Incoming calls won't go to voicemail get auto attendant

[tommy91355]

We basically have all of our extensions on one coverage path. There are a few extensions that will not get directed to voicemail. Verified that two extension settings are identical. One goes to voicemail the other does not. Verfieid that voicemail is configured for these extensions having issues. I can get to the voicemail box manually but it will not be directed to on any incoming call (internal or external). Any help is appreciated.

 

[4merAvaya]

What type of voice mail: Intuity, AUDIX, Modular Messaging, Octel?

Kevin

 

[tommy91355]

I believe it is Conversant.

 

[1Jumbo]

How do you program the voice mail? Through a web site or a terminal in the equipment room? Is the voice mail a separate PC or is it the carrier?

It can't be a Conversant. A Conversant is an IVR which does not have mailboxes.

 

[tommy91355]

Thanks for the follow up. I am still trying to get clarification on the vmail name. We use Procomm as a terminal to dial into the system. It is not on the carrier. All I was able to find is that it is older than Audix. Since they were going to upgrade to Audix but never did. Not sure if that helps.

 

[1Jumbo]

Here's some stuff to look for.

Have you tried following the incoming routing to see how the calls get to the auto attendant? Is there a cover group that routes to a hunt group? In the hunt group, sometimes there will be multiple analog stations or calls might go to a DCP station with multiple appearances. These things may give a clue as to what the VM is or where the calls go.

Usually calls to an auto attendant look like they are coming from outside where calls that are covering to a mailbox look like they are station to station coverage. Sometimes these don't work right if the integration is messed up.

Sometimes a reboot of the voice mail will clear up a lot of things, especially if it hasn't been booted for a long time. If it is a UNIX box, be sure to do a proper shutdown and restart.

 

[tommy91355]

Thanks, I will see if I can get a reboot scheduled. I have done a LIST TRACE STATION and I do see it hititng the hunt group. I did this for 2 different extensions. One that goes to vmail and one that doesn't. The results look the same.
So to sum it up: Both go to the same hunt group. One ends up being pointed to voicemail while the other goes to the auto attendandt.
Thanks again for the info. I will continue to dig for more info.

 

[wellco9530]

I know this may sound basic as heck..but if your vm is that old...do you happen to have the "ext number" in the name field...some of the older vm's wanted to see that for some reason...maybe some of your stations are setup that way...just a thought from the ole day's.......
It appears that cwid is not getting to the vm for some reason..could be that.

Good luck

 

[tommy91355]

Thanks, that was it. The user had her name updated to have a hyphenated last name. And I think thats when she started having issues. We still had the ext in the name field but I think it was not reading it due to the lenght. I tested it with a telecom ext that I have that also didn't go to vmail. The telecom one had a name of just telecom. I changed it to telecom 2806 and it started going to vmail.
Thanks to all for your assitance.

 

[tommy91355]

Follow up: IF the name field in Avaya is longer than 10 characters the extension is not picked up by the vmail system.
Thanks again for all the help.

 

[samorse]

Sounds like an Octel. They require the station name to have the extension in it.

 

[IPOthermia]

Look at the command 'change public-unknown-numbering'
And 'change private-numbering' (depends on how your system is configured) Would be good to check your vm trunk group to see if it uses public or private numbering.

This sounds like a problem I have seen where the caller ID information isn't being passed correctly accross the trunk that feeds calls to the voicemail server.

If voicemail is answering but not answering with the correct mailbox this is likely the issue. Sometimes this happens with a new block of extensions that has been added to the dialplan, that hasn't been programmed to provide the caller ID above. This is how some of the more common VM system integrate their answering with the CM.

Thanks...