No rings on dial 0 reception VM

[Orlando21]

Hey guys,

Don't know if it is a simple setting I am missing or what. Scenario is when a call comes in and goes to let's say 210 (user) the caller gets voicemail after the allocated answer time. When they are in the voicemail and hit 0 for the voicemail reception, the call goes directly into the dial 0 reception's voicemail without a singal ring. Call inbound does not matter if it was transfered, on a DID or an internal call they host the same result. Dial 0 reception is HG 400 and we had it go to a regular user too. Did not matter whether they were busy or not. They don't have music turned on either.

Any one know the fix so that it will ring on the dial 0 reception set before going to the dial 0 vm?

Thanks

 

[AAAPhoneBrad]

What is the release of the system and VM?

 

[Orlando21]

System 406V2 3.1.65 VM 3.1.21 Intuity Mode

 

[AAAPhoneBrad]

Do you have mailboxes built out in the VM Pro with call flows or are you just using the normal mailboxes that are created by default?

 

[Orlando21]

For the most part we are using regular VM boxes created by default. Everyone has a DID to their set and about 95% of all users have VM reception as 400 which is our Hunt Group (Main). In this you only have 2 users 1 User 221 (receptioninst) and the other User 219 (POTS 1 off of 406). User 219 is a load ringer so when HG 400 is called, it too goes off. This is so when the real user 221 is walking around she knows to answer her phone.

 

[jml2665]

something about having that 219 with the ringer attached rings a bell (no pun intended), try removing 219 either physically or take it out of the hunt group and see if the "0" starts working normally.
If I can find the old post or remember what I saw here a long time back I will attach it here

 

[PHins711]

If you dial 400 from an internal phone does it ring correctly? If not, make sure the users are enabled and that the group is in service. If so, change the voicemail reception number and see if it works to a different extension. That should tell you if it is a problem with the user or not. With 3.1.21 VM you have to have a timeout on a menu action or touchtones don't seem to work. That could be something to look at also if the user has a special menu built for the leave action in VM Pro.

 

[AAAPhoneBrad]

And no matter what extn you put for VM Recept. it goes right to VM?

 

[Orlando21]

Removed 219 from the group same deal, called internally no change, HG 400 has allocated users 219 & 221 enabled. Tried switching dial 0 reception to 249 same thing. Only thing that HG 400 has is a call flow touch tone in the menu that when you hit 0 or timeout you get transfered to HG 400 and it rings on those two users then HG VM. This still works correctly.

Any more ideas?????

Appreciate the effort so far.

 

[AAAPhoneBrad]

No matter what extn you put for VM Recept. it goes right to VM?
Sorry if I'm not seeing the answer above but no matter what extn you put same thing happens?

 

[Orlando21]

Yes does not matter how I switch it around.

 

[PHins711]

Does the mailbox that you are pressing 0 in have a special leave mail action set up in VM Pro? If so, make sure that has a timeout also. Also, open up Call Status when you test and see if you notice anything weird in there.

This is fun. I feel like Magnum P.I. with all this investigation since I can't just test it with the system like I am used to.

 

[jml2665]

just a guess here, but could the ShortCode be directed to the call flow first? ie: the feature in the SC is VoicemailNode instead of DialExtn

 

[Orlando21]

Hey Magnum and friends,

I am at another site temp. so I will update you guys in about 1.5 hrs when I get back.

 

[Orlando21]

Hey gang,

The episode continues. I viewed call status nothing out of the ordinary. Just so we are all on the same page, I am not using a SC but popullating the user tab in Manager; labelled ,Voicemail and inputting the 400 HG in Voicemail Reception.

This is driving me nuts.

Okay Magnum and friends back to you.

 

[jml2665]

you might try using Monitor, see if the call actually transfers or not. might look something like this

17582mS CMExtnRx: v=, p1=1012
CMTransfer
Line: type=RAS 1
Call: lid=0 id=1012 in=0
Called[300] Type=Default (100)
Product Unknown
Cause=126, Transfer(IPO)
17583mS CMTARGET: ADD TARGET:11 number=300 type=100 depth=1 nobar=1 setorig=1
17583mS CMTARGET: SET HG:11 Reception orig=1 check=1
17583mS CMTARGET: ADD HG:11 Reception (depth=2 B=CMCSConnected[2])

 

[Orlando21]

Hey Magnum you're going to love this one. To conclude our discussions on this matter. I had tried the monitor nothing out of the ordinary. My system admin person on site had told me that the receptionist had just finished re-recording the Hunt Group that I was having trouble with. The entire ordeal had been caused from the recep. original recording being in the wrong place. So instead of hearing let's say the voicemail name Reception then get transferred over to the approp. Ext. You would get her Main long greeting notifying you that no one is available to leave a message and so forth. At this point before the beep, everyone would hang up or dial out of VM, so we never actually listened to the entire announcement. If we did I would have seen that it was being transferred correctly just a greeting in between.

Looks like I can chalk one up to the stupid programmer group.

Thanks for the diligent efforts anyways.

 

[PHins711]

Nice, at least you got it figured out. It was fun while it lasted.