Not routing to voicemail as expected

[autoint]

Hey there,

We recently started having trouble with voicemail on our main (operator) extension. When dialing 0 internally or calling our public number from outside:

[ol 1]
[li]If a receptionist/operator doesn't pick up, it rings several times, then:[/li]
[li](internal) phone display reads, "701 VOICE MAIL" and no-answer greeting is heard[/li]
[li]after the no-answer greeting ends, there is a brief delay (no beep indicating an opportunity to leave a message)[/li]
[li]after the delay, I hear, "you are being transferred to the operator."[/li]
[li](internal) phone display very briefly flashes, "held by 701"[/li]
[li]then rings 200 several times[/li]
[li]then internal phone displays, "701 VOICE MAIL" and a leave-message ding/beep is heard, and the caller can leave a message[/li]
[/ol]

Normally, the caller would be able to leave a message at the end of step 3 above. I'm not sure what changed or how to change it back. Any suggestions?

Thanks in advance!

 

[kwbMitel]

What key is ringing on the initial call?

What key is ringing on the 2nd call?

It soulds to me as if the Main Auto-Attendant greeting has been recorded as if it will take a message and that only the 2nd time thru does it actually reach a true mailbox

**********************************************
What's most important is that you realise ... There is no spoon.

 

[autoint]

Hi kwbMitel,

Thanks for the response! You're uhhh...prolific on this forum Which is great!
Sorry, but I'm not sure what you mean by "what key is ringing..." Not trying to be a prick or dense, but my mind went to A B C D E F G (musical keys). Do you mean physical keys (buttons) on the phone?
Not sure if this helps, but if I call 200 directly (internal), I hear several rings (200 on display), then 701 VOICE MAIL appears on the display and I hear a leave-message ding. In case it helps, range programming screenshot for mailbox 0:

 

[autoint]

Still haven't managed to get to the bottom of this. I was convinced it's a configuration problem and restored a backup from well before the problem started. It made no difference. I since restored a backup taken immediately before the old backup was restored. I see nothing configured (superkey functions) on the operator's phone that I think would cause this. Stumped...

 

[kwbMitel]

Ok, sorry I lost track of this one.

What I meant in my earlier response is that you make sure that you observe the keys on the phone when it is ringing in each case.

When you dial zero to ring the reception it may ring a different key than when the voicemail dials zero.

In fact I would bet this to be true.

**********************************************
What's most important is that you realise ... There is no spoon.

 

[autoint]

I recently had more time to work on this.

We have a hunt group 750 (type Voice), that is the Non-dial In Trunks Answer Point - Day, for our analog trunks. Phone keys get programmed for Multicall 751, 752 and/or 753. 751, 752 and 753 are added to hunt group 750. The operator phone is programmed for 751, 752 and 753. These keys ring for inbound calls. The operator phone also has an "operator" button programmed for 0 / Ring Cont, and extension button programmed for 200 / Ring Cont.

I think changing mailbox 0 from Mailbox Type: Extension, to Message Only, mostly does what we want/need. Now, for outside callers, if there is no answer, the system greeting plays. After the system greeting, the caller is transferred to mailbox 0 (no greeting set on that mailbox) and the leave a message tone is heard. The caller hears neither ringing nor "You are being transferred to the operator", when being transferred to mailbox 0. This is what we wanted. But there is a delay (~4-5 seconds) between the end of the system greeting and the leave a message tone. Any suggestions for reducing the delay? I would like if callers could leave a message almost immediately after the system greeting plays.

Thank you!