atcomsystems.ca/forum Forums Other TDM Phone Systems Executone-Isoetec Telephones & Systems Extensions don't ring and calls sent directly to voicemail

This site helped me in the passed so I'm back to try once more.
We replaced our Executone IDS 108 and Infostar VX2 system and sent it to one of our branch offices. (we moved and got a new system). Originally the systems was configured to operate without an operator at the IOT. The new office wants to use an operator.
Here is the problem: When the operator transfers a caller to an extension, the externsion doesn't ring. It automatically rolls to voicemail.
I've been on the phone trying to help the other office and I'm out of ideas to check. The hunt greoup for all of the lines (on the B screen)are set to to 00 (not 36 like we used to have).

On the G screen each extension is set to Y under all of the headings for both the ICM and CO sections.

They have my programming manual and are doing the best they can but are getting frustrated, so they called me. Without a manual in front of me I am at a disadvantage.

Any Ideas?

"On the G screen each extension is set to Y under all of the headings for both the ICM and CO sections."

Well if forward all is set to VMS then yes calls will go to voicemail.If that is the case then I assume they also can't call each other on the intercom as well as those calls would also forward to voicemail.

My mistake. The all column is set to 'N'.

Ok,
How is the operator transferring the calls?Are you sure they aren't doing a transfer to the maibox instead of the extension?

Don't know. I'll have to find out.

They verified that the operator is transferring to extensions.

From the C screen: If the operator answers transfers to ext 3002, she presses tr/con, (3002), callers are transferred to ext 3002, then after few rings to 3902, status screen showed xFrd 3002, then TALK 3902.
Note the extension does not ring at the desk. I think the ring is the VMS's ring.

Also: xfr to VMS (Operator pressed tr/con, 76 + 3002), I was transferred to 3902 according to status screen showed TALK 3902.

Also been told that if the operator does not answer, the System Attendant answers, whether dialing the extension or dialing by name, it transfers directly to the VMS of that extension.
The C screen shows ext 3901 answering after 5 rings, then status changes to talk (System Attendant answers). Shows no other status on the extension I am testing on, such as 3002. In other words, extension 3002 never shows on the status screen.

I can't think of why none of the extensions would ring when transfered to them. I know it has to be something simple. Since we are using an operator, all of the lines are on Hunt Group 00.

I think your problem has to do with the having 2 sets of extensions such as 3002 and 3902. It seems like at one time someone was doing some type of special work around programing maybe for auto attendant. Maybe 3002 is forwarded all to 3902, or something like that. Its hard to tell without looking at the programing.

If you are using the IOT at the ' operator '

try using the Ivie key(can't remember how it's spelled?) to transfer the calls

like this, call on the line, press IVIE key, and the last 3 numbers of the ext 002, then release.

see if this works.

All, thanks for the info I’ll ask them to look at that.
After some more interrogation of the user I found the problem was a little different than I first thought.
Seems that when the Operator xfers to an extension all is fine.
The problem comes in when the operator doesn't pick up the call and the AA picks it up. When the caller xfers to the extension via dial by name or dialing the extension. That’s when the extension does not ring at the desk.

On vx2 changed the from AutoM to AutoS. Now calls are being sent to the subscribers phone and it rings. No the problem seems to be that when the subscriber does not pick up the call goes back to the System GTreeting not the subscriber mailbox. However if the caller presses * plus the extension the call will go to the subscriber voicemail.
Also found out that when the subscriber presses the VMS Key on the phone it goes to the System Attendant.
I've seen this before but can't seem to to recall where to set it.
On the G screen, under VMS on the far right, does the VMS group need to be 36 if the hunt group is 00. I'm thinking this the area that needs to have a setting changed.