Partner Voice Messaging: Unable to route to mailbox or extension from auto attendant - Partner Voice Messaging PC Card R2 and 3

Possible solutions include:

• Use correct procedure for transferring to a Mailbox above the Dial Plan.
• Determine Dial Plan.
• Dial extension number correctly
• Assign mailbox to correct extension
• Program Group Call Distribution (#206) correctly
• Refer to Cellular Provider, possible touch-tone trouble.
• Create a mailbox to match the extension number (PVMPC R1 R2 R3)
• Re-record the General Mailbox Greeting

Possible causes include:

• Not using correct procedure for Extension/mailbox is above the dial plan for the system
• Cannot have Guest Mailboxes above the Dial Plan on Partner Voice Messaging PC Cards
• Callers dialing incorrectly while listening to the General Mailbox Greeting (Partner Voice Messaging PC Card R1)
• Mailbox has not been assigned to the correct extension
• Group Call Distribution (#206) is programmed incorrectly
• Caller dialing into Auto Attendant using a cellular phone
• Mailbox does not match the extension number (PVMPC R1 R2 R3)
• Not dialing single digits (1, 2, 3, or 4) to route to mailboxes on Partner Voice Messaging PC Card R1

Not using correct procedure for Extension/mailbox is above the dial plan for the system

Use correct procedure for transferring to a Mailbox above the Dial Plan.

If listening to the Auto Attendant on the Mail system:

• Dial *8 and the mailbox number that is higher than your dial plan.

If you are calling/transferring within the Partner System, there are two options:

Option 1: With the caller on the line press pre-programmed Voicemail button (do not push transfer or place caller on hold). After mail answers, press *8 and mailbox number and hang up. (do not stay on the line or caller will not be transferred)

Option 2: With the caller on the line press Transfer and777 (do not place caller on hold). After mail answers, press*8 and the mailbox number and hang up. (Do not stay on the line or caller will not be transferred).

Note: Feature14 will not work on mailboxes above 57.

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Cannot have Guest Mailboxes above the Dial Plan on Partner Voice Messaging PC Cards

You cannot have Guest Mailboxes above the Dial Plan on Partner Voice Messaging PC Cards.

Check the attachments to determine Dial Plan.

• Picture of ACS/Endeavor 5-slot carrier (w/1 308/362 card) for dial plan for Partner Mail VS. (Page 201 of Installation and Programming attachment)
• Picture of ACS/Endeavor 5-slot carrier (w/2 308/362 cards) for dial plan for Partner Mail VS. (Page 200 of Installation and Programming attachment)
• Picture of ACS/Endeavor 2-slot carrier for dial plan for Partner Mail VS. (Page 203 of Installation and Programming attachment)
• Picture of ACS/Endeavor 5-slot carrier (w/no 308/362 cards) for dial plan for Partner Mail VS. (Page 202 of Installation and Programming attachment)
• Information on programming Hunt Group Extensions (PC3 shown). (Page 272 of Programming and Use attachment)

Callers dialing incorrectly while listening to the General Mailbox Greeting - Partner Voice Messaging PC Card R1

To reach an individual extension while listening to the General Mailbox Greeting, the callers should press 1,2,3, or 4. Callers may be think they need to dial a two-digit extension number, and so may be dialing incorrectly.

If the caller does not press 1, 2, 3, or 4, the call will be routed to extension 10.

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Mailbox has not been assigned to the correct extension

It may be that the mailbox was assigned to another extension.

1. Press Intercom777 or a programmed Voice Mail Auto Dial button.
2. Press 0#. Don't press # on Partner Voice Messaging PC Card R1.
3. Enter the password (default=1234) followed by #. Don't press # on Partner Voice Messaging PC Card R1.
4. Press 1 to assign mailboxes to extensions.
5. Enter the number of a mailbox (Partner Voice Messaging PC Card R1: 1-4) (Partner Voice Messaging PC Card R2 or higher: 01-04)
6. The system will play the current mailbox assignment. Press*# to exit without changing the assignment.

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Group Call Distribution (#206) is programmed incorrectly

Check programming for the outside lines to be answered by the Partner Voice Mail system.

• #206 must be set to '1 - Assigned' for Partner Voice Messaging PC cards to allow the Auto Attendant to answer. It should be set to'2 = Not Assigned' if using Line Coverage Extension (#208). You cannot use option 3 - VMS Line Cover. If the lines are programmed this way, the mail will act as if they are '1 - Assigned'.
• If outside lines are to be answered by the Auto Attendant, then Group Call Distribution (#206, Group 7) should be programmed to1= Assigned. The Voice Mail will answer on the number of rings set in VMS Hunt Delay (#506).
• If outside lines are to be answered by a Mailbox using Voice Mail Line Ownership, then Group Call Distribution (#206, Group 7) should be programmed to 3=VMS Line Cover, the Voice Mail System must be programmed for Line Ownership (Admin. menu option 6). The Voice Mail will answer on 5 rings; this ring setting is not programmable.
• If outside lines are to be answered by a Mailbox using Line Coverage Extension (#208), then the line(s) and extension/Mailbox must be programmed. The Voice Mail will answer on 0 to 9 rings as programmed in VMS Cover Rings (#117).

To Program Group Call Distribution (#206)

1. Press Feature00System Program (orLeft Intercom) System Program (or Left Intercom).
2. Press #206.
3. Enter 7 for the group number.
4. Dial a line number (01-24).
5. Dial:

• 1 = Assigned (if the AA should answer the lines)
• 2 = Not Assigned
• 3 = VMS Cover

6. Press Feature00 to exit programming.

Note: If the line is supposed to be answered by Line Coverage Extension (#208) you must repeat steps 2-6 for each hunt group available to the system.

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Caller dialing into Auto Attendant using a cellular phone

There is a known problem with dialing from a cellular phone and the Partner Mail not recognizing the tones.

If your trouble only happens when calling in on a cell phone, refer to your cellular provider. It is possible that the mail is not receiving the touch tones properly.

Refer to Cellular Provider, possible Touch Tone trouble.

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Mailbox does not match the extension number (PVMPC R1 R2 R3)

There is not a mailbox created or assigned for this extension. You will need to create/assign one. Listed below are just the programming steps.

How to assign a mailbox to an extension for Partner Voice Messaging:

1. Press Intercom777.
2. Press 0#. Don't press # on Partner Voice Messaging PC Card R1.
3. Enter the password (default=1234) followed by #. Don't press # on Partner Voice Messaging PC Card R1.
4. Press 1 to assign mailboxes to extensions.
5. Enter the mailbox number:

• Partner Voice Messaging PC Card R1 valid entries: 1 to 4.
• Partner Voice Messaging PC Card R2 valid entries: 01 to 04.
• Partner Voice Messaging PC Card R3 (Large) valid entries: 1 to 16.
• Partner Voice Messaging PC Card R3 (Small) valid entries: 1 to 4.

Note: If this mailbox has already been used, you may need to reinitialize the mailbox.

6. Enter the extension number for the mailbox, followed by#. Don't press # on Partner Voice Messaging PC Card R1.
7. Repeat Steps 5 through 6 for each mailbox to be changed.

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Not dialing single digits (1, 2, 3, or 4) to route to mailboxes on Partner Voice Messaging PC Card R1

The callers are dialing incorrectly, causing the calls to route to extension 10 instead of the individual mailboxes. If not already done, you may want to re-record the General Mailbox Greeting to specify that the caller should press a single-digit (1, 2, 3, or 4) to be able to reach the correct mailbox.

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