sundance-communications.com/forum Forums TDM Business Telephone Systems Nortel Telephones & Systems OCCASIONAL INCOMING CALLS GET ROUTED TO VOICE MAIL

OCCASIONALLY INCOMING PHONE CALLS THAT WOULD NORMALLY BE ANSWERED BY THE RECEPTIONIST WILL BE AUTOMATICALLY FORWARDED TO A VOICE MAIL STATION ON OUR SYSTEM. THERE WILL BE ONE RING AND THEN IT GET TRANSFERRED TO THE VOICE MAIL, BUT THIS HAPPENS ONLY OCCASIONALLY!

ANY SUGGESTIONS AS TO WHAT IS GOING ON OR HOW IT CAN BE FIXED?

Sounds like FWD on busy could be programmed on a ringing phone somewhere. Who's voicemail does it go to? Once you determine the culprit, remove either the ringing or the FWD'ing.

Does it always happen in the same incoming line?

Can we assume that you have a Norstar system??
Are you using PRI or POTS lines ??
If PRI with target lines, are there enough appearances on the receptionist's phone to handle the call load?
Check the PRIME for that target?
Also, as Rich said, who's VM does it go to?

Like Rich & Jim have asked, start taking notes, so that you can help pin it down to when, where, it happens, etc.

You taking the time to check this out saves $$$ for a tech to go in & resolve it, if need be.

POTS LINES - NORSTAR DR5.1 - INCOMING PHONE CALL IS SENT TO BACK UP EXTENSION. THERE IS PLENTY OF CAPACITY AND MAY BE THE ONLY CALL CURRENTLY ON THE SYSTEM AT THE TIME THAT IT WENT AUTOMATICALLY TO VOCIE MAIL.

This may be a situation when only one line in the hunt programmed to ring for 0 or 1 ring in the Table set up. Check out all lines for number of rings in the VM's table set up.

I would first check that extension that you call as a "Back Up" extension.

How exactly is it set up? As a "Ans DN" or is it "Call Forwarded" or simply the the phones have it ringing?

Also please refrain from using CAPS....it denotes yelling.