Partner Voice Messaging: Auto Attendant - Ring - No Answer


Doc ID:    SOLN126707
Version:    3.0
Status:    Published
Published date:    06 Sep 2010
Updated:    31 May 2012
Author:   
Content Migrator
 

Problem Clarification

User reports Auto Attendant Ring - No Answer on Partner Voice Messaging PC Cards.

Cause

Possible causes include:

  • Voice mail ports not assigned to Hunt Group 7 correctly.
  • Group Call Distribution (#206) not programmed correctly.
  • Voice Mail System (VMS) Hunt Schedule (#507) is not programmed correctly.
  • Night Service (#503) is not programmed or being used correctly.
  • VMS Hunt Delay (#506) is not programmed correctly.
  • No voicemail ports available.
  • Voice mail ports are line access restricted (#307) No Access
  • Voice Mail needs to be reset.
  • The PC Card needs to be re-seated (If Partner Voice Messaging PC Card).
  • Dial Tone Provider lines having problems.

Solution

Possible solutions include:

  • Assign Voice mail ports to Hunt Group 7 correctly.
  • Programme Group Call Distribution (#206) correctly.
  • Programme VMS Hunt Schedule (#507) correctly.
  • Programme and use Night Service (#503) correctly.
  • Programme VMS Hunt Delay (#506) correctly.
  • Check that voice mail ports are available.
  • Program ports for proper Line Access (#307) 1=no restriction or 3=in only on each line needing access
  • Reset Voice Mail.
  • The PC Card needs to be re-seated.
  • Check Dial Tone Provider lines.

 

Possible solutions include:


 

Voice mail ports not assigned to Hunt Group 7 (#505) correctly

It is important to check this programming completely by scanning through all the possible extensions on the system to verify two things:

  1. Verify the ports for the voice mail are '1=Assigned'
  2. Verify all other ports are '2=Not Assigned'.

Determining the correct extension for Hunt Group 7 assignments:

Partner voice messaging PC cards are always extensions 78 and 79.

How to Program Hunt Group 7 extensions (from extension 10 or 11 with a display phone)

  1. Dial Feature00System Program (or Left Intercom) System Program (orLeft Intercom).
  2. Dial #505.
  3. Dial 7 at the Group: prompt
  4. Dial extension number.
  5. Check the display to see the current setting for this extension.
  6. If you need to change it, press:
  • 1=Assigned to group
  • 2=Not Assigned to group
  1. Dial Next Item or Prev Item to check or Assign another extension
  2. Select another procedure or Exit programming Mode

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Group Call Distribution (#206) not programmed correctly

If outside lines are to be answered by the Auto Attendant, then Group Call Distribution (#206, Group 7) should be programmed to 1= Assigned. The Voice Mail will answer on the number of rings set in VMS Hunt Delay (#506).

How to program Group Call Distribution (#206):

  1. Press Feature00System Program (or Left Intercom) System Program (orLeft Intercom).
  2. Dial #206.
  3. Dial group number 7.
  4. Dial a line number (01-24).
  5. Dial:
  • 1 = Assigned (if the AA should answer the lines)
  • 2 = Not Assigned
  • 3 = VMS Cover (if line ownership to a mailbox is desired - answers on 5 rings)
  1. Dial Feature00 to exit programming.

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VMS Hunt Schedule (#507) is not programmed correctly

These Features determine how soon the Voice Mail Auto Attendant answers, and whether the outside lines assigned to Hunt Group 7 answer 'Always', only during 'Day' operation (Night Service is off), or only during 'Night' operation (Night Service is on) and which menu will play.

How to program VMS Hunt Schedule (#507) on Partner ACS Release 2 or earlier:

From extension 10 or 11 with a display phone.

  1. Press Feature00System Program (or Left Intercom) System Program (orLeft Intercom).
  2. Press #507.
  3. Press:
  • 1 = Always (Day prompt always plays; Night prompt will play if Night button is on)
  • 2 = Day only (Night Service is off)
  • 3 = Night only (Night prompt plays only if Night button is turned on)
  1. Select another procedure or PressFeature00 to exit programming mode.
How to program VMS Hunt Schedule (#507) on Partner ACS Release 3 or later:


From extension 10 or 11 with a Display Phone:
  1. Press Feature00System Program (or Left Intercom) System Program (orLeft Intercom).
  2. Press #507.
  3. Enter the line number to program (01-24).
  4. Select an option:
  • 1 = Always (Day prompt always plays; Night prompt will play if Night button is on)
  • 2 = Day only (Night Service is off)
  • 3 = Night only (Night prompt plays only if Night button is turned on)
  1. Press Next Item or Prev Item to program another line, or press Feature00 to exit programming mode.
  2. Select another procedure or exit programming mode.

Night Service (#503) is not programmed or being used correctly

If VMS Hunt Schedule is programmed as '2- Day Only':

  • Turn Night Service ON to have voice mail not answer.
  • Turn Night Service OFF to have Voice Mail answer with the Day Menu.

If VMS Hunt Schedule is programmed as'3-Night Only':

  • Turn Night Service ON to have voice mail answer with the Night Menu.
  • Turn Night Service OFF to have voice mail not answer.
If the Night Service button doesn't work, you may need to reprogram it. How to program:

(This must be programmed on extension 10 with a display).
  1. Press Feature00System Program (or Left Intercom) System Program (orLeft Intercom).
  2. Press #503.
  3. Press 1 to assign to the next available button, or press 3 and a programmable button with light to assign to a specific button.
  4. Press Feature00 to exit programming. Label the button.

