I have a legacy PBX system in my office that I am responsible for maintaining. I am the company IT administrator and have learned basic programming and maintenance for this PBX system, but have no formal training. We currently have an issue with the system that my company has asked me to try and resolve to avoid hiring a professional PBX tech (which is what they SHOULD do, but I'm doing my due-diligence to attempt to resolve this on my own - with your help).
The PBX is a Norstar-PLUS Module ICS NT7B53 with a M0X16.
System Version SP: 30nCG19 NAT.
VoiceMail module is a StarTalk Flash version 1.9.
We are not using an AA or tree as our receptionist answers all calls and forwards to the appropriate extension. If the incoming line is not answered, it transfers to our off-site voice mail on the 4th ring.
The problem is that someone's extension is answering our lines after 3 rings, and their voice mail recording states that the mailbox is currently full (no personal greeting, etc). We currently have 15 extensions, each with an individual vm box set up to FNA 6 rings.
It seems to me that one of the mailbox's FNA setting is set lower than the off-site VM transfer. I have gone through every mailbox, however, and all of them are set to FNA 6. Further, I've checked every extension's mailbox and none of them are full. So I'm at a loss even figuring out which extension's VM is picking up.
AA Lines 1-4 are set to Ans: NO -- so the AA is not picking up (which is right) and we are not using a CCR tree.
If anyone has any troubleshooting tips that might help me nail down which mailbox is answering on the 3rd ring I would definitely appreciate it. Any other advice - a global FNA setting or something - would be appreciated.
Thanks in advance,