First off, we don't typically install Nortel, so i am fairly unfamiliar with them, so if this is a simple issue, I apologize. I am a Comdial/Vertical installer. Anyway, I have a customer that insisted on a Nortel ICS O X32 install from us back in 2006. It has worked flawlessly until last week. He called and said line 1 was not working. I checked it and line 1 is shorted in the cabinet. He has spare line inputs, so I moved the line to an unused input and programmed accordingly and left. All was good (I thought). Customer called back a couple of days later and said that after 6 rings, the voice mail picks up and plays a general mailbox greeting. Before it would play a greeting for box 221. I have slept since the original install and I can not figure out how to either re record the general mailbox greeting, or make the calls go to box 221. What am I missing?

Are you sure the calls are going to the General Delivery MB? Most likely someone has changed their CFNA setting to a number of rings lower than the AA is set for.

I will go out on a limb with this answer.
Just guessing. so don't get mad if this is not the correct answer.

Line 1 when working was answered by Auto Attendant.
You moved line 1 down to a line number that was not programmed to be answered by AA.
So CFNA is taking over and sending it to someones mail box.

I agree w/ NTlayoff. Sounds like the AA needs to be reprogrammed to answer the new line.

Thanks guys, The AA is not being used. The voice mail is strictly for answering calls that go unanswered, like after 6 rings. I agree that it may be an issue with line 1, but, it is doing the same on all lines. The reason i am saying general mailbox is because the message that is played says, "You have reached the General Mailbox, please leave a message" I think it is simply a matter of making box 221 answer the call?
Also, when I moved the line, I copied line 1 programming to line 32.

Is line 5 programmed to any other sets that interfere? private then back to

Set operator for line 5 to x221

Do you guys ever have one of those "DUH, I am so stupid moments?" I do, all too often. My problem was that a station had been set to CFNA to voice mail that does not have voice mail. Apparently, when this happens, it goes to the General Mailbox Greeting. I am almost too ashamed to post this, but I hate when someone figures something out and doesn't share.