System Speed Call not making it to VoiceMail

[tommyclowers]

I have a System Speed Call going to an external number, call connects and rings but doesnt make it to the users VoiceMail before rerouting to the AutoAttendant. Is there a timer that needs to be increased?

[ralph]

Try lengthening the No Answer Recall timer in the COS of VM.

Ralph

[tommyclowers]

The number is setup as a System Speed Call so I dont believe there is a COS assigned to the extension?
I can call the internal extension which is then forwarded to the external number, it rings 4-5 times before coming back to our internal AA, never making it to the users external voicemail.

[ralph]

How is it set up?  Are you calling a phone that is forwarded to a speed dial so that the call goes to a cell phone?

Ralph

[tommyclowers]

I just created a System Speed Call, set the Speed Call number to be our Internal extension, set the actual number to be the external (cell phone) number, set overrides toll control to yes, type is S/C

[ralph]

Let me be sure I've got this.
You created a speed dial.  Call it XXXX that goes to yyy-yyy-yyyy.
Internally when you call XXXX it rings the external number but then routes back to the AA?
I'm missing something here.  That's what a speed call number is for.


Ralph

[tommyclowers]

yes that is correct,
xxxx goes to yyy-yyy-yyyy and then routes back to the AA.

What I need to happen is that when xxxx gets called, it goes to yyy-yyy-yyyy and if yyyy doesnt answer it goes to yyyy's voicemail


I tried doing a call forward profile but could never get it to work when an external number called into the AA, entered in the extension it would never forward to yyy-yyy-yyyy even though all the COS settings were correct.

Will using System Speed Dial not allow the external voicemail to pick up?

[VinceWhirlwind]

is yyyy an internal extension?
 
What happens if you dial yyy-yyy-yyyy directly from an internal phone?

[johnp]

Sounds like a transfer recall issue to me Have you adjusted this on vm port cos as Ralph suggested? Is the EMEM vm?

[ralph]

We've got to be missing something here.
If you call the speed dial directly and it recalls back to the auto attendant then I can only think of two possibilities:
1) the number you're calling is forwarded back to your AA (really doubtful)
2) The external number is not ringing and you're being intercepted to the AA.

If you call a speed dial directly - not the forwarded number - then you've got something very strange set up on your system.

Ralph

[tommyclowers]

Ralph,
 Lets stick with your logic being xxxx is the internal number and yyy-yyy-yyyy is the external number.

If I dial the speed call number xxxx from internally it does its job and forwards to yyy-yyy-yyyy, if the user does not answer it will go to the yyy-yyy-yyyy external voicemail

From my cell phone, if I dial the businesses main number where the auto attendant asks to enter an extension, I enter in the speed call number xxxx, it sounds like it does its job as the line will start ringing (assuming its dialed yyy-yyy-yyyy) but eventually loops back to the auto attendant before yyy-yyy-yyyy's external voicemail picks up

I need to get yyy-yyy-yyyy's external voicemail to pickup if they dont answer when external people call in.

[ralph]

From my cell phone, if I dial the businesses main number where the auto attendant asks to enter an extension, I enter in the speed call number xxxx, it sounds like it does its job as the line will start ringing (assuming its dialed yyy-yyy-yyyy) but eventually loops back to the auto attendant before yyy-yyy-yyyy's external voicemail picks up

Now we're back to the COS of the VM ports or the trunk ports.  Check both.  It's going to be the "No Answer Recall" timer.

Ralph

[tommyclowers]

I hate to be that guy but how do I find the COS of the VM port?

I know how to check the options for the COS assigned to a users extension but dont see a COS for VM

[tommyclowers]

Here are the settings for the COS assigned to the problem extension, hopefully this helps with something?

