I am a new technician coming into a company and have an issue that I have been unable to figure out so far.

We have Toshiba IP5000 series phones that are controlled by an IPedge system and one of our people have a direct line set up.
When someone calls the direct line, and this employee doesn't pick it up, that person is redirected to our Customer Service group instead of her voicemail box.
The mailbox works if someone was to call the work phone number and extension though.

I have looked in the routing options of the IPedge system and no CID or Advanced CID routing is set up.

Anyone know how to fix this?

I know how. But the answer to this could be many different reasons so without looking at the programming I cant give you a direct answer.

I know how to fix it but as SSPhone has said you need to check how the system is configured before making changes as it can affect how the system is setup.

Do you have any remote access to the system so someone would be able to help you out?