Forwarded calls still go to voicemail

[sienz]

Hi all,

I need help figuring this out. We have a number for a department and this number are on 6 phones (MCR). One of the phone has only this number and MARP on the number. this phone is the one that we use to forward the phone to the answering service (local number) every night.

This number also has voicemail box and the HUNT/FNA is currently going to VM.

Sometimes we found out in the morning that there are 1-2 messages in the voicemail box even though we forward the phone/number to the answering service/local number and this is not what we want it. We want all of the calls go to the answering service (when we forward it) since if the message is urgent, no one will respond to it.

What would be the best solution?

Or if someone knows why the calls sometimes still go the VM eventhough we have forwarded the call to the local service on the MARP phone.

I am thinking to change the HUNT/FNA to the answering service (local number).

Thanks

 

[bigindian65]

post the MARPed controlling phone, both Hunt and FDN are set right? CLS hta fna ?

Mato' Was'aka

 

[GHTROUT]

Maybe someone is just doing a "compose" and entering the mailbox number? Or is there a menu somewhere that people are getting where they can reach this mailbox?




~~~
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[trvlr1]

Does your auto attendant have an option to leave a message?

 

[sienz]

To answer some of the questions:
1. bigindian65: Below is the PRT of the MARPed phone
2. GHTROUT: The callers will call from outside (external line) and we only gave that number never the express messaging number. Also, The VM messages seems to look that the caller called the number and reach the VM box
3. trvlr1: NO

Should we just change the FDN/HUN to that answering service number?

The caller left the messages when we forwarded the phone to the answering service.

Thanks

DES PHO
TN 063 0 00 27 VIRTUAL
TYPE I2002
CDEN 8D
CUST 0
ZONE 001
FDN 2020
TGAR 1
LDN NO
NCOS 5
SGRP 0
RNPG 0
SCI 0
SSU
LNRS 16
XLST 0
CLS UNR FBD WTA LPR MTA FNA HTA TDD HFA CRPD
MWA LMPN RMMD SMWD AAD IMD XHD IRA NID OLA VCE DRG1
POD DSX VMD CMSD SLKD CCSD TEND SWD LNA CNDA
CFTD SFD MRD DDV CNID CDCA MSID DAPA BFED RCBD
ICDD CDMD LLCN MCTA CLBD AUTU
GPUD DPUD DNDA CFXA ARHD CLTD ASCD
CPFA CPTA ABDD CFHD FICD NAID BUZZ AGRD MOAD AHD
DDGA NAMA
DRDD EXR0
USMD USRD ULAD RTDD RBDD RBHD PGND OCBD FLXD FTTC DNDY DNO3 MCBN
VOLA VOUA CDMR ICRD KEM2
CPND_LANG ENG
RCO 0
HUNT 2020
LHK 1
LPK 0
PLEV 02
CSDN
AST
IAPG 0
AACS NO
ITNA NO
DGRP
MLWU_LANG 0
DNDR 0
KEY 00 MCR 6454 3 MARP
CPND
NAME Management
XPLN 27
DISPLAY_FMT FIRST,LAST
01
02 ADL 16
03
04
05
06
07
08
09
10
11
12
13
14
15
16 MWK 2020
17 TRN
18 AO6
19 CFW 16 92325454
20
21
22
23
24
25
26
27
28
29
30
31

 

[bigindian65]

I can't see a problem, unless someone is taking it off hard fwd. Chg FDN/Hunt would work, hate for that to have to be done daily when it should work the way it is configured.

Mato' Was'aka

 

[trvlr1]

It may be possible that if 2 calls hit at once, one goes to the answering service and one busy out to the voice mail. Putting hunt and fdn to the service should take care of that issue.

 

[roupe]

trvlr1 is correct If 2 calls hit at once, the second call is given busy treatment. Only so with MCR Probably why a few go to mail.

 

[GHTROUT]

If a phone is on CFW to an outside service, the phone is never "busy" - so I don't think anything could hunt to mail during a CFW situation.




~~~
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[sienz]

Is it possible that the cause of the issue is the MCR key?

I may change the HUNT/FDN to the answering service number and change the VM greeting to say that this is not a mailbox if you reach this mailbox, please try to call again.

Thanks

 

[bigguyhawaii]

why is your lhk 1? you dont have anything programmed on that key.

 

[1998xj8]

the other 5 phones do not have this dn as prime do they ?

 

[Johnthephoneguy]

Does the mailbox have other extensions it might be answering?

JohnThePhoneGuy

"If I can't fix it, it's not broke!

 

[sienz]

bigguyhawaii: Hmmm, I am not sure if LHK would be the problem since I do not have any thing in key 1.
I could be wrong though

1998xj8: The phone that we use to forward the call is MARPed. and it is at key 0. the rest of the phones are only multi appearance and most of them is in the key 3.

Johnthephoneguy: This maibox only have the number (6454) and the revert DN (operator).

Do you think it is the LHK?

 

[Johnthephoneguy]

The LHK would not be the cause of this in my opinion.

JohnThePhoneGuy

"If I can't fix it, it's not broke!