Envelope Key

[pakman]

I have a user that when her handset is down if she pushes the envelope key it asks her to read message and she clicks yes then dial one of the VM HG numbers. However, if she picks up the handset or uses speaker phone and presses the envelope key it goes to NuPoint like it should. I've looked at her COS compared to her co-worker who's phone you can just press the envelope key with the handset down and it rings NuPoint just fine.

what am I missing?

Thanks

[sarond]

Check the Call Coverage Service is the same as the others for that extension.

[johnp]

Is that not the default operation?

[pakman]

yes, call coverage is the same. In fact I discovered my co-worker sitting next to me has the same issue. Press the envelope with handset on hook it ask to read message and off hook it calls the the number just fine.

We all have the same COS so this is puzzling. I don't think that's the default as I've never had to hit read message before.

[lundah]

If their MWI key is lit, what you described is how it should work. Pressing the Message key will take you straight to VM under both lit and unlit conditions only when the phone is off-hook, so just train the users to always do it that way.