I have an FX-II that I made some changes to... now they say it's randomly going to VM when they have some call coming. I know, not much to go on.

Here's what I did:
Old: Direct Ringing to 310, 330, 316, 338
New: Direct Ringing to 310, 330,316,343, 322
338 was an attendant and the overflow attendant for 310. I made 330 an attendant and the overflow for 310.

None of the VM ports have direct or delayed ringing assigned.
I have a few hunt groups set up, but they are only used in night mode. I can't remember why we aren't using a hunt group for day ringing (it was a preference due to the way it rings or ability to pick up). I don't like direct ringing on stations. Seems harder to troubleshoot.

Is there any setting that I should be checking? Something that would cause the calls to go to VM if a station was busy? I don't see anything that looks off here. Frustrating.

Thanks in advance.
Tylan

Could one of the stations be set for all calls to forward to VM?

You mean on the station attributes in VMMI? I think that was how it was set before. They are all set to Forward Type: All Calls, FWD RNA ring busy: yes, and Station RNA Rings 6.

Do those settings look right? I want any of those 5 stations to be able to grab the call if 310 happens to be busy.

Make sure all the programmed stations have a phone plugged in otherwise it will do what you are reporting.

I've been burnt by this one before - that's not it. Wish it was. It's working most of the time.

Today they reported that the receptionist's phone said "call from VM-1" and the call had went direct to VM without ringing any of the 5 phones before transferring out.

However, I haven't see this yet.

Do you have group intercom access and those group intercoms listed in the hunt list? Trying to eliminate each set forwarding if busy on one call.

I don't think that anyone has group intercoms other than the attendant. And her phone may not even have appearances for them.

Are they required? We didn't have any before and never had this issue.

If I give each ext a group intercom, do they also need a button? I'm not looking the other users to answer when they are on a call, just want to ring the other 4 phones.

Did you change the "Operator Station" in System Parameters?

I have not changed the operator station ever. I can check that.

I'm interested in the Group Intercoms. Do I need them? What about the ring busy setting I have turned on?

Group intercoms allow multiple calls to a set. Personally I'd delete 342 and 322 to see if the problem persists. I think you have a single call only set up on one set with a forward to voice mail if busy.

I tested myself, and found some of the customer's details lacking. LOL Nothing new there.

The problem was that the new extensions I added had only 1 intercom and no line appearances. (Just parks). I added a group intercom to both of them and if it's an issue I'll either add another group intercom or line appearances.

For the life of me I cannot remember the reason the customer didn't like the hunt group I had originally. I can't remember if the caller id is different, or the ability to pick up the call... or maybe something to do with line appearances acting differently. Is there anything that should be different vs direct ringing?

Thanks for all the tips & ideas