Norstar PBX & StarTalk VM Picks up after 3 rings - Unable to disable

Posted on 2010-09-14
Last Modified: 2013-12-27
Good morning,

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,
Question by:goodie069
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LVL 11

Accepted Solution

jfaubiontx earned 500 total points
ID: 33682914
When you say you have been "through every mailbox" do you mean all of the extensions assigned or all of the extensions equiped. It has been a few years since I worked on these systems but I recall having a similar issue and while I had looked at all of the assigned extensions it was one the the unassigned extensions that caused the problem. I'll try to pull up the old notes to see if I can pinpoint the fix but that has been many moons ago.

Author Comment

ID: 33778681
Sorry for abandoning this thread - I've been out of town and unable to work on the system.

I did find the mailbox to blame - it was the General Mailbox (DN 100) which I didn't even know existed. I'm still boggled at how this system worked perfectly for us in the past, then with no changes started picking up from this extension.

Ideally I would like to tie this mailbox to our receptionist's phone so that voicemail notifications appear on her set. She would still have her own personal vm box, too, which is where the issue comes into play. Not sure if this is possible. For now, I'll just have her check this mailbox in addition to her mailbox in the morning.

If anyone has any thoughts on this, please let me know. Otherwise I'll award points to jfaubiotx for the tip!
LVL 11

Expert Comment

ID: 33786752
Ahh yes DN100... This used to drive our users nuts. Unfortunately you can't assign both to a single phone. I seem to remember a way of using an ASM to have a visual indication of the general box. Unfortunately I think most of those notes were lost sometime after being laid off from Nortel.
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Author Comment

ID: 33788372
Good old DN100 :-) All of our DN's are in the 200 range, so I never thought to check for 100. It was definitely a relief to find it, though. What a headache!

I've decided to keep DN100 for our general voicemail box, and have instructed our receptionist on checking that box each morning. Speaking of, maybe you have a workaround for this --

I have F981 assigned to a softkey at the top of the phone, but the receptionist has to enter * 1 0 0 1 2 3 4 # in order to listen to messages since that box is not assigned to her phone. Unfortunately, Feature * 3 to assign a feature to a soft key doesn't let you put an entire string in, just the feature code. Is there a way to program the full * 1 0 0 1 2 3 4 # string into one of the soft keys?

Not a huge deal, but it'd save her some work. Thanks again for your help!
LVL 11

Expert Comment

ID: 33795738
I don't think there is a way. We tried programming a key as a speed dial but was unable to get it to work.
LVL 11

Expert Comment

ID: 33838283
One of the ideas behind Experts Exchange is to earn points. I assume I did assist in answering the initial question since I did get a "Thank you for your help". Please acknowledge the time offered with points.

Author Comment

ID: 33841447

I did accept your original response and awarded full points many days ago -- for some reason it appears that it did not register correctly, however.

I apologize for the confusion and have resubmitted your answer to receive full points.

LVL 11

Expert Comment

ID: 33847472
Thank you very much. Sorry if I came across as petty but I see too many get an answer and then try to close the question with refund.

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