Strange Partner Mail VS behavior after power outage 2

[supportgirl]

Good afternoon everyone,

I would first like to apologize in advance for my questions if they seem trivial, however prior to a power failure we experienced last Thursday, the extent of my knowledge of our system was basic system set up and my own voicemail retrieval.

As I mentioned, we experienced a prolonged outage last week that affected our Partner Mail VS Release 5 Voice Messaging System. After pouring through manuals (and some significant trial and error) we have been able to get our system back up and running with a few minor quirks that we have not been able to resolve. I'm hoping maybe someone might be able to point me in the right direction.

1. Previously when a call was received from an outside line, it used to ring on Extension 10. If it wasn't answered, it would go to the Automated Attendant. Now when a call is received from an outside line, it is ringing Extension 11 instead. Can this be easily changed to ring back to Extension 10?

2. When we pick up a call that has been transferred to Extension 11 from the automated attendant, we immediately hear the dial tones for the main number as if it is re-dialing the number.

3. We have set up the Night Service button on the Extension 10 phone, but it does not seem to work. Instead it seems to be going through a Hunt Group. We have tried going through all of the Hunt Groups and ensuring that only Hunt Group 7 is active, but have had no luck.

Again, I apologize in advance if the answers should be obvious, but it's been a long week. Any suggestions or tips you might have would be greatly appreciated!

Kind regards,
supportgirl

 

[TouchToneTommy]

You don't have the extension numbers for the voicemail ports in hunt group 7, and you have added extension 11 there.

There are several parameters that need to be set. The first one depends on the exact sequence of the modules in your phone system. Please list out the modules in order from left to right, so the correct extension numbers for the voicemail ports can be determined. Also tell us what the PC card in the voicemail system says, as to the number of ports (2, 4, or 6)

With that information, we can advise on how to program the voicemail ports, set the lines to be answered by the auto attendant, the phones that will ring or not ring, the night service setup, etc.

 

[supportgirl]

Thanks very much for the response!

I checked on the parameters you specified and have included them below. The sequence of the modules is as follows:

206E Module R4.1 (Labelled Extensions 10-15)
206E Module R4.1 (Labelled Extensions 16-21)
Processor Module R4.1
Partner Mail VS Module R5.0
206E Module R4.1 (Labelled Extensions 28-33)

I also verified the the PC Card is a 2 Port Card with Backup & Restore.

Thanks in advance!

 

[TouchToneTommy]

OK, your voicemail port extension numbers are 26 and 27.

To get into System Programming, at Ext. 10 or 11, press Feature, dial 00, then press the Left-hand Intercom button twice

Now dial #505-7-26-1, and the display should say

Hunt Group 7 26
1 Assigned

Do the same for #505-7-27-1

Now, dial #505-7-10 and look at the bottom line of the display. It should say

2 Not Assigned

If it says 1 Assigned, press 2 on the keypad to change it.

Start dialing #505-7 and 11, 12, 13, etc, and do the same.

ONLY 26 and 27 should say Assigned, all the others from 10 to 25, and 28 to 33 (and if the center module says Partner II, 34 through 57) need to be set to "2 Not Assigned"

Once you have done that, see if everything performs properly, if not, post back and we can help get the lines assigned to the auto attendant, and the number of rings before answering, and the night service.

 

[supportgirl]

May I just say that you are BRILLIANT!

I did exactly as you suggested and found that extensions 10, 11, 14 and 24 were all set to assigned. I ensured only 26 and 27 were assigned and lo and behold it works! The correct extension is now ringing for external calls, the automated attendant is correctly picking them up on the second ring, and we are not getting any forward dialing when extension 11 is transferred from the automated attendant. We also quickly tested the Night Service that we had previously programmed, and it is now behaving as it should.

I believe you have resolved everything we could not. Thanks again for your time and assistance... it is greatly appreciated!