Extension DID hitting Auto Attendant not user extension voicemail

[Tecno]

Good Morning,

I have a situation, where the DID for the extension is ringing to auto attendant after busy no answer. If you call the extension internally it goes to the correct voicemail.

Call routing is point to the extension and busy no answer is pointing to user voicemail box.

Tried setting up a name tag to force the calls to go to users voicemail box, no luck.

Any ideas or suggestions would be appreciated.

Thanks,

Tecno

[acejavelin]

So the DID is just pointed to the extension, either via System Speed Call or DID Translation Table and properly rings the phone?

And you have the Call Routing 1st Alternative set for all call types?

What is the result of a LOCATE FEATURE EXTENSION xxxx for the extension in question?

[Oldvzguy]

I am having the same problem. The call flows works with four digits but doesn't work with an outside caller. Hope to see a solution because no call flows are working.

[Tecno]

So I am on a what I believe is the newest version of the MCD

In Call Handling -----> Direct Inward Dial -----> the DID is pointing to extension. The phone rings ( the extension is actually ringing) and after 4 ring the auto attendant is picking  up versus the users voicemail box.

In Call Handling------> Call Rerouting--------> 1st Alternate and 2nd Alternate are both pointing to the 6000 which if the mailbox for that extension

The funny thing is thou is that when I point Always alternative to voicemail it goes directly to the auto attendant and not the users voicemail box. (Strange)

If I call the extension within the phone system it rings the extension, then it is routed to the correct voicemail box. It seems to only be inbound numbers calling with outside the network.

[Oldvzguy]

Working w Mitel now, they are doing some changes with the timing in the root director at the moment

[Tecno]

Anyone have any other suggestions?

[bluewhite4]

The only time I have seem something similar is when the COS for the voicemail had Caller ID enabled on it. And a company who was calling my customer had a 0 in their Caller ID name. So Voicemail was seeing the 0 being passed to it from Caller ID name, and zeroing out of the mailbox.

The only solution we had at the time was to turn off Caller ID for the voicemail COS ports.

[Tecno]

Blue - I appreciate the suggestion. I tried it and it didn't work.

The only other thing I was able to find out is that one specific DID has this issue. I point a different DID to the same mailbox and it hits the correct voicemail, I point the (bad DID) to a different mailbox and it has the same issue where it the auto attendant picks up versus the users voicemail box.

Any other suggestions would be appreciated.

Thanks,

Tecno

[mszodiac]

Have you tried enabling CCS trace, then making the call? It can show you the numbers coming in, the number that the voicemail is receiving.

[Tecno]

mszodiac or anyone

Would you mind explaining how I set up a CCS trace?

Thanks,

Tecno

[acejavelin]

mszodiac or anyone

Would you mind explaining how I set up a CCS trace?

Thanks,

Tecno

In maintenance commands enter:

ccs trace enable continuous

then when done:

ccs trace disable

It will show all call processing for all devices, so best to do this during a low traffic period

[johnp]

Are the trunks SIP?

[Oldvzguy]

As I mentioned we had the same problem with all our call flows not working on outside calls. The fix was changing the timing in one of our switches, we are working with a 3300 and 2000sx. I will check my notes and let you know what was changed in the switch. I am not in work at the moment.