Recently I had the opportunity to look at a multitude of problems currently experienced by a potential new customer. They have a DX-80 with what I believe is Key Voice Voicemail. It has never been programmed correctly:
After Hours:
Call company phone number
7 rings later, ACA answers
"If you know the your party's extension..."
You dial "112"
Your call is being transferred
7 rings later, it loops to
"If you know tha party's extension..."
It never gets to a mailbox, although you can leave a message in the general mailbox. It doesn't matter which extension you dial, it always results in an endless loop. Not to mention the 7 rings at each juncture. Ridiculous!
I personally prefer the NEC product line. I stopped selling the Comdial Line about 20 years ago, frustrated with the quality of the equipment during their explosive growth. I need to put out a bid for straightening out the voicemail mess. Still not sure which package is being used. Can someone guide me along?
Yes, the DX-80 voicemail does run Key Voice's Corporate Office messaging software, so it sets up just like a Small Office Lite, Star, Debut, etc. You just don't need to run First Time Setup. When programmed correctly, the DX-80 voicemail does just fine. Choosing a 3 digit extension at ANY routing box should transfer correctly to an extension / mailbox...this itself does not require programming, it is a fundamental feature of the routing box. If it fails then there may be issues in trans.txt file, a bad CF card, or a failing hard drive. There may also be problems in the VM hunt group as well as a multitude of problems in the VM settings. To straighten out the mess, start by asking whether or not they want auto attendant. This will help you re-set up the answer position to either directly to VM or delayed VM answering. If the VM is bad enough, consider re-imaging the CF card and start fresh. Re-record routing boxes 800 and 801, choose appropriate single digit routing if desired, and if not using an operator box set the no digit destination to 821 instead of 888 (operator). When all is set up correctly, no more complaints will arise about the VM.
You're also going to need the administration software for both the DX80 and voice mail to be able to effectively work on it. It is definitely set up incorrectly.
It sounds as if you also have phone system re-programming to do. Do they have UCDs programmed?? What does the Pre-Defined Call Forward look like for each phone--it should be going to the VM UCD group.
Someone has gotten in there and really done some goofy things, it looks like.
Ditto on what RBF & Hacky said. Good Luck. You may be better off to get someone who knows the programming and what to look for---to work with you on this. It may save many hours of guessing and trial by error.
You're absolutely right. I have learned from 30 years of interconnect experience not to waste time with figuring out messes with equipment I do not know well. Although I use to sell Comdial exclusively, I no longer sell it at all except for the used equipment I take in on trade. I have received private posts with suggestions of help. I have not gained the direct access to the system yet although I was able to look at the programming a bit remotely. Default passwords and set-up. How goofy is that! I appreciate everyone's suggestion. I love this stuff! Thanks for the additional info.
That is always a sight to behold, remote programming set up all with default passwords; another thing that urks me is when the voicemail's supervisors password left set at default. There are plenty of people around who will hear routing box 821, know instantly it's a key voice, dial # and attempt to log into the supervisor's box just to do a little mayhem, such as creating a box that they can use to make any outside call at their whim, at the company's expense. When you see an actual installer leave it set at default, run the opposite direction.