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Posted By: mavaks Toll free number routed to DID will not roll to voice mail - 07/03/14 05:24 PM
We have a toll free number that has been routed to a DID which routes to an extension. Any busy/no answer calls direct to the extension or the DID roll to the user's voice mail. Any calls to the toll-free number ring the that same extension but then bounce back to the auto-attendant, which is the default call forward path.

Is there a setting I'm missing or should I just have it re-routed to the primary line and route it like a DID using the last 4 digits? They do not conflict with any other DID programmed in the system.
Posted By: Toshiba Bob Re: Toll free number routed to DID will not roll to voice mail - 07/03/14 05:33 PM
Missing possible needed information lets start over with what model Toshiba system, How are you routing the toll free # to the DID, how are you routing the DID to a specific station number, and how do the two differ?
Also are you using DID trunks or possibly a PRI circuit?
Posted By: mavaks Re: Toll free number routed to DID will not roll to voice mail - 07/03/14 05:41 PM
CTX670

Toll free is routed at the CO directly to the DID

DID is routed using last 4 in Prog 309. DN is set in FB05, 06, 07, and 11. 08, 09, 10, 12, and 15 are blank.

PRI circuit
Posted By: Toshiba Bob Re: Toll free number routed to DID will not roll to voice mail - 07/03/14 06:25 PM
You'll need to program the DID to ring somewhere in FB05, 06, 07 and fill in FB 11 & 12.
Makes sure you've set them for dialing digits

Posted By: mavaks Re: Toll free number routed to DID will not roll to voice mail - 07/03/14 07:53 PM
Sorry if I wasn't clear. Those are already programmed and the DID to DN routing works. The Toll-free number also rings to the same DN. The only real issue is what happens when nobody answers. Calls to the DN or DID go to the correct voice mail box. Calls to the toll-free do not.

This is how it is programmed:
01 DID Number
02 1 Processor MOH Jack
03 0
04 0
05 Dialing Digits - DN Number
06 Dialing Digits - DN Number
07 Dialing Digits - DN Number
08 No Data - Blank
09 No Data - Blank
10 No Data - Blank
11 DN Number
12 Blank
15 Blank
16 1
Posted By: phonemeister Re: Toll free number routed to DID will not roll to voice mail - 07/07/14 07:12 PM
Are you sure the toll-free number is pointed to the DID no. in question? To be sure, change the target DN (FB 05-06) in prog 309 to something else. Then call the toll-free no. and see if it follows the change.
Posted By: mavaks Re: Toll free number routed to DID will not roll to voice mail - 07/09/14 06:45 PM
Yes, I supplied the DID number to the telco for the re-routing, so I am sure that is how it is routed. It was previously routed to a completely different number for a call center host.

I added a DID for the toll-free number already and routed it to the DN thinking maybe that would get it to roll over correctly to voice mail but it still goes immediately to the Auto-attendant when the line is busy.

If I just have them route it to the primary number on the PRI I should be able to route it to the DN as a DID using the last 4, correct? If so I will just call them back and have them change it.
Posted By: Toshiba Bob Re: Toll free number routed to DID will not roll to voice mail - 07/09/14 07:03 PM
Is the DN this DID is now pointed to an ACD Agent?

You can also check the previous DID the toll free number was pointed to, "Call Center Host" there might be something your not seeing.

Did you point the DID to another extension as previously asked by Phonemeister?

Have you called the DID number without dialing the toll free number?

Just feel there is something your not sharing.
Posted By: mavaks Re: Toll free number routed to DID will not roll to voice mail - 07/09/14 10:16 PM
No it is not an ACD Agent. The DN is a 20-key DKT phone that has been in use by that person for quite some time.

The call center host was not on this system - it was an Oracle hosted call center application, so our toll-free was being routed to a number they had provided to us. That service has been removed, which is why the toll-free is now being routed back to this system.

I just now changed the DID to a different DN. Exact same behavior. Calling DID rings the new DN. If the station is busy it goes to the voice mail of the new DN. If calling the toll-free, it rings to the new DN. If the station is busy, it goes to the auto-attendant.

Yes, calling the DID directly works perfectly. It's only when dialing the toll-free that it does not go to voice mail when the station assigned to that DID is busy.
Posted By: phonemeister Re: Toll free number routed to DID will not roll to voice mail - 07/10/14 05:50 PM
In prog 309, put the target DN in FB12 and see if that works.
Posted By: mavaks Re: Toll free number routed to DID will not roll to voice mail - 07/24/14 12:51 PM
Finally tracked it down. The CO had routed it to the wrong DID. It was supposed to be routed to xx65 and was actually going to xx60. We had previously used xx60 to route to a MCG containing xx65 before it was moved to the offsite call manager. Since the MCG programming was never removed, the calls were behaving correctly, but it was going to the xx60 mailbox when it hit voice mail, which no longer exists, causing it to roll to the auto-attendant by default.

When in doubt, blame the phone company!
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