Callpilot 150 Problem-Help 2

[AltaTelman]

I have a customer who has a MICS 7.0 with a CP150 rel 3.0. The customer currently has a problem where if you make a internal call to another station that has a mailbox, after 4 rings it forward no answers to the voicemail. But the person who is calling the other station received a message of EXT: on their telephone screen. The call will not go to the voicemail box. If a outside caller call through the Auto attendant and enters the same station numbet after 4 rings the caller received a message that the extension does not exist, and is routed back to the custom call routing tree. The receptionist can do a manuel transfer to voicemail to the same mailbox and the caller goes to the mailbox. This problem has now become system wide for some reason. All mailboxes have the correct extension assigned in the mnailbox programming. I have reset the callpilot voicemail system, reset the Norstar telephone system, and callpilot again. Changed the callpilot DN to another number, changed station ports on the voicemail system without any success.
Any ideas Help.

 

[lugerlover]

The customer currently has a problem where if you make a internal call to another station that has a mailbox, after 4 rings it forward no answers to the voicemail. But the person who is calling the other station received a message of EXT: on their telephone screen. The call will not go to the voicemail box.

What if you enter The ext number at prompt..what happens then?

If a outside caller call through the Auto attendant and enters the same station numbet after 4 rings the caller received a message that the extension does not exist, and is routed back to the custom call routing tree.

Did you duplicate or is it based on say so?

The receptionist can do a manuel transfer to voicemail to the same mailbox and the caller goes to the mailbox. This problem has now become system wide for some reason. All mailboxes have the correct extension assigned in the mnailbox programming.

So Feature 985 is the ext all the sets are fna to?

 

[AltaTelman]

The customer currently has a problem where if you make a internal call to another station that has a mailbox, after 4 rings it forward no answers to the voicemail. But the person who is calling the other station received a message of EXT: on their telephone screen. The call will not go to the voicemail box.

What if you enter The ext number at prompt..what happens then?

The phone rings 4 more time and EXT: comes back on the set again(Will not go to the voicemail box)

If a outside caller call through the Auto attendant and enters the same station number after 4 rings the caller received a message that the extension does not exist, and is routed back to the custom call routing tree.

Did you duplicate or is it based on say so? Duplicated many times

The receptionist can do a manuel transfer to voicemail to the same mailbox and the caller goes to the mailbox. This problem has now become system wide for some reason. All mailboxes have the correct extension assigned in the mnailbox programming.

So Feature 985 is the ext all the sets are fna to? Yes


Today I backed up the Callpilot data. I also temporarly replaced the CP150 3.0, with another one, created the mailbox in question and called the station. The caller forwarded to the mailbox properly.

I then installed the original Callpilot, and did a reinstall. I then created the same mailbox and it operated properly, thus it is a software problem.

I then restored the database that I backed up and the problem is back again.

I suspect that the customer data has become corrupt. I am planning on doing another reinstall on the original system tomorrow, and manually reprogram the system.

If somebody has any other ideas please advise

 

[rconn]

Make sure the "Enable Voice Mail" under System Properties is set to "Y". That should correct the problem, I know if it set to "N" the voicemail will behave as descibed.

Rob

 

[AltaTelman]

Thanks Rob.
I found the "Enable Voice Mail" set to 'N". I changed it to 'Y' and everything is working again. Not sure how this changed to 'N" as only one person on the customer site, knows how to access the Callpilot through the network.

 

[rconn]

Fat fingers

Rob