atcomsystems.ca/forum Forums TDM Business Telephone Systems Avaya - Lucent Telephones & Systems Partner System Help

I am a Partner newbie, so please forgive me if this seems simple. I have been asked by one of our remote locations that has a Partner with voicemail installed to track down a problem that seems to not make sense. When a call comes into this auto attendant and the caller chooses 5 (the receptionist) if let to go to voicemail, it seems to get stuck in a loop that calls a different extension. This different extension is a different department that is unrelated to this one. I need the call to go to voicemail instead of the forwarding, but cannot seem to find this in the manuals. Any help would be appreciated.

A few questions to help get the ball rolling:

Does the receptionist have Do Not Disturb activated on the extension?

Is Call Forwarding active for the extension?

In the voicemail, what is Selector Code 5 set up as?

Can you list the modules that are onsite (processor....voicemail)?

Does it cover to voicemail if you just call it from another extension? Perhaps Auto VMS cover is off, and the VM is set to transfer unanswered transfers without VM coverage to this different extension?

dexman: I am working at getting the information together, but here is what I have so far.
She is able to get calls normally. This occurrance is when she steps away from her desk and does not answer the ringing line. I did not check call forward activation. I will make certain this is not active today, but it seems that it would not be, as she is able to get calls. Sector Code 5? I will have to look that up. As far as the system: 1 main processor, 3 expansion boards, partner messaging module, remote access card, system software R6.0.4.

TouchToneTommy: From my understanding, inside calls do not go to voicemail.

If inside calls do not go to voicemail, (and I'm talking about RINGING inside calls, NOT voice-announced inside calls (Intercom-*-Ext. No.)), check #310 for that extension, make sure it is set to 1-Assigned.

What extension is the receptionist? What extension (the "different" extension) does the call go to if the receptionist doesn't pick the call up?

-Hal

I have been given a bit of new info that might help clarify. There are 8 total lines. All in one pool. 4 for one department, 4 for the other that occupies the space. The first 4 use the voicemail, the second four do not. The calls coming into the receptionist in the second four on ext 26, if not answered, are transferred to the receptionist on the first 4. If that receptionist does not answer, it appears that the caller is looped to this same extension (10) until answered. I have installed remote pc connection but am stumped at the next step.

How about telling us what messaging system and release you are using and what Partner system- I assume an ACS since you mentioned remote admin. If so what is that release.

-Hal

As far as the system: 1 main processor, 3 expansion boards, partner messaging module (r7), remote access card, system software R6.0.4.

There are 8 total lines. All in one pool.

Is the ACS in hybrid or pool mode?

If that receptionist does not answer, it appears that the caller is looped to this same extension (10) until answered.

What do you mean by looped? What exactly happens?

Let me ask you this- is this the way you want it to work except for the "looping"?

-Hal