Weird problem not consistent

[imeldesign]

A few users have reported this problem on our NEC 2000IPS system with Neax 64 AD voicemail:
Calls from outside go directly to voicemail at times without the extension ringing even if you are not on the phone. I have experienced it intermittenly on my extension as well. One user claims all her calls (outside calls transfered from the main school extension) go to directly to voicemail. I tested this morning and all my tries (dialing directly and entering the ext # and transfers from two other lines worked perfectly from my cell phone). I am not sure where to look. Others have reported it but it is intermitten at best. I always check the forwarding o the individual extensions to make sure that hasn't been tampered with.
What would cause outside call to go directly to voicemail?
We have a PRI for our dial tone.

 

[3racefan3]

Are the calls being transferred out from the vm system? If so in each box there is a field that designates what the system is to do in each box , release, await answer, screen. Also another field which states transfer yes or no.
Make sure your set up for release and transfer ->X.

 

[grh959]

Are the outside callers going to Auto Attendant first then transferring or is it a live answer call?

Gary

http://www.gcti.com/contact.asp

 

[imeldesign]

Caller calls receptionist (either church or school) from a DID number. Call is then transferred to user. User's phone should ring if not in use four times then rollover to voice mail. Instead, outside calls go directly to voice mail even if user is not on the phone. I know they aren't imagining it because it has happened to me. It only happens on outside calls coming in. It doesn't happen all the time but seems random at best.
Some callers are using the "backdoor number" that takes them directly to the auto attendant and dialing the ext. directly. sometimes it goes directly to voicemail without ringing the extension. Our auto attendant is on the "backdoor" number during the day and also on the main number at night/weekends.

 

[jhenke]

if it is only one extension, see if the user is putting themself into Do Not Disturb (DND). When a user is in DND, the number can be forwarded to another extension.

To help us troubleshoot your problem. Use a display phone to call/transfer to that extension. Keep your eyes on the display and repost what the display read.

You can talk about us, but you can't talk without us.

http://www.bbns-va.com/

 

[imeldesign]

It is not only one extension.It seems random. It has happened to mine as well. It is not consistent all though it is one user who prompted this posting. I have stood in front of her phone and called it from my cell phone using:
The number to the auto attendant, entered the ext #, result worked fine
The main school DID number and then transferred to her line, worked fine.
The main church number and transferred from the DSS console, worked fine.

This is after I told them to double check forwarding and make sure noting was set for *5 and check *6 for forward to voice mail. I checked DND as well.
I have had several users tell me over the past months that they are sitting at their desk and their phone never rings but they have messages. All the calls that do this are from the outside.

 

[pave35]

You are going to have to try and break this down to either the VM or the PBX. This will take contacting the callers who left the message and asking how did they attempt to access the station who reports the "no ring".
I have seen this with PS stations on a wireless system but never with regular Dterms.
I'd put my money on the VM not even transferring the call. It's going to take logs from the VM to prove this and find the issue. You will need to take good notes and should be able to find the exact call in the VM logs by searching for the caller ID of the calling party that went straight to the mailbox around the reported time of the incident.
Last but no least make sure the person transferring the call doesn't have extremely long finger nails. The kind that hit additional keys during the transfer of the call. Like the Quick Transfer to VM key.
Also remove one tounch key operation upon receiving ringing or busy on a transfer. 08>157>1 and CM 08>208>1. Just incase. The main feature you would lose temporarily by doing this would be the forcing a voice call by pressing a 1 while the station is ringing or forcing a ring by pressing a 1 during a voice announce call.