sundance-communications.com/forum Forums TDM Business Telephone Systems Panasonic Telephones & Systems Voicemail not picking up call transfer.

I'm new and not very trained on phone systems so bear with me.

Customer has a TD-816 system with a TVS50 voicemail. I moved a extension and added a new one and now the voicemail will not pick up calls transfered to a extension. The phones have FWD/DND turned on and to go to voicemail if busy or no answer. If you transfer a call and the extension isn't picked up, the phone stops ringing but the extension transfering the call keeps ringing in the handset. Kind of tough to describe but everything seems set right and all I changed in the voicemail was adding a new mailbox and changing a extension on another. I am using Programator and VoicemailMaster to perform the programing.

If anybody can shed some light on this, I would appreciate it.

Thanks,
Kazz

Well, the 1st thing you should do is get rid of that
Programator and VoicemailMaster. There garbage and have been known to cause problems.
If your an IT guy just set up hyperTerm and use a NULL modem cable for the voice mail.
9600, 8, N & 1.
No flow control and do not use auto detect.
VT 100 or 220 terminal.
It sounds as though the call is transfering to the voicemail but the voicemail is not picking up.
Is the light on the tvs solid or flashing?
Call 165 and 166 and see if the TVS 50 answers.
I think you opened something when you added that new extension.
Use a display set to program the TD816.
MrG

Yes the TVS50 is working. I'm really thinking there is a simple setting that I'm missing. Sorry I forgot to mention I did a complete reset of the PBX so I'm thinking there is something I'm missing.

This whole set up is a cluster. We took on this company and the wiring of the PBX to the punch down block is a disaster! Everything was fine until we had to move an extension to a different wire run. That was when we found out the extensions were wired wrong. They weren't in the right order. 2 was on top, 1 was next, 9 was next and so on. It's been a nightmare since.

I'm alot more trained on copiers then phones. Thanks for the heads up on those programs. I saw a web site that sells the Panasonic software but it's real expensive.

Thanks,
Kazz

Can you call 165 and 166 and get the voicemail to answer?
MrG

Yes.

Is it only 1 extension that does this?
Is it a display set?
Cancell the CF/BNA and reset it.
You can also try deleting the mailbox and rebuilding it. Maybe an alternate transfer sequence is set.
I'm curious to know if it's only this one extension.
MrG

It does it on all extensions. All of the phones are 7050's except one is a 7456. CF/BNA, is that something to do with Call Forwarding? I got to looking at the user manual for the PBX last night and noticed the settings for Call Forwarding. Since I did a dump and reload of the PBX, do I need to reset these settings?

Kazz

The 7400 series phones are for version 3 and higher.
the 7000 series sets are analog.(they will work, you just don't have all the features.)
You must have bought this used .
When you say you "dumped" and reloaded the switch I'm not sure what your referring to.
Did you default it?
I'm telling you, you have to get rid of that software!
This is a small system and you should be able to program it through the 7456 in 10 or 15 minuits.
Hyperterm and a NULL modem cable will work just fine for the voicemail.
It would be a good idea to default both and start from scratch.
You may want to call a Tech. for this.
It shouldn't take more then a "standard service call", 1 hour.
MrG

This isn't our system, we are servicing it for a computer customer of ours. The company that sold and installed it is an authorized Panasonic phone dealer. The customer asked us to service their system last summer because the dealer was a jerk and couldn't fix some problems they had. We are a Panasonic copier and fax dealer and do have some phone experience and do have Panasonic manuals for the phone systems.

What I meant by dumping the PBX was doing a reset with the switch and push button on the side of the box. I guess that would be setting it to default. I did go back today and set the command for Call Forwarding for Busy/No Answer to go to their voicemail and that seems to have fixed it. I went to each phone and set them up the same. I knew it would be some stupid setting that I didn't know about because of my inexperience. Thank God we have manuals.

I'd be curious to know what issues you've seen with Programator and VoiceMail Master. I do know the versions we have are older but they seem to work. I'm not defending them, I'd just like a heads up for down the road.

Thanks for your help MrGemini. I'm happy I found this forum because I'm sure I'll need more help down the road. Like my sig says, this phone stuff was forced on me and I'll need to make the best of it.

Kazz