Partner ACS/Voicemail not transferring calls properly

[NiceRing]

This is my problem:
When calls come in after hours, the callers hear the AA night mode message correctly. But when they choose ANY of the extensions, all they hear is "your party is unavailable, to transfer to another extension, press *8 or press 0 for the receptionist".
But IF you DO press *8 and choose that same extension again, it works perfectly. Also, if you internally transfer any calls to one of the extensions, the voicemail picks up on a No Answer just fine. Also, if you make an intercom call to another extension, the vm picks up on a no answer, as it should. So the problem is just on the initial AA greeting, none of the extensions chosen go to their mailboxes.
Is it something in #505?? I am not sure which extensions should be in there.
this is an ACS with a 5 slot carrier. 4 308 cards in slots 1-4. Large voicemail card/12 mailboxes.
It has worked for quite a while in the recent past, just failed a few days ago.
Note: AA is not used at all during the day.

 

[TouchToneTommy]

What are the selector codes of the AA set to? Perhaps an invalid extension number? They need to be Direct Extension Transfer, so that it will listen for the 2nd digit once it's received the 1st digit, and then do the transfer.

 

[NiceRing]

I thought of that. I checked the selector codes and they are not set up. 1 is not set up as a selector code at all.

 

[TouchToneTommy]

All right, let's step through it.

-Automated attendant answers and plays its greeting
-You press 1, the greeting stops playing while it is waiting for you to dial another digit
-You press 1 again, and the call rings through to Ext. 11
-After 3 rings at Ext. 11, instead of the mailbox assigned to Ext. 11 answering, you get a canned message that says "Your party is unavailable, to transfer to another extension, press *8 or press 0 for the receptionist"
-You now dial *811 and the call transfers again to Ext. 11, and after 3 rings the mailbox assigned to Ext. 11 answers and takes a message

Just trying to be sure I know what you are dialing when, and how the system is responding.

 

[merlin1942]

For the #505 there should only be x78 and 79 no others

 

[NiceRing]

TTT. You are saying this happens even if there are no selector codes assigned?

Again, none of the extensions chosen are transferring to the phones. Or mailboxes.
You are close, but I am just dialing any of the extensions and get that same canned greeting. I will check to see if the greeting stops after just dialing 1.

Merlin, will double check that. Interesting that when you look at #505 and hunt group 7, it does not show you what data is already programmed there. Is that correct?

Will be onsite to check out further, customer turned off the AA since it wasn't working, so I can't check it remotely now.

 

[TouchToneTommy]

I am actually asking YOU to tell us the exact sequence that is happening, so that we can figure out where it is going wrong.

#505-7-(Extension Number) will show you on the 2nd line if the extension is assigned or not assigned. Using the Next Item button will allow you to start at Ext. 10 and step through all of the extensions until you come back around to Ext. 10 (except for Ext. 76, which you must enter manually)

 

[NiceRing]

Thought I did that in the first thread.
Again, if there are no selector codes set up, entering a 1 as the beginning of an extension should not be an issue, it seems.

 

[TouchToneTommy]

So when you press the 1st digit of a 2 digit extension number, does the AA greeting stop playing?
Does it collect the 2nd digit, or does it start transferring on the 1st digit?
Does it transfer to the correct extension that you keyed in?
Does that extension ring with the transfer, or is it in DND?

 

[NiceRing]

1. Dial in from outside
2. Night mode message answers.
3. Caller enters 1 digit, 2 digits, any digits, same result. Canned greeting "your party is unavailable"
4. yes, AA grtg stops on first digit, there is silence and then you get same "your party is unavailable"
5. There is nothing that says "your call is being transferred"

It appears the caller is not being transferred at all or transferring to a mailbox that is not initialized that is picking up all the calls FIRST, hence the ogm "your party...."
But there are only TWELVE mailboxes, and I have verified every one of them has an ogm.
This system does not seem to have alternate greeting options for individual users.
I have verified that none of the extensions have VMS cover unless they have a mbox.
I have checked all of the selector codes, none in use.
#505 has 78 and 79.
I thought it might be a phone in DND also, what is the feature code to cancel DND.
The AA NEVER transfers the calls on an incoming call.
Only internally or with a *8 on the AA greeting.

There are quite a few active jacks that no longer have phones plugged in, but none of the unused extensions have mboxes.

I am stumped.

 

[TouchToneTommy]

I think it's time to do a factory default of the voicemail card and start over, as it seems to be corrupted.

 

[Telecomboy]

I think your issue is you say selector code 1 is not being used. Is that what it says when you go to the admin for selector codes? If so, you need to change selector code 1 to "direct extension transfer". That is your problem.