Partner II Sudden DND glitch

[Quest496]

So, I am not even remotely a programmer, however, as with many people in the non-profit world, have managed to become the person who handles the Voice Mail system. I am actually very good at (aka: not afraid to delve into the system) figuring out how to do things, however, I am coming up with a problem I need help with.

I have searched the forum and while there are a few old threads relating to this, I do not fully understand the technical language used and/or don't think it is exactly the same issue.

The Problem: Suddenly, with absolutely no changes to the physical phone, the line or the VM System, one of our employees is having a problem with the DND feature. When she presses the programmed DND button calls get re-routed to the Main Greeting instead of her mailbox. (causing a continual loop as the Main Greeting does not take messages.)

I repeat, no one has made any changes to her phone or the VM system.

I know the first question will be what version/release are you using, so I went into the system admin and this is what I got, though I don't know if there is something else I need to find in order for someone to help. Let me know and I will do what I can.

Release: 10.0 (this was actually followed by 20 or so zeros) 3SSSS (she could have been saying ffff, but after listening a few times, I think it was ssss.)
Version 2.95 March 24, 2003

Thanks so much, searching this forum has been such a great help in the past, but it seems as though I need to actually ask a question this time.
Let me know if I need to give someone more information.
Thanks
Jennifer

 

[Westi]

is there a voicemail box created for that user? some voicemail revert back to the company greeting if there is no mailbox for that extension, make sure that the DND is really DND (feature 01) and not a forward button (feature 11)

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[Quest496]

Thanks for the suggestion, I will double check in case soemthing reverted back without prompting. As of yesterday the DND button was correctly programmed and the voice mailbox was working properly. The mailbox still answers when the DND is not on and she simply doesn't answer the phone.

I am the only staff member who has access to the System Admin, and as far as I know there was no power outage or any such thing (we do have battery back-ups so that should matter in any case) that could have made the system revert back to default.

I'll check the programming on the DND button in the morning, but if anyone has any ideas of what else it could be, let me know.
Thanks Westi/Joe
Jennifer

 

[Westi]

it answers when there is no DND activated but doesn't answer when DND is on, that is the weirdest thing I have ever heard
to find the release on the phone system press Feature 59 and it will show in the display (for Partner ACS), I will sleep on the problem and see if I can come up with something

Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[TouchToneTommy]

The station may have Call Forward or Call Cover activated accidently. Cycle the power to the phone system and see if the problem clears.

I am very confused when you say

Release: 10.0 (this was actually followed by 20 or so zeros) 3SSSS (she could have been saying ffff, but after listening a few times, I think it was ssss.)
Version 2.95 March 24, 2003

Is this in reference to the phone system, or the voice mail? Do you know which model voice mail?

For a Partner II, if you can't get the release from the processor in the main cabinet, go off hook on a phone line. Press Feature and then dial "#1". You will hear a series of Touch Tones. Count the number of tones, and the pattern if there is a pause in them somewhere, then report that information here.

 

[Quest496]

Thank to both of you for responding. TouchToneTommy, I didn't think of it until you said you were confused, but yes, I guess the release and version information above is for the VM system, not the phone system.

That is exactly the kind of simple thing that throws me as a user, it didn't even occur to me that the two would be different. I've just always referred to it as a Partner II system (which I am now realizing I didn't include in my original post), I assumed that refered to both the Phone and VM.

Feature [5][9] does nothing on my display phones. Which is why when that didn't work, I went into the System Admin and heard the option to list the Version and Release numbers, assuming this is the information I would need to get help here. But it sounds like I need the Phone System information as well as (or instead of) the Voice Mail information.

I swear, there is nothing that makes me feel like an idiot more than this phone system! Again, I apreciate the help, I will check the cabinet and cycle the system in the morning. If the problem still persists when I power back on, I will try to give you all more info.
Thanks
Jennifer

 

[Dexman]

I'm wondering if the voicemail is even an AT&T/Lucent/Avaya product. I can't think of any one of the Partner models that had a release 10.

The O.E.M. voicemails greet you with something along the lines of (depending on which voicemail is being used) "Welcome to Partner Mail, Partner Mail VS or Avaya Partner Messaging" when you either press "INTERCOM 777" or a feature button programmed to dial the I 777 code for you.

I suspect that the voicemail system is an aftermarket model.

If it ain't broke, I haven't fixed it yet.

 

[TouchToneTommy]

Paul (dexman) is on the right track - I'd bet that it is an aftermarket voice mail, and there is a user setting, from within the mailbox, that causes calls to redirect when in DND instead of recording in the mailbox.

Log into the offending mailbox, and carefully go through the menus.

 

[Quest496]

So, it looks like her Call Transfer was indeed ON, though I do believe her when she says she hasn't changed so much as her greeting, let alone any settings, so I will chalk this one up to "ghost in the machine."

Again, it's these little things that make me feel like an idiot, I should have thought to go the simple route and just check her darn settings. Thanks guys.

Though this problem is fixed, I wanted to clarify for myself a couple of things.
1) the intcm 777 is simply the way to get into the VM system, when one dials/presses it, it just says "Please enter your password." So I am not sure what you were referring to, Dexman, if you think it neccesary for me to know if the future, can you please calrify?

2) I can't find anything that indicates how the end-user would program where Call Transfer takes their caller when they turn on that function. I know that as system admin I can program an extension to auto forward to another if, say, one person is out on vacation and they want their assistant to get all their calls. Am I missing something here?

3) If you guys don't mind, here is everything that could possibly be version and release information for either VM or Phone systems that I could find. If you could tell me what things I should keep on file (and how I should reference it) so I can give the correct information to this forum if I need to in the future, I would apreciate it.

As in original post (Found by login in to VM as Admin, pressing [4] for "System Administration", then [2] for "Version and Release Information":
Release: 10.0 3SSSS
Version 2.95 March 24, 2003

On the monitor screen at the physical location of the Phone System (in upper right corner)
VS Ensemble Voice Processing System
Partner II/ACS
Version 2.96 02/13
Release 10.00 03/24
Switch #144

Entering Feature [*][1]on a display phone:
4 beeps, pause, 3 beeps



Once again, I thank you.
Jennifer

 

[Westi]

to your number 1: Avaya voicemails greet you with the type that they are then ask for the extension number, PC based ones (most I know) ask for only the password by default but can set to also ask for the extension number
to your number 2 , you can check if you have permission groups for users then you can disable the feature to forward calls somewhere else, that would eliminate the possibility for users to go in and set something by accident it might be a hidden option that is not announced but can get accessed.

Your processor is a Partner II (roman numeral 2) R4.1
the ensemble voice processing is your voicemail and that is not Avaya it seems to be DuVoice


Joe W.

FHandw., ACS

If you can't be good, be good at it!

 

[Dexman]

TTT and Westi clarified things before I came back to the board (lol).

If the voicemail were an AT&T/Lucent/Avaya product, the first thing you would hear after pressing INTERCOM 777, or a voicemail access button, would be (depending on which voicemail system is being used) "Welcome to Partner Mail, Partner Mail VS or Avaya Partner Messaging".

If "Please enter your password" is the first thing you hear when you press INTERCOM 777, then the voicemail is an after market model. Westi seems to have pinned it down to a Duvoice.

If it ain't broke, I haven't fixed it yet.

 

[Quest496]

Thanks everyone, looks like I have my answers now. Hopefully I won't have to use this information again (i.e. won't have any more problems that I need to come to this forum about) but you know how it goes.

Thanks again for everyone's assistance.
Jennifer