sundance-communications.com/forum Forums Other TDM Phone Systems VoiceMail Systems and Programming KV 8.2 Voice box problem

To start, I'm new to the whole VM/Phone System thing. I've been working on PCs, electrical wiring, and the like since I could walk(well, more just tearing stuff apart back then), but never had to deal with any kind of phone system untill recently.
I'm the 2nd in charge of all things electronic at the office, computers/fax/copier... My boss has been here a few years, and done a good job getting to know the phone system, but we both would like to learn more. Since I've arrived we have gotten rid of an old Windows 98 machine that ran the Call Collection and upgraded it to a newer XP machine, which was my first ever experience with Comdial.

Setup:
Comdial FXT (FXCBX-2BP) r 17D
Key Voice 8.2 12-line plugged to an FXSRV2 r A board (COM3)
Comdial Impact phones

On to the problem. VM works flawlessly, except for one extension. When on the phone, the VM plays an 'out of town' message, just for this one extension. We've gone through and deleted all messages for this user, but whenever he is on one line(200) and his other line (3200) rings in and goes to VM, they get his 'out of town' message.

First of all, welcome to the board!

There are a number of possibilities that could be causing this. There could be a translation written to send the caller to a different greeting for the same mailbox, or to a different box altogether. If you watch the screen when the call goes to that "out of town" greeting, you should see what box it's in. Once you know that, then it's a matter of changing that greeting. If it's a translation that's sending it there, you'll need to eliminate that translation.

Is the "out of town" greeting ONLY played when the phone is busy, or also on a ring no answer?

Is it only on one EXTENSION or only on one outside LINE?

There are definitely other factors to consider. Start with answering these questions.

If this gets into translations, you may want to consider calling in a certified tech to help show you through this. Dealing with translations, troubleshooting where things are going, etc. can be tricky; it's possible to really foul up your system if you don't know what you're doing. A little training can go a long way.

Justin

Currently it only happens when the line is busy. It forwards properly when he doesn't answer or sets an Out of Office. And to repeat, JUST ON ONE EXTENSION.

I'll watch to see where it sends it. As far as a certified tech, we're fully capable and even have quite a bit of documentation, just trying to save some troubleshooting time.

If it's happening when the outside LINE is busy, then it sounds like it's hunting to another outside LINE. Is that the case, or are you meaning that it happens when the EXTENSION is busy?

Justin

Upon finally going to the extension and talking to the user myself, apparently there was a communication mix up and this may just be a general Comdial FXT problem and not even VM.

The problem is that when this particular extension is busy, it is set to put people in a queue. Instead of hearing the normal 'You are in queue position 1/2/...' (which it used to do) , the caller hears the VM greeting for 'Out of Town'. All VM greetings were deleted and rerecorded for the user and the issue persists. Watching the LCD shows no indication of anyone being in queue, the phone only gives a quick blink on the Line 1 LED to let you know something happened.

When I said "watch the screen", I meant the voicemail, not the phone's LCD.