sundance-communications.com Forums Telephony Discussion Phone & VoIP Systems Nortel Telephones & Systems Problem with Norstar MICS: PRI and VM

I am having trouble at a site where we recently installed PRI. The system is a MICS running latest(?) software. Voicemail is the newer Companion. I have DID's on the PRI. One of the target lines is set up as public, and rings at the receptionist's station. In night service, the call is answered by voicemail, but instead of going to the main greeting, it goes to the receptionist's mailbox, which is also the general mailbox. I had it working right once (not sure how), but then I was called back out because it reverted to going to the mailbox again. All of the programming looks correct, and those I have asked say it also sounds right. Is this a bug? Hopefully someone can help me. Thanks!

My system has had this kind of thing happen (I am an end user). Sometimes changing the settings on a line, then changing them back will straighten out the problem. I did it through my Norstar Voice Mail software - our phone system is accessible on PC network. Found the line in question to which the number points, changed the value for Answer (No to Yes back to No, or the other way around) and found this could sometimes resolve answering oddities.
Again - I am an end user and not trained. While my suggestion won't hurt anything if done after hours, it might not help.

I have worked more on this since my last post. One support company I talked with said that because my DID digits for this extension matches digit-for-digit, they've run into this problem in the past, and recommend having that DID sent with different digits from the C.O. We are in the process of implementing this to see if it will work. Any comments or suggestions on this would be appreciated.

when in night mode does the line get answered immediately by the general box? Or does it ring a few times before forwarding, such as the number of rings set up in in cfna under the reception's ext programming?

I don't even have CFBNA set at that station, yet the mailbox assigned to that extension answers right away. Tinkering with programming sometimes fixes the problem, but the problem eventually returns. That is exactly how our tech support company described it happening as well. I'm hoping the digit change will correct this.

I just posted this same solution in another post, but it may help here as well....

Sometimes with line-related problem that I have trouble sleuthing, I'll just make the line a private line to an exention to erase all other programming from the line,let the system update, then re-program it as needed.

This may do the trick, if not, you're no worse off.

is that ext assigned as prime ext for that line? If so invoking nite svc on that phone sends that line to VM I believe.

Just a simple thought.

Auto Att answer lines has to be set for yes for that target line. You can make it answer after a large number of rings during the day but when NS is on it will answer immed.

Try changing the Prime for that target line.

Good Luck!!