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Joined: Jan 2018
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zelon88 Offline OP
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Hi there!

I am trying to figure out why calls to our front desk are being forwarded to our old IT extension after business hours instead of going to voicemail.

I have a Samsung OfficeServ 7100 system with mostly iDCS 18D handsets. I have tried clearing the DND and forwarding functions on the handsets by dialing 400 and 600 respectively but it doesn't seem to have any effect.

I have been using the Samsung Installation Tool software which seems to be exceedingly complicated. And the documentation is terrible, and (as a software dev myself) the entire application was written in Engrish with no meaningful glossary to explain all the needless abbreviations.

I've spent a lot of time fumbling around and the closest thing I could find in the Installation Tool software related to this is "MMC 5.15.6 - Call Forwarding", which doesn't seem to contain anything that links these two extensions together.

I would really like to put this issue to bed, but I am running out of ideas. I was hoping one of you experts could point me in the right direction.

Thank you! 2thumbs

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pvj Offline
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Did you check the preset forwarding?
It could also be a setting in the voicemail night menu as well hard to tell.
Clearing Call forwarding on an extension won't affect group settings . The answer is it could be a few things depending on how the system is programmed.

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zelon88 Offline OP
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Thanks so much for the quick reply!

Where can I find the settings for preset forwarding?
Also, where can I find the voicemail night menu?

I am more than willing to provide all the screenshots, photographs, and config information I have if you think any of it will help.

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pvj Offline
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Don't use IT Tool but in keyset programming it is mmc316 but I doubt that's your problem. What happens?Ie a call comes in..... What does a caller do to go to the old IT extension?

Does the phone system switch ringing at a certain time? Night menu would be under menu in the voicemail programming.

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zelon88 Offline OP
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During the day a call comes in and gets answered by the front desk. If she's not there the call goes to voicemail.

At night (I haven't found out the exact time yet) a caller will be forwarded to IT where they usually leave their message.

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pvj Offline
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It's hard to say but it is possible at night that calls are answered by an auto attendant and the "0" destination or no input is the IT desk.That's my guess but you'll have to check the menu programming.Are calls answered by an auto attendant at night when this happens?

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zelon88 Offline OP
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Yes.

There appears to be a day greeting and a night greeting. Apparently after hours the front desk phone rings several other extensions as well, and then it goes to IT voicemail.

How do I access menu programming?

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pvj Offline
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Well I use OSDM to PC program .If you have older software I believe you can use IE to access the voicemail programming


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