Norstar CallPilot: When Trying to Remote Access VM using **, it hangs up.

[NorstarExpert]

I have run into a problem where if the caller visits their mailbox to listen to messages from a remote telephone,
when they dial ** during their mailbox announcement, it hangs up.

I have run thru all the settings in the operations manual, and nothing seems to address this.

 

[curlycord]

Make sure "Return To AA" is turned on.

If the setting is Off then normally it would first say "Exiting the system" then hangup

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Toronto, Canada

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[NorstarExpert]

When the ** is dialed it simply hangs up with no announcement.

I can return to the AA when dialing a single *.

 

[curlycord]

Did you try a reboot?
What happens when you try ** via AA instead of the mailbox?



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[NorstarExpert]

Thank you for your assistance.

A reboot is what I was going to try (if lacking any other ideas) after checking the "Return to AA" setting.

 

[curlycord]

Return to AA" may not apply or if it does it was maybe older systems that affected 2 stars and not just one.


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[pccsipoffice]

Make sure the users all have a password set and all users have a greeting not just a name recording.
Ideally, you want them to have a did to call that goes to an attendant that instructs them what to dial and how to
use it.
Let me know...

 

[NorstarExpert]

I have been to the site and discovered that their carrier (dial tone provider) is collecting certain DTMF digits and anaylyzing them for an unknown purpose, perhaps to access a line feature. This is interrupting the transmission of these digits in a consistent manner, thus causing the Nortar to malfunction.

Thanks to all for your input. It is greatly appreciated.

BTW, The "carrier" is Spectrum, with line extension to the site by Telect.