atcomsystems.ca/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems Calls going directly to voicemail

I have 2 different customers both with 6.1 MR software, one has a PRI and the other has a regular T1 both with DID's. My customers are reporting that intermittently calls will go directly to voicemail without ringing the appropriate phone, and that the user is sitting there NOT on the phone. I have all users with 2 I/C keys and DID's set to ring only so the calls should come in even if they ARE on the phone. Has anybody seen this or had this reported to them? For one of the customers I did go back and set their DID's to have 2 appearances (Ring Only)and haven't heard them report this problem since, but the 2 intercoms should have done the same thing. Just thought I'd throw this out there.

I will check the prime set for the target line and make sure each target line is assigned to its extension as prime set not to the operator (by default) or the VM DN.2 IC keys its not the same like having 2 appearances unless the DID number matching the extension number other than this then it will not make any difference and you will have only one ring as per one target line. I hope that helps.

Samh,
The first part I got and I'm good there but you lost me at the end, are you saying that if I want a phone to accept 2 calls on it's DID (the DID number and Ext number do match by the way) I have to set it up with 2 appearances of it's DID? I have always thought all you had to do was give the phone more than one Intercom key and the set would accept as many calls as it has Intercom keys.

If the DID number match the extension number then theoretically it should as many times as you have IC keys, so if you have 2 you should be able to receive 2 calls, however it does not work all the time (if you have a call on hold or transfer a call you loose 1 intercom key at that time), so I would suggest using the target line appearances option so you don’t have to leave it for a chance to fail. That’s my opinion.