sundance-communications.com/forum Forums Other TDM Phone Systems Telrad Telephones & Systems Emagen sending caller to wrong mailbox

This will sound like an operator error, but I was just there and witnessed it for myself.

Not an issue with auto-att.

Scenario:
A call comes in and requests to be transferred to employee A's mailbox. This usually works (call goes directly into A's vm box immediately after the call is transferred and operator releases the call. Sometimes, though, the caller will hear MOH(as if it was ringing a phone, but it does not ring anywhere) before it is transferred to an incorrect mailbox(Employee X).

Same problem with 2 or 3 other mailboxes. All problem calls going to Employee X's Mailbox.

Our Vice President/Lead Tech has been working on this, but has not come up with any answers.

Emagen box Ver. 10.3.11 4-port

Thankyou in advance for your replies.

It sounds like they may have CFNA-Call forward no answer and or CFB- Call forward busy set up on the stations that are getting transferred to that are getting MOH. But I may be wrong.
One of the other guys may have some different info.

How are the calls answered? Live then transfer, Auto Attend, Script mailbox?

call telrad tech support they have a AIO file patch for this problem.

Calls come in Live then XFR to VM.

they are Emagen ver. 10.3.11
I know Telrad was bringing out a fix included in 10.3.12. The AIO will fix?

Is it on their FTP Site?

Thanks a lot

is the AIO file patch for IPEX or PC or both?

I went to another one of our customers today that just upgraded to emagen (10.3.11) who is having the same problem, but it is callers who are live transferred (to vm) to this range of extensions: 201 through 209, that go to vm box 220.

Both of these customers are very large clients.
1 is a 400
the one that just upgraded is a 1000 ksu

Neither are IPEX.

I don't know if that would have anything to do with it, but there are a lot of our customers with the same vm that have never complained about this. I would think that if it was a bug, others would experience it too.

Does this help?

Thankyou

Firstly, I like to give a little disclaimer that I am not formally trained on any of this. I just happen to have one of these things running at my place of work that I've had to coerce into working on a few occasions.
A quick an easy thing to check is your external volume. Log on to the web interface, click on registry, then parameters. On the list find "External Volume." When I got mine it was set to 2. Today it is set to 0. That did the trick for a similar problem I had once upon a time.... Of course, mine involved callers who were dialing into the tenant from outside - it sounds very similar, however.

Transfer to Voice mail is the problem. Also this fixes the DTMF problem on auto ATT. Don't change the EXTERNAL VOLUME ON ANYTHING BESIDE 10.2.X or any PC. This is an IPEX Problem. You can change something in reggresty that might help but I've had no luck with it. If you want this info PRVT MSG ME.