voip calls going directly to voicemail

[azrael2000]

Hi All.

Have an interesting problem here. Maybe someone has encountered this before.

My customer has voip trunks and regular analog trunks.

When the customer is calling via 4 digit dial goes over voip trunk goes directly to voicemail.
If you call over regular trunks the call completes normally.

The funny thing is this: I put a softphone on a computer on their network, and can dial and complete PROPERLY EVERY time and every extension I try. I get the appropriate number of rings, etc. I can do the same when I call from external lines into the system.

I have put the softphone on different BCM's in the customers network all with the same result.

Any ideas?

Regards

 

[Firebird Scrambler]

Have you removed the Prime and control DN's from all the VOIP lines?.
This might be where your problems are.

Also check in call pilot to see if any of the lines are set to go into voicemail.


Firebird Scrambler
Nortel Meridian 1 / Succession and BCM / Norstar Programmer in the UK
Advance knowledge on BCM support

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

 

[azrael2000]

Hi Firebirdscrambler.

thank you for the response. I will be checking these things; however I still have the question why when I dial 4 digits from one bcm to another does the call complete normally (i am using a softphone), yet from the phones on the far system itself, they don't complete properly.

Regards

 

[telcodog]

Have a look at your target lines on the receiving BCM. Inbound calls on a non-MCDN environment will use the Public Number.......not the Private Number field.

 

[azrael2000]

When I look at the public number, it matches the extension on the sets. So it looks like that is ok.

The line type is public.

Regards

 

[telcodog]

great if they match.....but are they assigned?

 

[curlycord]

call goes to voicemail"

I gather you mean mailbox?

Which BCM rls?

Also check all Ring Groups and remove any unwanted voip lines and/or Callpilots DN.


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Toronto Canada

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[azrael2000]

Hi curlycord.

It is a BCM50 r5.

I noticed it wasn't patched current, so that is my next option. However I figured I would try this first.

The interesting thing is one of my co-workers modified their autoattendant and up to that time, everything worked properly.

And before you say anything, I asked him to check his stuff, but he just "walked away from it" if you know what I mean.

If all else fails, I'm opening a ticket with Avaya.
Fun is fun... enough is enough.

Regards

 

[azrael2000]

Hi All.

Solution:

It turns out that the problem was that the extensions in ring group 1 were correct, one being the receptionist, the other being the voicemail.

HOWEVER (big meaning for a relatively small word) ring group one affects ALL trunks. So when the customer calls via 4 digit dialling over voip trunks, ring group one became active, the voicemail (Call pilot) picked up first and sent directly to the users voicemail.

So if anyone else runs into this trouble, get the folks you want to be able to control the call OUT of ring group 1, put them in an unused ring group, and everything works.

A side symptom - if you try and call the receptionist (at whatever their extension number is) it doesn't work. It will also go directly to voicemail, even through the AA... if they have a general delivery mailbox.

Thanks to all for their answers and assistance.

Regards