Assigning mailbox to lines

[sr4fish]

I believe our Norstar is DR5.1. One of our agencies recently moved floors and changed numbers. Before the change they said their mailbox would answer when someone would dial their direct external number. Now mailbox only answers when automated attendent answers and their extension is dialed. How do I get a line to go to someones mailbox when there is no answer?

 

[jerryreeve]

A big possibility is that the direct numbers were put on the wrong ports when the system was moved, call all of your numbers and see if any are going to the persons mailbox.

a second possibility is that the system lost programming on the move in which case you may be stuck with a lot of programming.

Does that outside line ring the persons station? If not you wil need to assign the trunk associated with that phone number to ring that persons telephone. If it does ring the telephone then the auto attendent is set to answer that line.

Let us know if your test calls helped out with figuring out what happened and we will then have an idea where to start.

JerryReeve
Communications Systems Int'l
com-sys.com

 

[mmazza]

Another thing is you might want to make sure the mailbox you want the line to go to is also that lines DRT to prime . Then you wouldn't have to have it assigned to a phone but if it DRT's then it would go to lets just say for example to your recep. desk and her mailbox would take all msgs for lines that DRT to her . If you find a tip helpful Please take a moment to mark it as such.


Mario Mazza
Telecommunications Specialist

 

[sr4fish]

Not sure what I might be missing. Mailbox answers three digit DN but not lines. Lines have been assigned to DN's and ring at specific telephone but mailbox does not answer. Checked and DRT to prime is set. My head hurts from banging on desk so any other suggestions would be greatly appreciated.

Saul Rios
Automation Support Specialist

 

[Guest_imported]

Are you saying the mailbox does pick up internal calls, but not external ones? If this is the case what happens to the exteranl call? Does it ring the phone and just keep ringing, or is it diverted somewhere else, or answered by some AA greeting? On the interenal call question Im not talking about from AA, but from another extension.

 

[sr4fish]

I just got a chance to check today and it looks like the only place mailbox is picking up is through AA. If you call internally with extension phone just keeps ringing. Same with external line, just keeps ringing. Any ideas?

 

[sr4fish]

Finally figured it out. Turns out that the set was not getting transfered to mailbox when busy or no answer. I was not aware that a certain extension would send the calls straight to mailbox. Learn something new every day. Thanks for all your help. Hopefully we won't have another agency moving anytime soon. FYI... we have three digit extensions and it turned out that the extension to forward to was 248. Don't know if this is some sort of default. I'll look into it a little more and see if it is. Thanks again.

Saul Rios
Automation Support Specialist