Norstar with NAM, DID forwards to AA not VM

[daplaza]

We just installed a new NAM with voicemail and SymphonyII ACD. All works well but when dialing a DID from outside, the call goes to the AA on a Fwd no Answer instead of the voice mailbox of the user. Dialing the extension from inside or selecting it after the AA picks up works correctly and the call goes to the VM. It appears that the problem only occurs with the DIDs. The lines are deliverd via PRI. The AA is only set to answer lines 145 and 245. The target line in this example is 166. The phone system was already in operation with a smaller NAM with VM and AA but no ACD. At that time, everything worked correctly. Any ideas?

 

[lowradiation]

Have you assigned line 166 to 'ring only' or 'appear&ring' on the users extension as well as making it the prime set for line 166.
Also check service modes - Night service may be sending the calls to AA if the control set is still at default (usually 221) for the target lines. The calls would be going to AA immediately though.

 

[daplaza]

Yes, The line is set to ring for that set, and it does. However, if the person does not pick it up by the 4th ring, it goes to AA. You never hear the 2 tone transfer to voicemail either, the call just stops ringing and the AA picks up. The really wierd thing is that this only happens with the DID, if you call the extension internally or externally through the AA, all works correctly.

 

[CoastalComm]

Have u checked the DRT and the DN that is assigned to it.

 

[daplaza]

The solution: As it turned out, it was a software problem that was fixed by a patch from Nortel to fix a problem with the redirector. Thank you for the responses

 

[jerryreeve]

what were your software levels on both the norstar and the NAM. For future reference if I see this again I would like to have the cross-reference for what needs fix. JerryReeve
Communications Systems Int'l
com-sys.com