Calls Not Going To Voice Mail - AT&T MERLIN LEGEND Release 3.1 System Manager's Manual

Calls Not Going to Voice Mail

Calls Not Going to Voice Mail
NOTE:
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, go to Possible
Cause 3.
Possible Cause 3: The user's telephone has Coverage Off or Coverage VMS
Off activated.
What to do: Check the light next to the programmed Coverage Off button or the
programmed Coverage VMS Off button.
If the light is on, then outside calls will not go to voice mail. Press the
button to deactivate the feature and to turn the light off. Check to see
whether calls are now going to voice mail. If they are, you have solved
the problem.
If the lights are off, go to Possible Cause 4.
Possible Cause 4: The voice mail system may not be working.
Troubleshooting the System
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