Rings directly to voice mail

[msteletech]

I manage a mid siz company phone network - Option 61, Release 21 and Meridian Mail Release 13. There is ongoig problem on M2216 that when the customer enters extension number thru automatic attendant the call rings directly to the voice mail - not on the desk phone. Employee does not use call forward and is sitting at her desk when this happens. I changed the phone, outed and reprogrammed. Now it has started again, and the tech has no solutions. Any one heard one of this problem? Also, I there were other reports that the phone did not ring - the call went directly to voice mail. Any help with this would be great appreciated!!
DES B32
TN 020 0 13 09
CDEN 8D
CUST O
AOM 0
FDN 6415
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU OOOO
LNRS 16
XLST
CLS CTD FBD WTA LPR MTD FNA HTA ADD
MWA AAD IMD XHD IRD NID OLD VCE DRG1
POD DSX VMD CMSD CCSD SWD LNA CHNDA
CFTD SFD DDV CNID
ICDD CDMD MCTD CLBD AUTU
GPUD DPUD DNDD CFXD ARHD FITD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID
DDGA NAMA
USRD LULAD
CPND LANG ENG
RCO O
HUT 6415
LHK 1
PLEV 02
AST
IAPG 0
ITNA NO
DGRP
DNDR O
KEY OO SCR 6460 MARP
CPND
NAME SUSAN DAVIS
XPLN 11
DISPLAY FMT FIRST,LAST
O1 SCR 5460 MARP
CPND
NAME SUSAN DAVIS
XPLN 11
DISPLAY FMT FIRST,LAST
02 TRN
03 AO6
04 RDL 16
05 ADL 16
06 ADL 16
07
08 RDL 16
09 ADL 16
10 MWK 6415
11 ADL 16
12 CFW 16 3
13 ADL 16
14 ADL 16
15 ADL 16

 

[GHTROUT]

If this happens to "everyone" that is dialed thru the Auto Attendant, then the menu choice is "EM" when it should be "TS"

If it is just this one person that cannot be dialed, I'd want to test it myself (i.e. yourself) to listen to what is really happening after each of the callers key presses. For example, is there a menu choice 6 in the menu...so people are not really entering the thru-dialer?

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[PERRYPJ]

Why are you using a 2216 on a Non-Acd Application

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[msteletech]

Thank you for your response and hopefully this answers the questions:
1. Does not happen to everyone's phone only out of random - inboud calls only. I have heard - except for this one person it is more often.
2. Main auto attendent memu - "If you know the extension of the party you are trying to reach you may dial it any any time."
Thru-Dial Definition
1006 ThurDial 6XXX
3. This sytem was purchased with many 2216's phone (package deal), and our sales team only use Plantronic headset. The contractor programmed to use these phones throughout the company, management uses M2616.

I did test calls inbound and could not create the problem. They did say it only happens when it is an outside call and randomly.
I appreciate your interest.

 

[GHTROUT]

I notice quite a few edits to the phone TN you posted. No problem for privacy, but just as long as you have not added any text like MARP, CLS values, removed any ACD keys, MSB keys, changed the LHK value, or HUNT to the point that it would throw off our advice.

2216 phones are fine, if they came with the resale of the system. The one issue that does raise is "they are always off hook" which means users would not hear a ring, but rather one burst of buzz tone on incoming calls.

You might just have a case of "missing the call that came in"

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[msteletech]

Hi- Thank you for your response. I did not change any # info, just sent the response message. Someone highlighted and underline words that acutally reads better. I would only be happy to know if there was an error on the programming so I could fix it! I have discussed with the employee if the headset is on they will only get one buzz. I agree that it can be case of missing the call from various reasons: on the first line and did not hear buzz, busy with conversation nearby and noisy, and also if the third call arrives, when she is on the phone and the second line is ringing - the call is sent directly to voice mail.

 

[GHTROUT]

The underlining is done by TekTips as a form of advertising and sponsoring. I meant the "Phone TN" you psted (the zeros were changed to the letter o, the CLS is missing text, little things like that. Maybe it's the terminal emulation you use to talk to the TTY port on the phone system.

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[msteletech]

Correct, it is the terminal that displays the details that I copied from printout. Thank you.

 

[PERRYPJ]

Change FITD to FITA, when it is set to FITD the set will only ring one time if there on the first line. Fita will ring the full amount before going into Mail, using headsets they may be missing the call.

OLD ROLMEN WORKING ON NORTELS AND AVAYA

 

[msteletech]

Hello, thank you for the response with the FITA and that is good to know feature which I have introduced the option to the salesperson. Within week I had to change it back due that there were too many rings while on the phone.

 

[GHTROUT]

PERRYPJ has the right trick, but the problem is your release doesn't have the enhancement that came out in Rls24:

CLS BUZZ (that's the normal setting)
CLS RNGI Apply ringing when idle but off hook
CLS RNGB Apply ringing when idle and off hook and/or busy on the other line

You would have wanted CLS RNGI - then it wont ring while actually talking....only when "idle"

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[msteletech]

Another setback not having the basic options, and thanks for the features. I did have request from executive to have no ring on the second line while on conference call; so I changed the key 01 from SCR to SCN. Only flashing pointer, and that was hit with few executives! Well back to no ring on phone will remain a mystery or user malfunction.