Divert Key not working for all calls

[Nighthawk68]

Hello 

Hope I can explain this question clearly where I have limited CUCMA experience. We have an admin for our town manager who has a 9951 phone and the divert button works for calls to her and her boss's line so they get forwarded to voicemail. For the town we have a system call handler set up so that if someone calls they can hit 1 to go to a certain dept., 2 for another and so forth. For option 5 we have that routed to go to the town manger which also rings at the admin's desk. The problem is the divert key is not functional for this type of call. I cannot find an account setting anywhere in CUCMA to make this work. Anyone happen to know?

Thanks for reading!

[Jonathan Schulenberg]

What does option five route to: a Directory Number or something else such as a Hunt Pilot? IIRC, Divert only works on direct calls to a DN.

[Nighthawk68]

Hi Jonathan... Option 5 does go to the town manger line which is the added 2nd line on the admins phone. If I read the 2nd part of your response correctly divert only works on direct calls.

Brian

[Jonathan Schulenberg]

I'd expect divert to work if it's a normal shared line appearance. I should have asked this previously: what happens when they press divert in this scenario? Nothing? It routes somewhere you didn't expect? The button doesn't appear at all?

[Nighthawk68]

So when the admin presses the divert button for the other/2nd line calls it just states it is not active and the call keeps ringing. The divert key works just fine for her own line.