Transfered calls not going into VoiceMail.

[AX64]

Ok We've had this problem of phones ringing and not going anywhere.
We have isolated the issue with some of calls not going to VoiceMail. I tested calling an extension directly and it went to vm. Then I tested having reception tsf my call to same ext and vm DIDNT pick up.

I also tested the same on my ext and same thing happened. So i think its actually a company wide problem. Calls transferred to ext will not go to vm.

Any advice?

 

[amriddle01]

are you running out of ports? What type of VM do you have Pro,Lite or embedded and how amny ports if Pro or embedded? SSA will show congestion against VM ports in the error list

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[AX64]

We have VM Pro and We have 8 ports but the most I've ever seen is 2 ports being used.

Ok so I did more testing.

Its isolated to external call transfers.

Internal call transfers go to voice mail fine.

 

[amriddle01]

I've seen things like this in early 4.0 and 4.1 builds, I had to delete and re-create the users mailbox in the end

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[AX64]

We are running 4.2 (17)

Now could this be because we also have DID for each extension? There is a Voice Recording tab for Incoming Call Route's. Right now they are all set to none.

 

[amriddle01]

That's not related, that has nothing to do with normal voicemail operation, do you have some odd programming in users start points in VM pro or anything?

ACSS (SME)
APSS (SME)

http://www.ipoffice.tel

"I'm just off to Hartlepool to buy some exploding trousers

 

[AX64]

the Defaults Start Points are untouched and empty
So we have

Callback
Collect
Leave
Queued
Still Queued

If I look at those, they just have the default Start Point [Next] entry but nothing else.

 

[AX64]

Ok did some more testing.

If the extension is on DND, then the external call being transferred does go into VoiceMail.

So...
A summary.

1. External Call comes in
2. Its answered by Reception or any other person.
3. The caller is looking for someone
4. the person answering transfers to call to another extension
5. If the Phone is on DND it goes into voicemail
6. If the phone is no on DND and there is nobody there to answer the call. The phone simply continues to ring infinity and beyond.

I've looked at all settings I could think of.

We have 8 Voice Mail Pro channels and at any point of time there is only 1-2 of them being used, so we have enough to go around.