Lucent Technologies 5 manual Calls Not Going to Voice Mail

MERLIN LEGEND Communications System Release 5.0		Issue 1
System Manager’s Guide 555-650-118		June 1997
8 Troubleshooting the System
	Calls Not Going to Voice Mail	Page 8-17
	Calls Not Going to Voice Mail	8

For calls to go to voice mail, the extension must be part of a coverage group, the coverage group must have a receiver, and the receiver must be the voice mail calling group. A quick way to check this is to check the planning forms for Group Coverage and group calling.

Possible Cause 1: The extension may not be a member of a coverage group.

What to do: Use system programming to check that the extension is a member of a coverage group (see “Group Coverage Member Assignments” in the “Optional Group Features” section of Chapter 3, System Programming).

■If the extension is not assigned, assign it if appropriate. Check to see whether calls are now going to voice mail. If they are, you have solved the problem. If not, go to Possible Cause 2.

■If the extension is already assigned, go to Possible Cause 2.

Possible Cause 2: The coverage group may not have the voice mail calling group as its receiver.

What to do: Use system programming to check that the coverage group has a receiver and that the receiver is the voice mail calling group (see “Group Calling Member Assignments” in the “Optional Group Features” section of Chapter 3, System Programming).

■If the voice mail calling group is not assigned as the receiver, assign it if appropriate. Check to see whether calls are now going to voice mail. If they are, you have solved the problem.

■If the voice mail calling group is assigned as the receiver and your system is Release 4.1 or later, go to Possible Cause 3.

■If the voice mail calling group is assigned as the receiver and your system is not Release 4.1 or later, go to Possible Cause 4.

Possible Cause 3: Night Service with Coverage Control (Release 4.1 and later systems) has automatically activated the extensions’ Coverage VMS Off buttons for normal business operation (Night Service off, no voice mail coverage).

NOTE:

If Night Service is on and Night Service with Coverage Control is enabled, someone at the telephone(s) may have manually overridden the systemwide setting, after it took effect, to prevent voice mail coverage at their extension(s). Follow the instructions in this Possible Cause to check current settings for Night Service on/off status and Coverage Control. Then look at the telephone buttons as outlined in Possible Cause 4.