atcomsystems.ca/forum Forums TDM Business Telephone Systems Toshiba Telephones & Systems DK 424 voicemail issue

First off - I am by no means an expert on Toshiba systems, let alone any PBX.

So - we have an issue forwarding voice mails to an extension within the company. So far, no one else has this problem.

Forwarding, for lack of a better word,'normal' calls works however. I have no previous experience with his system.....

any help would be greatly appreciated!

thanks in advance

Thought i might add a bit more helpful hints:

when the call is transferred, the sender cannot hear a tone or ring after it is forwarded.

1-either hook up a music on hold source or

2-set xfer tone(prog. 10-2 led 5)to ring instead of moh

Im sorry about the confusion - I meant transferring a call directly to someones voice mail DOES not work - all the sender gets is silence.

Would your suggestion still apply?

Let's get this straight...

You answer a call and want to xfer it to someone else. You...

A-press cnf/trn and dial the other extension and hangup.

B-press cnf/trn and dial the vm pilot number and then the direct message code for the mailbox and hangup.

In either case the caller would hear silence when you press cnf/trn if there is no moh hooked up. In scenario A, when you hung up the caller would continue to hear moh(silence) or if the system is programmed to, they would then hear ringing until the call forwarded to vm and it answered.
In scenario B, the caller would hear moh(silence) until you hung up. At which time they would hear the vm greeting.

Scenario B is the one we would be in.

What happens rather than hearing the VM greeting right away, you can hear the destination ext ring until it stops. The VM is not heard, even if you wait 5 rings.

It doesn't sound like scenario B if the extension is ringing. Scenario A if transfering to the extension then after a few rings it should, if set correctly, go to voicemail.

So that the slow people in the back row can follow you correctly, lets start with the call;

A call come in, answered by Voicemail Auto Attendant or live answer?

Caller wants to talk to Bob, who is on vacation, do you;
A- press cnf/trn and dial the other extension and hangup?
or
B- press cnf/trn, dial the voicemail, wait for VM to answer, dial 998#, then ext #, then hangup? (direct to VM)?

If A, does extenion ring indefinately without fowarding to voicemail?

Scenario B would assume a Amanada or Stratagy voicemail. Your direct to voicemail setup may differ slightly.


The silence during the transfer is a programing option where the caller being transfered can hear either Music on hold (MOH), or Ringing (RBT). If you hook up a music source, the caller will hear music during the trasnfer.

Also, is it a display phone? If so, does the display show anything? Most commonly the phones would say CF-NA for Call foward, no answer to voicemail, or CF-BNA for busy no answer.

Calls are answered by live attendant(receptionist) - and yes, we are transferring DIRECTLY to VM (B). The thing is, it rings like (A) but never forwards to VM.

We are using Toshiba DKT3220-SD digital phones through a Strata DK424 system.

I never did pay attention to the display - would the code show on the destined phone or the sender's (receptionist)?

Can you dial the VM direct?

yes - if I press the voicemail key - i can get to it through the system....