When you say the call comes in and goes directly to voice mail..... are you refering to the system's auto attendant (e.g., "thank you for calling ABC company, if you know your party's extension......") or are you refering to calls immediately going to a personal mailbox (e.g., Mary's mailbox at extension 107)?
Many systems are programmed with a "Night mode" key, when pressed.. sends callers directly to vm auto attendant. Look at the diplay on the phone, is there a black box icon just to the left of the time? If so, the system is in night mode. You can turn that off by pressing [FNC], dial 80, press [FNC] at station 100 or 101.
If your lines are programmed to where they are direct terminated to a Call Arrival key (aka Secondary Incoming Extension), that key may be call-forwarded-all-calls to voice mail. To undo this, we will need to know what the Call Arrival key extension is.
If it's a case of Mary having a direct line to her phone, and the call goes directly to her personal mailbox, you can cancel a station's call-forward-all-calls to voice mail, by pressing [Speaker], then dialing 42, press [speaker].
