Transfers from external calls do not go to voicemail 2

[jsuazo]

I have an IP Office 500 system version 5.0(8), Voicemail Pro version 5.0(21) with 6 ports, and AVAYA 5420 phones.

When a user transfers an external call and the target user does not pick up the phone rings through its 30 second timeout then rings the hunt group but it never goes to the users voicemail.

Voicemail picks up fine for for internal transfers.

The method the users use to transfer is “transfer button > extension > transfer button”

What do I need to modify for voicemail to pick up external transfers?

 

[amriddle01]

I imagine you have forwrard calls on no answer for those users but not set it to forward internal calls, this means internal calls will ring for 30 secs then go to VM (no answer time) but external calls are set to forward on no answer after 30 secs to a group. So it will then ring user for 30 secs then the group for 30 secs before going to the users VM. Have you let it ring for more than a minute to trest this, it's normal functioning

 

[amriddle01]

Sorry for the typo's

 

[jsuazo]

I just tested a user that has "Forward On No Answer" unchecked & "Forward Internal Calls" checked and greyed out. This is currently the settings for all users.

The line rang for 30 seconds then went to the hunt group. The hunt group rang for 1 minute & 30 seconds before I hung up. It never went to voicemail.

 

[amriddle01]

Perhaps you have programming in the users start points that instructs the vm not to answer external calls but this is not the default, what does monitor show?

 

[amriddle01]

Also the fact it is still going to a group after 30 secs when you say forwarding is off would suggest some programming in VM Pro

 

[jsuazo]

In VM Pro the only entry under "Specific Start Points" is for Customer Service and that is just a business hours test condition to either ring the hunt group or go to voicemail.

There are no individual user start points.

External calls go directly to our customer service hunt group. When I call in they answer and transfer me to the requested extension.

Here is the log info for the transfer and switch to the hunt group:

3739643810mS CMTARGET: 2.3.1 100438 Alog Trunk:2: TimerExpired cause=CMTCCoverageTimeout
3739643810mS CMTARGET: 2.3.1 100438 Alog Trunk:2: GetNoAnswerTimer:30
3739663810mS CMTARGET: 2.3.1 100438 Alog Trunk:2: TimerExpired cause=CMTCNoAnswerTimeout
3739663810mS CMTARGET: 2.3.1 100438 Alog Trunk:2: Retarget NOANSWER EXCEPTED=00000001 ValidTargets=1
3739663811mS CMTARGET: 2.3.1 100438 Alog Trunk:2: Retarget on target_cfg_user=J Suazo
3739663811mS CMTARGET: 2.3.1 100438 Alog Trunk:2: ADD USER: J Suazo depth=1 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeDefault) incl(0x1) excpt(0x4f), allow_redir(0) remote=00000000
3739663811mS CMTARGET: 2.3.1 100438 Alog Trunk:2: Set Coverage HG NULL->Production (USER J Suazo)
3739663812mS CMTARGET: 2.3.1 100438 Alog Trunk:2: VM targeting failed. Remaining on final target J Suazo
3739663812mS CMTARGET: 2.3.1 100438 Alog Trunk:2: AddHGTargetCoverage Production
3739663812mS CMTARGET: 2.3.1 100438 Alog Trunk:2: ADD USER: J Suazo depth=2 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeCoverage) incl(0x1) excpt(0x7f), allow_redir(0) remote=00000000
3739663813mS CMTARGET: 2.3.1 100438 Alog Trunk:2: ADD USER: Production Room depth=2 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeCoverage) incl(0x1) excpt(0x3d), allow_redir(0) remote=00000000
3739663813mS CMCallEvt: 0.601167.0 -1 BaseEP: NEW CMEndpoint f58262d8 TOTAL NOW=12 CALL_LIST=5
3739663813mS CMCallEvt: 0.601167.0 -1 Production Room.-1: NEW CMExtnEndpoint f58262d8, Name=Production Room, Extn=710, Phys Extn=210
3739663815mS CMTARGET: 0.601167.0 100438 Production Room.0: ADD PRIMARY
3739663816mS CMTARGET: 2.3.1 100438 Alog Trunk:2: ADD USER: Comm Rack depth=2 disallow_cw=0 dnd=0 real_call=1 group_call=0 type(CMNTypeCoverage) incl(0x1) excpt(0x3d), allow_redir(0) remote=00000000
3739663816mS CMCallEvt: 0.601168.0 -1 BaseEP: NEW CMEndpoint f57d1e44 TOTAL NOW=13 CALL_LIST=5
3739663816mS CMCallEvt: 0.601168.0 -1 Comm Rack.-1: NEW CMExtnEndpoint f57d1e44, Name=Comm Rack, Extn=709, Phys Extn=204
3739663818mS CMTARGET: 0.601168.0 100438 Comm Rack.0: ADD PRIMARY
3739663819mS CMTARGET: 2.3.1 100438 Alog Trunk:2: GetNoAnswerTimer:30
3739663819mS CMTARGET: 2.3.1 100438 Alog Trunk:2: GetNoAnswerTimer:30
3739663820mS CMCallEvt: 0.601167.0 100438 Production Room.0: StateChange: END=T CMCSIdle->CMCSOffering
3739663820mS CMExtnEvt: Production Room: CMExtnHandler::SetCurrent( id: 0->601167 )

 

[amriddle01]

Then you have prgrammed the group into the coverage group of the user (User > Telephony > Supervisor Settings > Coverage group , this stops it going to voicemail, you need to use forward on no answer then it will go to voicemail after having rung the group

 

[jsuazo]

(User > Telephony > Supervisor Settings > Coverage group , this stops it going to voicemail

This was the problem. Thanks!

 

[CarGoSki]

hmmm.. good tshoot amriddle.

star for you.

 

[amriddle01]

Thanks Carlos