Transfer does not send to V-Mail

[TheCardMan]

Partner ACS R6: When transferring a call, the call rings at the destination phone and after about 6 rings it returns to the transferring station. I have the Voice Mail Card in the system with AA set. My test call was calling through Auto Attendant, pressing 10 for Direct Extension Transfer, when she answered she transferred me to ext. 14 and it rang 6 times and returned to Ext 10. It is suppose to go to voic email if unanswered. I check the programming and the Automatic VMS Cover is Assigned. What else could it be?

 

[itpphoneguy]

Hi,
If transfer return rings are set lower than vm cover the call will transfer return or go to "10" before the call is sent to vm. The other thing to check is if both vm ports are busy. The vm can not answer the call at that point.
-Chris

 

[TheCardMan]

Thanks Chris

I just looked at the settings, On the System General Paramaters Settings the Transfer Return Rings is set to 4. On the Extension General Paramaters Settings the Call Coverage Rings is Set to 2, VMS Coverage Rings is set to 3.

 

[itpphoneguy]

Hi TheCardMan,
That sounds like factory default (okay). Check that both ports 78 and 79 are in hunt group 7, no other extensions allowed. (#505, 7 ....) Call each port (78,79) to be sure they answer. Program each port on a button with lights and watch as you test again.

-Chris

 

[TheCardMan]

I did a test this evening, knowing that no one was in the office. I called the main number, Auto Attendant Answered, I pressed 13, I was transfered to extension 13, after 5 rings I recieved the voice mail for that person. So voice mail did pick up when AA transfered the call but after 5 rings.

 

[itpphoneguy]

Do you have call coverage for these extensions active anywhere? That would give you five rings. If they are useing AA during the day and they get busy, you may find both vm ports tied up. No vm coverage then, or attendant.

I normally recommend a four port vm for a "non-dead" office with AA as I get burned when the attendant or vm does not work all the time. Even when the customer has been forewarned.

-Chris

 

[TouchToneTommy]

Do you actually have a mailbox for Ext. 14? A 4-box card will have default maiboxes for 10-11-12-13. If you have VMS cover for an extension, but no actual mailbox, it will end up back at ext. 10.

 

[TheCardMan]

Yes, there is a mailbox for x14, I just tried it through auto attendant and it went into the mailbox after 5 rings.

I am using the Voice Mail PC Card, Large Version. It is set for 10 Mailboxes.

One other issue is I can not dial into the system with PC Admin using the Auto Attendant. What needs to be set up for it to do that? I can not dial 76 at the AA prompt, tells me it is not valid.

I want to try to extend the number of rings for Transfer Return Rings. To see if that's the issue with internal people transfering calls and getting them back without going to VM.

-Joe

 

[itpphoneguy]

Try dialing *8,76 from the attendant. Or, add X76 to hunt group 6 and dial 776 from the attendant.
You didn't tell me if there is call coverage for that extension on any other phone.

-Chris

 

[TheCardMan]

Chris - the *8,76 worked perfectly, Thanks!!

Now, back to the transfer issue. I changed the Return Transfer Return Rings is set to 7 on the System Parameters, on the Extension side: Call Cover Rings is set to 2, VMS Cover Rings is 3, Transfer Return Extension is 10 and Automatic VMS Coverage is NOT ASSIGNED.

I get to the individuals voice mail box if I select thier extension in Auto Attendant (rings the station and if they do not answer it goes to VM)

But when an Internal extension transfer a caller to another internal extension it does not ring to voice mail if not answered. Now it just keeps on ringing.

I put a VMS Transfer button on the persons phone (ext 10) and I had her try pressing that and the extension and the call went right into voice mail as it should.

Seems to be only a internal station to station transfer issue.

Any thoughts?

 

[itpphoneguy]

Well, there's your answer. Automatic VMS coverage needs to be assigned for a call to go the voicemail when the extension called is busy or does not answer.

-Chris