atcomsystems.ca/forum Forums TDM Business Telephone Systems Comdial Telephones & Systems Auto-Attendant goes straight to VM

We have a Comdial FX Impact system and use VMMI to manage voice mail. The problem is, when someone gets the auto-attendant, either because the receptionist did not answer, or they came in through a 'back door' number, when the extension number is entered, it goes straight to voice mail instead of to the extension. We have users sitting at their desks who miss calls and suddenly see they have voice mail. This is very annoying. We've been all through the various menus in VMMI, and just can't see where to make this change.

Any help or ideas would be greatly appreciated.

Michael

Hi Michael welcome to the board. VMMI does not manage the voice mail...only the FX system. What type and brand of voice mail do you have at your facility?

Also, first, make sure your people have their ringers on and not turned all the way down to off. This will cause what you describe. You should stand at the desk of the person with the trouble report and call in to try to cause it to happen, before you start troubleshooting.
Mark

The end user has call blocking on. Which sends all calls to voice mail without ringing the extension. Very interesting trouble to find.

To disable, go into the voice mail box.
Press 3 for Options
Press 4 for Call transfer,
Press * to turn off call blocking.

THIS IS OF COURSE ASSUMING THEY HAVE A KEYVOICE VOICEMAIL.

All suggestions above are on the money for what little info is posted. Please run the test as Mark has stated and let us know what you find.

Well, it's been over ten years since I have fooled with Comdial systems, and those were the much smaller KSUs. Anyhow, we have the KeyVoice voice mail system. I tried the above suggestions. When the station is called from another inside user, the phone goes straight into voice speakerphone mode. Often you can't even hear a beep, just suddenly someone is there listening to you. Spooky. When an outside call is transfered by the receptionist or anyone else, the phone rings and you have to press the answer soft button to pick it up. The ringer is set to high volume.

In the VM options menu, 4 does say "calls are currently being transfered to voice mail", but then returns to options menu. Hitting '*' gets a "Sorry, that was not a valid entry" reply. There must be someplace else to configure this forwarding option. BTW, this seems to be a system wide issue, not just a few users.

Thanks,
Michael

The phones are set up for voice announce if you call them and they are coming straight through. This usually is the typical setup. If you do not want an intercom call to come straight through you can go throught the options menu on each phone and turn on VAB (voice announce block) this will force the phone to ring on intercom calls. You can also change this in the sytem programming under stations.

If you are getting calls that are being transfered and they end up on speaker, then they are treansfering wrong. If they hit transfer dial the station number and hang up this will cause the call to ring at the station, if the person doing the transfer does a hot transfer (transfer stations number then transfer again) this will put the call on the speaker of the phone they are tranfering it to.

As far as calls forwarding to vmail from a station and getting sorry that is an invalid entry. I would check 2 things. First the routing box that the calls go to when voicemail answers check to make sure that the digit 9 has that routing boxes number in it options field. ( If 800 is the day answering Routing Box then option 9 should be 800 in Routing box 800). The other thing to check, which I think is where you will find your issue is the trans.txt. This is where you adjust the translations. Also be aware of the Trans.day, .ngt, .lch. The voicemail looks for these first then defaults to the trans.txt if these are not built in the sytem. Default you just have the trans.txt.

In the VM options menu, 4 does say "calls are currently being transfered to voice mail", but then returns to options menu. Hitting '*' gets a "Sorry, that was not a valid entry" reply. There must be someplace else to configure this forwarding option.
Okay, instead of hitting the "*" key, dial the extension number of the phone. This will ring the phone.

Good point dougster, I miss read the "calls are currently being transfered to voicemail".

log into the voicemail database administrator and go to the mailbox of the station you are testing. Then go to the call transfer tab (assuming you have a windows version voicemail)in there there are several differnt ways to transfer to the station, I would select blind. Then call the voicemail and dial the station number. This should transfer you to the station in the transfer to field. X means transfer to the mailbox number you are in.

Thanks for all the various ideas. The VAB took care of the voice announce problem and the call transfer tab had 'no transfer' checked. I checked 'blind' and it works as desired.

Thanks again.

Michael