External calls go right to Voicemail

[Joe Della Valle]

After switching user from 7945 to 7975 phone they can no longer recieve external calls. If someone calls them internal the call goes straight thru, but external calls go straight to voicemail?

We have compaired phone set up to a similar user and all is the same. No settings on the phone have been adjusted nor any CM changes were made.

Any thoughts?

[Rob Huffman]

Hi Joe,

A couple of things to try here

Let's say the DN in question is 5522, make sure you have removed the old

7945 completely, then change 5522 on the 7975 to something else temporarily

let's say 2233, then go to Call Routing > Route Plan Report > Unassigned DN's and

remove 5522.  Then reset up 5522 on the 7975 and retest

Cheers!

Rob

[Joe Della Valle]

We deleted the old phone from CM. As far as giving the new phone another DN, if we give the phone a new number then remove the old number, are we deleteding the number from CM? If so, will we have to readd the number back to CM?

I'm not sure how to add a number back to CM, is that an easy process?

[Rob Huffman]

Hi Joe,

Once it's been completely been removed via the process I linked you can just

go right back to the 7975 and replace the "temporary" number on the DN config page

with the old "permanent" number/DN

You will have to re-do the forwarding and name display etc. but it's quite straightforward

Cheers!

Rob

Until a DN has been removed via the Call Routing > Route Plan Report > Unassigned DN

method, it still holds some remnant info in the database which can cause these weird

issues.

[Joe Della Valle]

Rob,

As test, the user also has a soft-phone enabled on the system. So, we opened the soft-phone and tested calls from outside and they go thru fine. This phone uses the same extension as the hard-phone.

So using the method above for removing the number from the DB, will this still be a fix methodology being it works fine on the soft-phone?

Our other thought would be to remove the user's account completely from CM and re-add them back?

Thoughts on both?

[Rob Huffman · Accepted solution]

Hi Joe,

If the user has a Softphone with the same exact DN that's working properly, then

the steps I listed would not be required. The only thing I can think of at this point

is that the Partition/CSS on the 7975 must be different what than the Softphone

or the old 7945 were using

I have had to remove things completely before to clear an issue but it doesn't

seem like this would be necessary in this situation.

Cheers!

Rob

[Joe Della Valle]

Well you hit it, but I was able to discover the discrepancy just before you sent this...

When I looked at both hard and sof phones I noticed they were set to different Partitions. Once set to the same, it worked fine.

What a bugger of a fix to fine........ right in front of my face.....

[Rob Huffman]

Hi Joe,

Nice work my friend!

Sometimes it's very hard to spot these things as our eyes see what they

want to see I like to get one of my co-workers to look at configs just to

get a different perspective.

Cheers!

Rob