Class Of Service Number  8
 
Comment  5224
 
 
ACD
 
ACD Agent Behavior on No Answer  Logout
 
ACD Agent No Answer Timer  15
 
ACD Make Busy on Login  No
 
ACD Silent Monitor Accept  No
 
ACD Silent Monitor Allowed  No
 
ACD Silent Monitor Notification  No
 
Follow 2nd Alternate Reroute for Recall to Busy ACD Agent  No
 
Work Timer  0
 
 
Announce
 
Call Announce Line  No
 
Off-Hook Voice Announce Allowed  No
 
Handsfree AnswerBack Allowed  Yes
 
 
Busy Override
 
Busy Override Security  No
 
Disable Executive Busy Override Tone  No
 
Executive Busy Override  No
 
 
Call Control Timer
 
Busy Tone Timer  30
 
Dialing Conflict Timer  3
 
First Digit Timer  15
 
Inter Digit Timer  10
 
Lockout Timer  45
 
 
Call Duration
 
Call Duration  10
 
Call Duration Forced Cleardown Timer  0
 
Enable Call Duration Limit on External Calls  No
 
Enable Call Duration Limit on Internal Calls  No
 
 
Call Forwarding/Rerouting
 
Call Forward - Delay  0
 
Call Forward No Answer Timer  15
 
Call Forward Override  No
 
Call Forwarding (External Destination)  Yes
 
Call Forwarding (Internal Destination)  Yes
 
Call Forwarding Accept  Yes
 
Call Reroute after CFFM to Busy Destination  No
 
Call Forwarding Reminder Ring (CFFM and CFIAH only)  No
 
Disable Call Reroute Chaining On Diversion  No
 
Group Call Forward Follow Me Accept  No
 
Group Call Forward Follow Me Allow  No
 
Third Party Call Forward Follow Me Accept  No
 
Third Party Call Forward Follow Me Allow  No
 
Use Held Party Device for Call Re-routing  Yes
 
 
Call Hold
 
Call Hold  Yes
 
Call Hold - Retrieve with Hold Key  No
 
Call Hold Remote Retrieve  Yes
 
Call Hold Timer  30
 
Local Music On Hold source  No
 
Music on Hold on Transfer  No
 
Use Called Party Call Hold Timer  No
 
 
Call Park
 
Call Park Timer  180
 
Call Park-Allowed To Park  No
 
 
Call Pickup
 
Allow Directed Call Pickup Of Attendant Call  No
 
Call Pickup Dialed Accept  Yes
 
Call Pickup Directed Accept  Yes
 
 
Call Privacy
 
Call Privacy  No
 
Calling Party Name Substitution  No
 
Name Suppression on outgoing Trunk Call  No
 
Privacy Released  No
 
Public Network Identity Provided  No
 
 
Call Waiting
 
Call Waiting Swap  No
 
ONS CLASS/CLIP: Visual Call Waiting  Yes
 
 
Campon
 
Auto Campon Timer  10
 
Campon Recall Timer  10
 
 
Direct Voice Call
 
Direct Voice Call - Accept  No
 
Direct Voice Call - Allow  No
 
Direct Voice Call - Maximize Volume  No
 
 
Display
 
After Answer Display Time   
 
Calling Name Display - Internal - ONS  Yes
 
Calling Number Display - Internal - ONS  Yes
 
Display ANI/DNIS/ISDN Calling/Called Number  Yes
 
Display ANI/ISDN Calling Number Only  Yes
 
Display Caller ID on multicall/keylines  Yes
 
Display Caller ID On Multicall/Keylines Timer  5
 
Display Caller ID On Single Line Displays For Forwarded Calls  No
 
Display Dialed Digits during Outgoing Calls  Yes
 
Display DNIS/Called Number Before Digit Modification  No
 
Display Held Call ID on Transfer  Yes
 
Display Transfer Destination on Recall  No
 
Hot Desk External User - Display Internal Calling ID  No
 
Maintain Ringing Party During Recall  No
 
Non-Prime Public Network Identity  No
 
Originator's Display Update In Call Forwarding/Rerouting  No
 
Suppress Delivery of Caller ID Display between Sets  No
 
Suppress Delivery of Caller ID Display between Sets - Override  No
 
Suppress Display Of Account Code Numbers  No
 
Suppress Redial Display  No
 
 
Fax
 
Campon Tone Security  No
 
External Trunk Standard Ringback  No
 
Return Disconnect Tone When Far End Party Clears  No
 
Fax Capable  No
 
 
HCI
 
HCI/CTI/TAPI Call Control Allowed  Yes
 
HCI/CTI/TAPI Monitor Allowed  Yes
 
 
Hot Desk
 
Green BLF Lamp for Logged in Hotdesk User  No
 
Hot Desk External User - Allow Mid-Call Features  Yes
 
Hot Desk External User - Answer Confirmation  Yes
 
Hot Desk External User - Dial Tone on Call Complete   Yes
 
Hot Desk External User - Permanent Login  No
 
Hot Desk External User - Remote MWI Enable Feature Access Code   
 
Hot Desk External User - Remote MWI Disable Feature Access Code   
 
Hot Desk External User - Reseize Timer  180
 
Hot Desk Login Accept  No
 
Hot Desk Remote Logout Enabled  No
 
 
Miscellaneous
 
Backlighting - Enabled  Yes
 
Clear All Features Remote  No
 
Force Device Busy If Any Line In Use  No
 
Handset Volume Adjustment Saved  Yes
 
Head Set Switch Mute  No
 
Phone Lock  No
 
Multi-Color LED Support - Disable  No
 
Timed Reminder Allowed  Yes
 
User Inactivity Timer  0
 
 
Paging
 
Group Page Accept  Yes
 
Group Page Allow  Yes
 
Loudspeaker Pager Equivalent Zone Override Security  No
 
Loudspeaker Pager Override  Yes
 
Pager Access All Zones  Yes
 
Pager Access Individual Zones  No
 
 
PC Port
 
PC Port On IP Device - Disable  No
 
 
RAD
 
Answer Plus Delay To Message Timer  20
 
Answer Plus Expected Off-hook Timer  30
 
Answer Plus Message Length Timer  10
 
Answer Plus System Reroute Timer  0
 
Recorded Announcement Device  No
 
Recorded Announcement Device - Advanced  No
 
 
Ringing
 
Delay Ring Timer  10
 
No Answer Recall Timer  60
 
Ringing Line Select  Yes
 
Ringing Timer  180
 
 
SMDR
 
SMDR External  Yes
 
SMDR Internal  No
 
 
Trunk
 
ANI/DNIS/ISDN Number Delivery Trunk  Yes
 
DASS II OLI/TLI Provided  No
 
Public Network Access via DPNSS  Yes
 
Public Network To Public Network Connection Allowed  Yes
 
Public Trunk  No
 
R2 Call Progress Tone  No
 
Suppress Simulated CCM after ISDN Progress  No
 
Trunk Calling Party Identification  Yes
 
Trunk Flash Allowed  No
 
Two B-Channel Transfer Allowed  No
 
 
Voice Mail
 
COV/ONS/E&M Voice Mail Port  No
 
ONS VMail-Delay Dial Tone Timer  5

[ralph]

 

Ringing
 
Delay Ring Timer  10
 
No Answer Recall Timer  60
 
Ringing Line Select  Yes
 
Ringing Timer  180

No Answer Recall Timer.  Play with that one.
It looks like your COS #8 is assigned to 5224 phones.
You need to check the COS of the VM ports and the Trunk ports.

Ralph