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Cisco 8851-Voicemail messages interrupted live when checking voicemail

schillerj
Level 1
Level 1

When calling in to check messages on an extension that goes straight mail, we are interrupting the phone caller live as they are in the process of leaving a message.  This is a new occurrence and only happening at one school.      

4 Replies 4

Hi,

Are you in a CUCM/Unity Connection deployment?

Can you please elaborate more your issue?

 

Thanks a lot

 

Carlo

Please rate all helpful posts "The more you help the more you learn"

schillerj
Level 1
Level 1

Yes, we are a CUCM/Unity Connection deployment.

We are a school system, parents call into an attendance line and leave a voicemail message.   If the office worker calls into the voicemail line  to check voicemail messages they would normally just listen to their voicemails and proceed with deleting, saving or forwarding (these messages are normally checked 1'000's of times over the year, not something new that we are doing. 

Just recently we have had one voicemail dedicated line that when the employee dials the * and extension to check the messages they are now interrupting a  caller in the midst of leaving a voicemail and they are now talking to that caller on a live call.  The  employee checking messages on a voicemail is not expecting to get a live person who is actively recording their voicemail and we would like it to not continue.  

Check the Call Screening options on the Transfer Rule. The only thing I can think of that would produce the behavior you are experiencing would be Call Screening. But I will keep looking.

Just to be sure, have you checked the Caller Input for * on that voicemail box to make sure it is configured in your standard way? (And no one inadvertently changed it...)

Maren

schillerj
Level 1
Level 1

Thanks, we'll check that.