all calls forwarded to VM

[jpiznar569]

                   I have a phone that the user doesn't know what she did but since Friday (Feb 15) all of her calls are being forwarded to voice mail.  I checked the obvious Call Forward All.  That isn't it.  I can't figure out what she did to forward all of her calls.  It is a 7941 phone on CUCM running ver. 7.1.3 and Unity ver. 7.

John

[bkhanal1971]

Check to see if the user has turned on Do Not Disturb (DnD) feature usinf one of the softkeys.


Sent from Cisco Technical Support iPad App

[mohamed helmy · Accepted solution]

Hello John,

Do you have Extension Mobility? if so, please check the device profile and the device configuration itself

Regards,
Mohamed Helmy       

[jpiznar569]

I didn't mean to hit correct answer.  I wanted to reply and hit that by mistake.  We do not have extension mobility.

[jpiznar569]

No there is no soft key for do not disturb.  All she has is redial, new call and call forward all on the soft keys.

[Tracy Larson]

Go to route plan, route plan report and input the users extension. Maybe someone put in a translation pattern on accident or there is an overlapping extension that is being hit first. Start with that though. Also, have you given the phone a reboot? a complete power down.

[jpiznar569]

Nothing in the route plan report.  Just her ext as a directory number.  I did a hard reset of the phone.  That didn't seem to do anything.