I have a customer with a Norstar CICS with a Call Pilot. All voicemail boxes are set to forward to voicemail via screened transfer. Some phones forward to their mailbox as expected and other phone just keep ringing. I have verified that all phones are setup for screened forwarding.

Anyone know why this problem is happening?

Did you check that the phones are all set for Call Forward to VM DN on no answer after x number of rings?

Thanks for the reply!

I believe that feature is in phone system programming and not the Call Pilot, correct? I did check that and some are forwarded to DN 250 and others are not. The ones that work either have it programmed to forward and some do not have forwarding set so there is no rhyme or reason there.

If the Call Pilot is screening the forward, should it matter how the phone is programmed? The CP should forward the call to the mailbox I believe.

Phone system correct. Screen or Blind makes no difference.

Feature 985 will tell the DN of Callpilot to use.....looks like 250 in your case.

I checked all the phones and Feature 985 is set to 250.

So, that is not the issue. What else could be the problem?

I hope you did not go to every phone and hit F985 ?
No matter how bad your programming is, every phone WILL give the same 250 for the F985.

Doing that on just one phone gives you the DN of VM.
As my first post said, that DN (250) needs to be prog into all phones for CFNA.

Well, I checked several phones and compared not all the phones. I'm a little rusty with Norstar

Yes, the phones that fail have 250 in the phone programming for CFNA. So I am wondering what else could be the culprit.

Is it always the same phones that keep ringing instead of going to VM? How many VM ports do you have connected to the KSU?

Did you try rebooting the voice mail system?

Yes, it is always the same phones that do not go to voicemail. There are 4 ports for the voicemail and the company has very little voicemail traffic.

I have also rebooted the voicemail and the phone system.

So you have double checked that Sets/Capabilties/FNA is set to 250

In that case maybe corruption on the Callpilot.
A Re-install or Upgrade might fix it.
3.1 is the latest.

Are you sure that the mailbox and the ext for that mail box match?

I will need to double-check that the mailbox and extensions match. I believe they do. This issue just started out of the blue with this customer.

Also, I will make sure that 250 in set for FNA