Voicemail on pickup group

[khal2nen]

First of all, I want to apologize for my inexperience with this system. We have a norstar modular ICS, and I have been working with it for about 6 months so far. We have 2 secretaries that have access to 6 lines from our PRI, and when both phones are tied up or no one answers the calls are directed to secretary 1's voicemail.

Recently we had another secretary start, and I got another phone up and running with the same lines. The issue is that when calls aren't answered or everyone is busy, the calls are now directed to secretary 3's voicemail.

I know this isn't a ton of information, but is there a general place I can look to start mapping out how calls are routed? I can gather any information needed, but just need a starting point.

Thank you so much in advance!

 

[phoneguy427]

It's possible the new phone has the number of rings for forward no answer set lower than the others, turn of FNA if it is on, then try calling in. You could also look at forward on busy, clear that as well if it is set. This is the initial place to look first.

http://www.linkedin.com/in/Phoneguy427

 

[curlycord]

I agree "Forward No Answer" or "Forward Busy" conflict but also make sure they have 2 Intercom keys or more if you want them to be able to answer more than 1 call at a time.

I usually make the Target Lines as "Ring Only" then add 2 Intercom keys, this allows to add more feature buttons instead of Line Appearances which are useless with PRI/VOIP.

You could also consider using hunt groups too.
In Hunt Groups programming add Members (sets in your case) then those Target Lines.
HG's can hunt to another HG and so on in case you want to make recpt1 ring 15 secs then ring the other 2 afterwards.
HG's ignore the sets "Forward No Answer" or "Forward Busy" settings.
Setting the HG's "Overflow" to the voice mails DN (F985 to see it) will put the call into the General Delivery mailbox.

If you go the HG method then remove the Target Lines from all the sets.


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http://www.curlycord.com

Toronto, Canada

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