leave a message is 1:15. By then they've usually hung up. This is a MICS with a StarTalk. I wasn't the one that installed this system. I've worked on Norstar's before but never one with a StarTalk. Any advise on how to shorten the long pause and to eliminate the 2nd ring to the GM?

 

[curlycord]

Sounds like no DTMF tones are heard by the AA

If you were to call in and not press anything would the exact same thing happen to the "T"?

If a user does not press anything then AA transfers the call to the Attendants DN, if there is no DN programmed then it goes straight into the General Mailbox.

Note sure it this was a Touch Tone Gate issue....F983/AA/1/ and change it maybe, I forget.



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[CaryCorn]

Thanks for the reply. This office is closed for the next 2 weeks but I certainly will check that out when I can get access again. All they want is for unanswered calls to be directed to one general mailbox where they can retrieve messages later. There is no need to direct incoming calls to specific extensions or mailboxes. This is a very small dentist office with only one office person that handles the phone and office tasks.

 

[curlycord]

MICS with a Startalk is a little over kill lol
I might bring another voice mail...the smaller Startalk Flash to see if it works, this might tell if a C.O. issue with DTMF or the Startalk is failing.



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[CaryCorn]

To be honest with you, I'm not sure if it is a Startalk or a Startalk Flash. Another twist to all of this is they get their DT through the local cable provider so their incoming lines are voip and when I inspected their last phone bill it showed that they are not only being billed for a cable modem but also for voicemail. If in fact they do have a voicemail system in place, I don't think the incoming calls are reaching it. I've suggested they get a wireless system with built in answering machine. Vtech makes a nice 4 line system and they only have 3 lines at this business. The problem I have with the wireless is security and privacy issues. I don't know if they are HIPAA compliant. I agree with you about overkill. They only need 3-4 phones in the entire place. For a business with 3 lines and 3 sets, a Norstar is way bigger than needed. Now I know why I retired from AT&T. LOL.

 

[MooreTel]

So what's wrong with a small 3x8 or CICS, either equipped with a Flash 2 voicemail?

 

[phoneguy427]

Why don't you forget about the AA. Set the ringing phone to forward no answer to the general delivery mailbox after a set number of rings if all you want to do is have the caller leave a message.

 

[CaryCorn]

Phoneguy427 - That's exactly what they want, but I've been out of the Norstar game for nearly 10 years (retired AT&T) and barely remember how to log into the phone let alone do what you are suggesting. I have told the owner that he needs to contact a telephone repair company that has Norstar trained personnel and let them fix the voicemail issue. I've known this owner for many years and knew what phone system he was using, so when he decided that he had enough with the voicemail problem, he called me to see if I could fix it. I really wanted to and I really thought I would be able to, but it didn't take me long to find out that I've forgotten too many things about Norstar's.
I want to thank everyone for their input and suggestions.