Trunk Call being routed to Voice Mail

[startech123]

I have a MICS that was originally installed (by someone else) that uses PRI service. There's also a Call Pilot 150 Voice Mail System attached.
On this system, the Receptionist (ext 3950) was targeting PRI line 147, which is the published commercial number for this organization. The line did not go to the Auto Attendant, but went directly to 3950. Later, when the Receptionist position was abolished, they left station 3950 in place (and working), and someone programmed that line to Appear and Ring on several other stations; some of which were programmed to send unanswered calls to voice mail. Note that station 3950 is not programmed to send calls to the Voice Mail System, but now, if the line is not answered after 4 rings, the call is being routed to Voice Mail, and the caller hears "The person you are trying to reach is not available.....etc. Any ideas on how the call is getting sent to the Voice Mail System?

 

[curlycord]

1. How do the other sets ring? 157 A&P or Answer DN for 3950? or other?
2. For any sets that are told to ring with 157 one of them
A. has FNA to Callpilots DN
and
B. has no mailbox anyway behind it hence "not available"

Also check what the Prime set is for 157 and check the DRT settings/timer.





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[startech123]

Thank you for the quick response curleycord. I haven't worked with PRI's on the Norstar systems, and I got lost on the Target Line issues. I "scanned" the line assignment on 3950 and found that line 157 was a target for 4 stations, but I couldn't figure out how to backtrack to see which ones. However, with that aside, I'll check the ringing on the stations that were added, but I'm pretty sure they were just set to A&R. Also, some of the stations that were added did not have voice mail. That's probably where the "unavailability" is coming from.

However, given the scenario as described, where a trunk (PRI, LS, GS... whatever) is not going through an Auto-Attendant, but is set to A&R on multiple stations.... which station (or what setting) determines how the call is handled if it is not answered or is busy? It seems as if all the ringing stations would have an equal shot at telling the line what to do, but obviously that can't be true. Something (somewhere) is controlling the process. Is it settings in the Line Assignment? Does the call flow follow the programming of the Prime Set? I'm going through a real brain-dump on this, so any clarification would be appreciated. Thanks in advance for you assistance.

 

[curlycord]

Based on the info looks like one of those forward sets has CFNA programmed so change it to NONE.

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[startech123]

Thanks. I'll try that.

 

[curlycord]

one of those forward sets"

*I meant one of those four sets.


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[startech123]

Thanks for the clarification curleycord. I was going to start with the target lines. It should be just a matter of going through the nuts and bolts to find the offending DN.