Phone rings when dialed internally but does not ring when dialed externally.

[PhoneDudePHX]

So I have a phone at one of my off sites that the phone will ring when someone dials the extension (668) directly internally but when the number is dialed like someone from outside the office the phone does not ring at the phone (you hear ringing as the caller) then dumps into the general delivery mailbox (tied to the main line). I hope this makes sense, there is no remote access to the site and it is a 4.5 to 5 hour drive from where I am. Any help would be greatly appreciated. Thanks.

 

[allworxguy]

Reboot the voice mail.

Marv ccna

http://www.telemarv.ca

Sales, Installation & Service for Norstar, BCM, Samsung & Allworx Serving Ottawa and Eastern Ontario since 1990

 

[vtphoneguy]

Which phone system/voicemail do you have at this site? Does ext.668 have a DID assigned to it or are you attempting to reach that extension through the auto attendant?

 

[PhoneDudePHX]

The switch is a Norstar MICS with CallPilot 150 VM. the ext 668 is the DID and no not going through an auto attendant.

 

[vtphoneguy]

Is the Target Line for DID 668 set to Appear & Ring at the extension? Have someone at the site watch the phone while you dial the DID and see if one of the buttons flashes.

 

[PhoneDudePHX]

Don't know if the line is set to Appear and Ring. Had a local user test and there are no flashing buttons when the 7 or 10 digits are dialed.

 

[vtphoneguy]

Could be the Target Line is not programmed correctly or the phone does not have the target line assigned to it.

Has this just recently stopped working?

 

[PhoneDudePHX]

I don't really know when the issue started. This phone was on a different desk and was in daily use until 2 years ago when that user left the office. This phone was moved to a different desk recently and that is when the issue was discovered. I thought it might have been an issue with moving the phone from one desk to aonther so I had my onsite person move it back to the original desk to see if that solved the problem. Moving the phone back did not solve the problem.

 

[vtphoneguy]

Verify that the Target Line is assigned to the extension as either Appear & Ring or Ring Only.

 

[PhoneDudePHX]

Thanks vtphoneguy. Could you maybe provide the steps to go through on the phone so that I can verify the target line is assigned to the exension as appear and ring or ring only? The phones in the office are Nortel T7208's.