roywata69,
Sorry it took so long to answer, but I went on vacation for the Holiday and assumed someone would be able to finish answering this thread.
Anyway, on to resolving your issue if you haven't solved it already on your own.
1. Look in the Call Routing Announcement [2617] under the Digit Translations and see what it times out to.
- This should be MB 4054 if not write down what is in the Timeout position.
2. Go to Voice Processor > Devices > Mailboxes > 4054 [or whatever was in timeout from the step 1.] and look for that mailbox. If it doesn't exist there then go to Voice Processor > Devices > Extension IDs > 4054 and see if it is there.
3. Verify that the description of the phone is the users name in the format of Lastname, Firstname. If the user's name has a special character in it such as O'Toole the ' needs to be removed or they will never be found.
4. Verify that the Mailbox has been Initialized.
5. Check to see what the Message Notification Phone Value is. This should be the user's softphone [4054?].
6. Go to Voice Processor > Devices > Mailboxes [Extension IDs] > 4054 > Directory Information and make sure that both Items are set to No.
So, if a person calls in and presses # for the Directory it will look in either the Last Name or First Name Directory depending on how it was programmed. Once the first 3 digits are dialed for the name it will look in the Description Field of all Mailboxes and Extension IDs to find a suitable match. If it fails to find an exact match it will go to the next closest match and make you look for the person that way. The things that will stop this from working are:
1. The person doesn't have a mailbox or extension ID
2. The mailbox is not initialized. <- Only an issue on certain versions of software.
3. The Mailbox or Extension ID is Unlisted or Private
4. The Description of the Mailbox or Extension ID has a special character in it, ~ or ', that can't be dialed on a phone keypad.
Those should be the only programmable reasons a person can't reach someone via the Voice Processor Directory.
Thanks,
TE