NuPoint message light and Call Back issue

[evan631]

We are having a strange issue with our MWI lights and voicemail. 

We receive the blinking light when a voicemail is left, we press the blinking light, but does not ring into voicemail system.  Instead it goes to the Read Message prompts as if there is a Call Me back message. 

It's happening to many if not all voicemail boxes.  People are deleting the "read message", and not listening to voicemail....becoming an issue.

Anyway of fixing this? Nothing has changed on our side.  Using Nupoint Build: 16.2.0.5.01 with ICP 3300, and 5330 IP phones.

Thanks for the help!

-Evan

[johnp]

Have you tried lifting the handset before pressing the button?

[evan631]

We have always just hit the flashing button.  I just pressed a line then the VM button, it dialed into VM system.

I noticed I posted this same issue two years ago.  But since then we have been upgraded to new version.

I think eventually it will resolve itself.  Maybe we need a reboot on the NuPoint

[ralph]

Try this:
On the phone, hit the blue button.
Hit settings.
Hit "Message key Config"
Be sure "Open Voicemail App" in NOT checked.

Ralph

[evan631]

Try this:
On the phone, hit the blue button.
Hit settings.
Hit "Message key Config"
Be sure "Open Voicemail App" in NOT checked.

Ralph

Thanks Ralph.  I already checked that, all good there.  We had that issue a while back too!

[lundah]

What release is the 3300? If you're on MCD6 or newer, take a look at the Call Coverage Services settings.

[evan631]

What release is the 3300? If you're on MCD6 or newer, take a look at the Call Coverage Services settings.

WE are at MCD Release 6.0 SP2.

Not sure what to be looking at in the Call Coverage Services settings?  Our voicemail hunt group is listed under the Voicemail tab.

Thanks

[sarond]

HCI Reroute will normally set the MWI with NuPoint.
Make sure the HCI Reroute Hunt Group is forwarded to the VM Pilot