atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Nortel Voicemail

Thank you everybody for defending me. I understand cmespinosa. To get so far and give up because he's stuck and have no clue what is going on. It's hard to admit.
Cemspinosa, I think you had AA greeting is on that is why it's playing before your Customized one.
But I cannot figure out why it doesn't pick up when we call the voicemail. It's just the automated attendant directing the caller to use an ext or access company "
I think that if you listen to the end then Customized Greeting will start playing after AA's one.

Who put the new line on the system??........if it was a qualified installer they should be held responsible for the proper installation of that line which would include it covering to voice mail etc.

If it wasn't a qualified installer this is a perfect example of why it should have been!

Ok for those who are helping:

The SYSTEM says Norstar PLUS ICS
The VOICEMAIL SYSTEM is FLASH

The line was just reran because it wasn't done correctly the 1st time. So no extra phone numbers or anything were needed. We just needed to run a new phone into the office (which is an old victorian home) but the way the last tech had it set up, it wouldn't hold the load of the extra phone.

It seems as if the voicemail still picks up after the number of rings it was originally set at. I do know how to change the line tables but I'm not sure if that is what I am looking for. Like I said before it doesn't appear that anything else has changed except it doesn't go to the customized greeting like it did before.

The only thing I could come up with that may have been changed is I notice that when I try to access a CCR Tree it tells me that the tree is incomplete. Could these be my problem?

If I'm giving insufficient information please let me know. I'm not a dummy but I am also not professionally trained in this. I am limiting myself since I know I am not trained. But it does seem like it's just a disengaged setting. I just didn't want to mess with any of the CCR Tree settings until someone feels it may be what is wrong.

Also I see Vad's reply. Should I disable the AA? I wasn't sure if that was required to be on or not for the Customized Greeting to play.
I really appreciate all the help you guys!

That is a Nortel CICS telephone system with a Call Pilot voice mail. Your previous post says you have FLASH Mail which is a different model. Which do you have?

It looks like that model exactly but I'm sure it's flash bc this manual is only for flash. And everything they've told me to do works thus far. Sorry for the confusion.

From what you've said...

Just replacing a cable to permit 1 more phone (I assume from 2 pair to 3 or 4 pair cable) has absolutely nothing to do with the voicemail by itself.

However, if your father or whoever the "tech" was decided to play in the VM and try to make changes in the CCR tree, such as adding a separate branch for this new extension, then that would explain why it's messed up now. The tree needs to be "saved", but you can't do that until it IS complete.

From here, it's very difficult to see what he/she did to the tree to make it incomplete.

As stated before, get someone in there that knows what he's doing being you do something even worse.

You now have 3 options:
a) A few dollars now to set it up properly or
b) A few for aspirin for that acheing headache you're causing or
c) a lot more later after you mess it up far worse.

Your choice. There are times that even experienced techs have to admit that they are beyond their skill level. No offense, but you are at that point.

The tech did not touch the voicemail system whatsoever. Like I said before he wasn't told about it and didn't know about it. He reran a line and then the general mailbox began answering after that day so we've assumed it had something to do with the line. Now, like I said before he ran the line bc it couldn't handle the phone load. By that I mean when he tried to just plug in the phone with the old line, ALL OF THE PHONES WENT HAYWIRE. It could not handle the load. I believe this may have cause the CCR tree to erase or disable somehow. I'm not sure exactly. We have seven of those phone just in the main office. Then there is a phone in each therapist office. I can assure you he knew what he was doing. We were on a tight time schedule so I didn't think to check the voicemail system. He said it shouldn't have reset anything but sometimes it can happen. This is what brought me to find all the voicemail boxes and customized greeting.

Maybe when the phone went haywire it lost the CCR tree? If you don't want to help that's fine but there are other people helping me on this board so I will continue to reply to them.

OK, does the FIRST greeting you hear from the voicemail, come from the General Delivery Mailbox?

If not, tell us what plays first and what plays after that if anything. This is a step by step process to understand what is happening there.

Originally it was the general mailbox but I now have it set on the automated attendant which tells callers to dial ext or press # to access company directory by name, * to leave a message. If you don't select one then it tells you "exiting the system".

If you unplug the new phone, does the system return to "normal"?

This is a complex issue and really does require and knowledgable tech.

When it comes to telephone systems "A little knowledge can be dangerous".