Nortel Norstar Voicemail 4.0 Phone Tree Not Working

[DustinF]

I've recently become in charge of operating our office's Nortel Norstar phone system. I changed the original voicemail greeting over the holidays to let callers know we were away for a week. Upon returning, I changed the original voicemail greeting back.

Here's the problem - when the main phone is not answered, callers press a number on the keypad to the corresponding department for which they would like to leave a voicemail. Pressing any of the numbers on the keypad does not lead to the desired department, but rather continues to read the options without transferring. Is there a potential solution to this problem?

 

[curlycord]

Departments would mean they press single digit options ie press 1 for Sales
User would mean they have to press their extension number ie. 223

If it's for users maybe you disable DN dialing in the Table.

You didn't mention the steps you took to change the greeting as there are many places/ways to do that.
Offering full details helps!

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[DustinF]

My mistake: let me be more clear.

The caller would press "1 for department A" "2 for department B" etc...

The steps I took to record the voicemail greeting are as follows:

1. Press 'feature' and enter '983'
2. Enter the System coordinator Mailbox number and password, then press 'ok'
3. Press 'AA'
4. Press 'Greeting'
5. Press 'Greeting'
6. Enter the greeting number to be recorded and press 'ok'
7. Pres 'REC'. At the tone, record your greeting. Do not hang up the receiver when you have finished recording.
8. Press 'ok' to end your recording.
9. To accept the recording, press 'ok'
10. Press 'release' to end the programming session.

Hope this helps.

 

[curlycord]

Sort of....looks like you were nowhere near going into Table to disable the CCR Tree or the DN Dialing.
I suggest to go in there anyway and check.
To enable a Tree it wants a digit such as 1 as there is no Enable key.

Also when logged at the main screen press 4 to make sure Voice Mail is set to Yes (Y)
And go into AA then press 1 to make sure Touch Tone Gateway = None

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[DustinF]

Thanks again for responding.

I have enabled the tree: the CCR that I recorded is read aloud, yet the transfer pathway assigned to each option is not working.

Voicemail is set to Yes (Y)
Touch Tone Gateway = None
Still, the transfer does not work.

I appreciate the help.

 

[curlycord]

Is it just the single digit options not working?
Can you enter in ext numbers and they work?

Did you try a reboot? powering down, wait 10 seconds then power back up

When you lo in press 9, what version software do you see?
2.0 had a DTMF bug, I wonder if you awakened it.
A patch fixed it but just upgrading software to 3.1 would fix it too.



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[DustinF]

Correct: when the caller hears the CCR tree, the list of options appears, but pressing the number they desire does not transfer them to that extension.

I have not tried a reboot. Will update after I do.

Software version is 4.0.04A.

 

[curlycord]

You have a Norstar NAM 4.0 for voice mail.....that's old.
This might be the sign of a failing hard drive since settings look fine.
It is possible a reboot will fix the issue but when rebooting it is also possible it may not come back up.

Best to post the software version in the KSU for options if it does not come back up.





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[DustinF]

Yeah, our voicemail system was installed in 1998. We are trying to wait as long as possible before replacing it.

An interesting update: once the CCR tree is activated, some callers are able to be transferred to the desired location, while others are not able to be transferred after pressing the button on the dial pad. With a sample size of 20 people, five people per major network carrier, it appears that AT&T does not transfer the caller while all other networks do.

 

[curlycord]

Then AT&T has a DTMF issue.
To prove it's AT&T issue a tech would pull a jumper off the KSU and replace/borrow it with the one of the working carriers lines and make a test call.
If it works then that proves the system is fine and to put in a ticket with AT*T.


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