Calls will not transfer to Voice Mail - AA keeps picking up 2

[eohlin]

We recently installed a ICS 0x32 and NAM system. Both had to be upgraded from R1T1 and 2.0 respectivly to be able to handle a PRI line. Everything was working well, however, we are now having some issues with Voice Mail. When you dial a DID you should get the persons voice mail, however you get the AA. Also, when you dial the main line, the AA picks up, which it should, however when you put in an extension, you are transfered and after 2 rings the AA picks up again.

Any ideas would be greatly appriciated.

Thanks,
Eric

 

[jerryreeve]

you have two different problems the first being the did numbers getting answered by the AA and the second being the transfered calls returning to the aa.
last item first; the transfer recall timer is more than likely set to 2 or 3, change this to 12. it is located in System prgrming->Feature settings->transfr callbk:
as far as your first question goes you are going to have to do some looking to fing this. it sounds like one of three possible areas, one being that you may have a ringing service turned on that is sending all trunks to voicemail aa. the second being that the aa is set to pick up the target lines, and the third is that the aa is set to pickup all pri trunks. look in your feature 9 8 3 ->AA->lines and see what lines are set to be answered by the AA. your prime is probably lines 1-24 or maybe 25-48. the target lines for DID calls start at 145 and go up from there. JerryReeve
Communications Systems Int'l
com-sys.com

 

[eohlin]

Reviewed your suggestions, here's what I have:

Transfer recall timer is set to 12 already.

Two control phones only control the two lines that come to them, they don't control any other DID lines, when put in services only lines at control phones ring services rings.

AA is not set to pick up all target lines, only lines 200 and lines 201 which are are main lines coming in. All others are set to answer no. Also, the AA is not set to anwser the pri lines 1-24.

Any other ideas would be helpfull.

Here's something else strange...when I call in and get a person and have them feature 986 me to an extension the general delivery mailbox comes up. However, if a person calls another internal person then voice mail does pick up.

Please help!

 

[DueE]

In your first post you said you upgraded from R1T1 to handle PRI. What releases did you go to on the MICS & VM?
DueE

 

[jerryreeve]

Just one more thing to look at: is it possible that the Targt lines may still have your attendent as the PrimeSet? DueE looks like he is thinking of something though. JerryReeve
Communications Systems Int'l
com-sys.com

 

[norstargirl]

you need to look at your ring groups under services and if you first Did number is 145 make sure 145 is in ring group 1 and make all your other target lines in ring group 002
You only want target 145 to be answered by AA

make sure your target lines prime set is there extension number.

on the problem on the general delivery mbox picking up
make sure the mailbox in questions is initilized if it is make sure the proper extension is set up in the voice mail preogramming.

I hope this helps

Norstargirl M.Parnell
(norstargirl)

 

[wayner3]

You need a patch from Nortel which will set the redirection on the Nam to no. Check back at the month of May as another subscriber had this problem and noted that he would email users the patch

 

[mroberts]

Actually it was a 'she' and the patch is for 5.0 MICS systems with NAM 4.0s. The problem that it fixes is when a caller is transferred directly to an ext it will ring the prescribed number of times then drop into their personal mailbox. When you go through the auto attendant and dial the same extension it will NOT drop into the personal box, it goes to the AA.

If this is what is actually happening, then yes, I have the patch and the instructions on how to install the patch that I can email anyone who needs it!
Just let me know......
mroberts@americaii.com

MRoberts

 

[DueE]

jerryreeve-mroberts just posted what I was thinking but since the original poster did not respond, I didn't pursue the issue. While it is important to know what release you upgraded from, it is more important to know what release you are troubleshooting since many Norstar releases have their own idiosyncrasies.
mroberts-HAMMER DOWN GIRL!! :-D
DueE

 

[mroberts]

DueE
Ahhh, thank you thank you! <humble bow>
Melissa

 

[wanger]

Melissa, to clarify my previous post, the subscriber in May that I was referring to was on May 2,2002 and the name was NorstarNewguy. To me the guy part of the handle sorta makes you believe it is a HE.

 

[mroberts]

Ah, so sorry. That was back on APRIL 17th that I made the post regarding the patch. My mistake.

MRoberts