messages going directly to voicemail and not ringing extensions

[colin-hart]

I am running Unity Version 3.0(2) with Exchange 5.5 and Windows 2k Server. Occasionaly users will be at their desk and the phone will not ring but a message will show up on the phone. It is a totally random thing and cant be reproduced. But then the very next call to that phone will ring fine as if nothing was every wrong.

Any suggestions?

here are the exact versions

Unity Version 3.0

Build Number 3.0(2)

NT Server Version Microsoft Windows 2000 build 2195 (Service Pack 2)

System Administrator DLL 3.0.1.50

AVLOGMGRSVR 3.0.1.46

AVRESLOADERSVR 2.5.0.31

DOH 3.0.1.197

AvResMgr 2.5.0.36

AvTtsSvr 2.5.0.7

AvMiuSvr 2.5.0.30

AVVIRTUALQUEUESVR 2.5.0.15

AVSASCHEDULERSVR 2.5.0.21

AvRulerSvr 2.5.0.72

AVARBITERSVR 3.0.1.159

AVNOTIFYQSVR 2.5.0.4

AVNOTIFIERSVR 2.5.0.33

AVMSGSTOREMONITORSVR 2.5.0.4

AVCONVENGSVR 3.0.0.14

AVFAILURECONVSVR 2.5.0.24

AVCONVMGRSVR 3.0.0.14

AVCALLCONTROLSVR 2.5.0.5

AVDOHMMSVR 2.5.0.79

AvStatMonSvr 2.5.0.80

AVTrapSVR 2.5.0.48

AVGAENNOTSVR 2.5.0.24

AVRSASVR 2.4.5.8

[sallwine]

I would check and see if you hit the directory handler, as opposed to dial the extension directly, if you ring the phone or go straight to voicemail. check the subscriber's page for the phone that is having messages suddenly appear. Go to the call transfers section and make sure that it is set to ring subscriber's extension.

Steve Allwine

[colin-hart]

it happens randomly to every phone when they are getting calls inbound from an outside line. I looked in my personal on as it happened to me this morning and everything is set to ring my extension.

any other suggestions? thanks for the quick response

[sallwine]

If the outside callers are not hitting Unity Autoattendant/Directory handler first, then it would seem to me to be a CallManager issue, and I would either turn up tracing there, or look at the CDR records to see what extensions/partitions and calling search spaces are getting sent through. And why the call is getting redirected.

Another idea would be to open up call viewer on the Unity Box and see if the call is really getting redirected from the right numbers, etc

Steve