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Mitel Forums => MiVoice Office 250/Mitel 5000 => Topic started by: RNJack on April 21, 2020, 09:44:01 AM

Title: Issue with voicemails coming back to PBX
Post by: RNJack on April 21, 2020, 09:44:01 AM

We're forwarding most user's calls to their cell phones with Dynamic Extension. A requirement was that the voicemail would end up on the PBX and not on the user's cell phone if the call was missed.

To facilitate this I had their Direct Dial ring for 1 second before ringing to the mobile number and then transferring it again to the user's voicemail after 30 seconds. Aside from a delay from the person dialing to the person answering on their cell phone, this has worked. However, I have one user who's missed calls get stuck on their cell phone and won't transfer back.

Any ideas on why their phone isn't completing the Dynamic Extension path? 

Title: Re: Issue with voicemails coming back to PBX
Post by: jbbts on April 21, 2020, 09:47:39 AM

Maybe their STEP Timer in the DEE tab on the Webportal.   Is the timer so long, that the cell Vmail is catching the call prior to it being pulled back?

Title: Re: Issue with voicemails coming back to PBX
Post by: Tech Electronics on April 21, 2020, 09:57:12 AM

RNJack,

Did you make sure that the Human Answer Supervision was turned on so it doesn't mistake the Cell Phone VM answering as an answered call?

Thanks,

TE

Title: Re: Issue with voicemails coming back to PBX
Post by: RNJack on April 22, 2020, 04:25:07 PM

jbbts' suggestion solved the issue for me. We had the cell phone ringing for 30 seconds, reducing it to 20 seconds properly placed the call into the PBX's voicemail.

I did try Tech Electronics' suggestion, however, the user reported that they when they answere4d the call, they could hear the tone ringing instead of getting the caller. When they hung up the voicemail still correctly transferred to the PBX. I turned off the tone and it seemed to work as intended.