atcomsystems.ca/forum Forums TDM Business Telephone Systems Vodavi Telephones & Systems Voice mail problem

We have a Starplus STS system. Sometime this morning an odd problem started to happen. We are configured for the auto attendant to answer, callers can enter an extension, and it prompts for the callers name. Incoming calls are ringing at the extensions, and if they are not answered, the caller just continues to hear music on hold. A voice mail message with the caller's name as recorded when they were prompted goes into the voice mail box. The call is never routed to leave a voice mail message.

We tried to turn off the voice mail system and turn it back on thinking a reboot would clear it. Nothing changed, when it came back on it is still leaving calls in limbo after four rings.

Any help would be appreciated!

That is a bit odd that this just started happening. It almost sounds as if the phones are not forwarded to voice mail. Normally, the installer establishes preset forwarding to handle this.

I get the impression that the auto attendant is working and answering calls, correct?

You can use station forwarding instead. Just dial 640 + 7440 at one of the phones, then test it. If this works, repeat this process for all other phones.

It is very odd. The auto attendant is working fine, it directs the calls to the extension and if someone is at the phone they can answer the call. If not, it rings a few times then stops ringing, but the call just stays in limbo. I called in from my cell phone and let it ring. When my extension stops ringing, the call should go to voice mail, but it just gets held. On the incoming caller side, I just continue to hear music on hold.

I did try 640 + 7440 but nothing different, if I let the call go to voice mail it just stays held. I hear music on the outside caller side. I stayed on hold for a few minutes but it never gets released to voice mail or anything.

What happens when you dial ext. 440 from any of the phones?

It prompts me to enter a password.

Messages prior to this morning are still in voice mail, and if you press the voice mail button it prompts for a password to retrieve messages. From that voice mail seems to be working fine, but the phone system does not seem to transfer the call to voice mail if busy/no answer, the call just gets held. The outside caller continues to hear music.

Just so that I'm clear in my understanding:

1. A caller dials in and reaches the main auto attendant greeting;

2. The caller dials the extension desired;

3. They hear ringing while the call is transferred to the extension;

4. Instead of reaching the mailbox, they hear music on hold.

Am I correct in my assumption?

Thank you. Yes, that is what is happening. If someone is at the extension when it rings they can answer the call. If not it, the caller continues to hear music on hold. I stayed on hold for several minutes but the call never went anywhere.

With supervised xfer, you probably have HDD or Dispatch VM. I never use supervision since it ties up ports. Ports were costly when I started and old habits are hard to break. Anyway, non-forwarded unanswered calls return to the AA via transfer recall. Since yours don't, your call is in some type of transfer or consultation hold state. What would happen if you turned off supervised xfer?

How would I do that?