atcomsystems.ca/forum Forums TDM Business Telephone Systems Inter-Tel Telephones & Systems Every Second Call Hitting Unknown Recording

We have a CS-5200 with a weird voicemail\ring-in issue. They have three lines in hunt in a trunk group. If one person calls in, they are directed to the proper location listed in the Day Ring-In Type. However, if another person calls in right after the first person, they receive a specific recording, whether the day ring-in type is a STAR, specific application, hunt group or single extension. I have tried setting the day and night ring-in to a hunt group and the second caller always receives the same recording. The other odd thing is that I cannot find out where this recording is...

I've rebooted the system for S's & G's, but still the same thing.. :confused: Any ideas??

Side Note: There is another trunk group on the system with a separate hunt group from the telco vendor and is pointed to a station hunt group Don't think that will matter, but figured I would throw it in there.

Thanks

What does the greeting say? Is it apparent if it is coming from the system or not?

Duplicate the problem and when the second call is being made, try to find it on the block with a butt set. Once you have verified that it is there, trace it out and make sure it is connected to the system where you think it is supposed to. I would also double check the actual pair it is coming into the system on as those can sometimes be reversed as well.

You can also try to find the specific recording in the system by listening to them through the admin mailbox or by calling each individual CRA.

Make sure that the trunks/circuits in the CO trunk group in question are the actual ones that are physically connected.

My guess would be that a Call Forward/Busy is enabled on line 1. What happens when you dial line 2 directly?

I think DND ON hit it on the head. I guess I forgot you could actually forward trunks, themselves. I can call each of the lines individually and receive the correct greeting, but when I try to call the main number simultaneously I get the weird greeting. The greeting is from the phone system itself and unfortunately I am a state away from where the system resides. Can I fix this through programming or do I need to walk someone in the office through this over the phone?

Thanks!

This is not a phone system feature, but is on the CO line itself (before the call even arrives in the building).

You could try *73 or 73# to cancel, but Call Forward/Busy is normally programmed by the carrier. You will most likely have to contact the carrier to cancel it.

I guess that would explain why the 2nd call would not show in the SMDR output. I am just wondering how it's forwarding to something with a staffperson's voice on it. Wouldn't think it would be a cell phone because it comes on and says thank your for calling their company..

As one of the last ditch efforts I called the telco vendor and it turns out voicemail has been reactivated on their main number. Once the voicemail was removed and hunting fixed all worked as it should. :toast: