Phone Calls going straight to voicemail

[sysadmin87]

I have had 2 employees tell me that they were informed that when someone tried to call them, the call went straight to voicemail. Is there anywhere to check to verify that this actually happened and determine what caused it?

 

[NYSTECH]

Call them and find out.

 

[Pepp77]

Check DND or that the users are actually logged in cause that is generally the only way for that to happen.

| ACSS SME |

 

[sysadmin87]

The issue was not consistent. After it was reported to them, we called their phone and the call went straight through.

 

[critchey]

They probably had left DND on and then realized it and turned it off.

The truth is just an excuse for lack of imagination.

 

[sysadmin87]

That is unlikely, we do not have DND programmed as a button.

 

[critchey]

There is a system default shortcode of *08 that would turn on DND(*09 turns it off). I think if you have feature enabled on the phones you can turn it on via that too. Never underestimate people playing with their phones.

The truth is just an excuse for lack of imagination.

 

[NYSTECH]

To answer your question. if they did not report it when it was happening, no way to go back and check unless you have some sort of call center application and they are gents you could run a report on them.

 

[Pepp77]

Nystech, how do you know they aren't ladies?

| ACSS SME |

 

[NYSTECH]

LOL My bad (agents)

 

[sizbut]

Frankly, unless you happened to be running a system monitor trace at the time there is no real way of knowing.

And without that, any suggested answers are just guesses unless we had a copy of the system configuration - otherwise there are just too many ways to configure scenarios where calls are routed to voicemail rather than ringing.

Stuck in a never ending cycle of file copying.

 

[nightlisa]

We have call logging turned on our 9611G phone hardware. So when these happen at our site, I can go to the phone and press HISTORY and check the timestamps, and compare it those on the voicemails.