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User phone keeps going to Voicemail despite 6 ring coverage path

User phone keeps going to Voicemail despite 6 ring coverage path

User phone keeps going to Voicemail despite 6 ring coverage path

(OP)
We have a user that used to have a physical phone, then became transient. So someone converted her station to a softphone. Then they tried to get her to use ec500 but her calls would only ring twice before going to voicemail. After looking at her station I changed her phone type to 9620 and disabled ec500. I then told her to use Equinox and that she would be fine. her Equinox works great for outbound calls but when i call her it still rings twice and goes to voicemail.

checked all of her settings as well as station mapping. at a loss, no clue why her phone won't ring more than twice. there is no physical phone so her station is not registered.

any recommendations before i go to Avaya?

RE: User phone keeps going to Voicemail despite 6 ring coverage path

What does a list trace show? Do they have send-calls on?

RE: User phone keeps going to Voicemail despite 6 ring coverage path

(OP)
No there is no send calls on, this user doesn't have a real phone or physical phone i should say. I've looked at this every which way possible, and i even pulled in another senior guy on my team and we can't figure it out.

Initially the station was built as a "softphone", no physical phone because she travels and it rings twice, goes to vmail.
Then i changed the type to 9620, called it, rings twice, goes to vmail.
Then i changed the type to 6408, changed the port to X, called it, rings twice, goes to vmail.
Then i removed the coverage path, called it, rings and rings and rings.
The coverage path has 6 rings, just like my station does and if you call me, you get 6 rings. only difference is that i have a 9620SIP station.

Part of me thinks it might be related to EC500 but can't put my finger on it...puzzled!

RE: User phone keeps going to Voicemail despite 6 ring coverage path

what release? 7.1 CM?

RE: User phone keeps going to Voicemail despite 6 ring coverage path

(OP)
CM 6.3 SP18

RE: User phone keeps going to Voicemail despite 6 ring coverage path

In change system-parameters coverage-forwarding is an option for "criteria for logged Off/PSA/TTI Stations"

To say, should coverage criteria apply to logged off/PSA/TTI phones. In 7.1, the setting started applying to SIP phones too - not just X port/digital/H323.

In 7.1, setting that to 'yes' would add an extra line in the coverage path for "unregistered/psa/tti" and you can specifically say how many rings it should take before coverage in that 1 circumstance.

I don't know if enabling it in 6.3 lets you specify those numbers of rings for that condition in the coverage path. But I think you're in that ballpark for what your problem is.

Maybe quickie test change to see what happens, but beware the demons hidden in the coverage-forwarding forms. System wide changes to how calls cover is never fun!

RE: User phone keeps going to Voicemail despite 6 ring coverage path

I think Kyle is on to something, play with the system parm coverage options on page 1

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