Note: If the Night Service Button flashes when it is pressed, a System Password has been assigned to the system. The status of the Night Service does not change (on/off) until you enter the System Password.

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VMS Hunt Delay (#506) is not programmed correctly

Any type of call into or out of the voice mail system requires use of one of the ports. Some things that requires use of the ports are:

  • A person getting their messages.
  • A person leaving a message.
  • The Mail system calling out for Outcalling (Partner Mail R1 and R3, PV5).
  • The Mail system sending the code to light a Message light because a message has been left in a mailbox.

One way to check the mail ports to verify if all are busy, is to call each extension assigned to Hunt Group 7. If you get a busy signal on each of the ports, there is no way for mail to answer incoming calls or allow calls to be transferred to mailboxes.

  • Partner Mail VS R1 and R3 are 2-port systems.
  • Partner Mail VS R4 and R5 can be 2 or 4-port systems.
  • Partner Mail R1 can have 2 or 4 ports.
  • Partner Mail R3 can have 2, 4, or 6 ports.
  • Partner Voice Messaging PC Card has 2-ports.

The best way to see if all of the mail ports are busy would be to program an auto intercom button for each of the ports. If all of the lights for the ports are lit red, then all of the ports are busy.

To program auto intercom buttons:

  1. Press Feature00.
  2. Press a programmable button with lights.
  3. Dial the two digit extension number of a mail port.

    Repeat steps 2 and 3 until you have a button for each port.
  4. Press Feature00.

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No voice mail ports available

Any type of call into or out of the voice mail system requires use of one of the ports. Some things that requires use of the ports are:

  • A person getting their messages.
  • A person leaving a message.
  • The Mail system calling out for Outcalling (Partner Mail R1 and R3, PV5).
  • The Mail system sending the code to light a Message light because a message has been left in a mailbox.

One way to check the mail ports to verify if all are busy, is to call each extension assigned to Hunt Group 7. If you get a busy signal on each of the ports, there is no way for mail to answer incoming calls or allow calls to be transferred to mailboxes.

  • Partner Mail VS R1 and R3 are 2-port systems.
  • Partner Mail VS R4 and R5 can be 2 or 4-port systems.
  • Partner Mail R1 can have 2 or 4 ports.
  • Partner Mail R3 can have 2, 4, or 6 ports.
  • Partner Voice Messaging PC Card has 2-ports.

The best way to see if all of the mail ports are busy would be to program an auto intercom button for each of the ports. If all of the lights for the ports are lit red, then all of the ports are busy.

To program auto intercom buttons:

  1. Press Feature00.
  2. Press a programmable button with lights.
  3. Dial the two digit extension number of a mail port.

    Repeat steps 2 and 3 until you have a button for each port.
  4. Press Feature00.

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Ports are programmed for No access under Line Access Restriction (#307)

Go into System Programming from 10 or 11

1. Feature 00, Left Intercom Twice, #307

2. Enter the mail extension to be programmed

3. At the Line: prompt enter line number to unrestricted

4. To change the line restriction for extension press "next data" until it says unrestricted

5. Repeat for each line and mail port


Voice Mail needs to be reset

There may have been a temporary failure of the Voice Mail System or the Partner Control Unit.

You can reset the whole Partner System, which will also reset the Partner Mail VS since the Voice Mail Module is part of the Control Unit.

How to Power Down the Control Unit:

  1. Unplug the Power cord
  2. Reset the circuit breaker button
  3. Turn off the on/off button

Do this for 30 seconds, then power the control unit back up.

Note: On Partner II systems with two cabinets, you must power down the 1st cabinet and then 2nd cabinet (left to right) and power up in reverse 2nd cabinet then 1st cabinet.

Warning for Partner ACS/Partner Endeavor: If the Display set at extension 10 or 11 reads:

'ReplaceSysBat W/Power' or 'ChgBat W/PowerOn', this means your processor battery needs to be changed first, otherwise if you Power Down you may lose all System programming. If you get this message, perform a PC backup and change your batteries before you Power Down.

Considerations

  • A Power Down reset can often correct a Temporary System Failure. There are many possible causes such as Electro-magnetic interference (EMI), Power fluctuations (Brown Outs, Power Surges), etc.

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The PC card needs to be re-seated

How to reseat the Voice Messaging PC Card:

  1. Power down the control unit by either switching the power switch to the off position, or unplugging the power cord.
  2. Remove the Voice Messaging PC Card.
  3. Re-Insert the PC Card, making sure the card is fully inserted.
  4. Power back up the control unit.
  5. Conduct a test call to see if the trouble has cleared.

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Dial Tone Provider lines having problems

The line may be out of service from the dial tone provider's central office, or possibly rolling over to another unknown or unconnected line.

  • The outside line may not be connected to the Partner control unit line port.
  • The line may be out of service between the DMARC and the Partner control unit line port.
  • The line port on the control unit may be out of service.

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After all of the above solutions have been attempted and the problem still exists, consult with a Specialist for further troubleshooting steps.

Legacy ID

KB01040652

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