Topic: quick memo/direct messaging

[WSHS]

We have an OfficeServ7200 system with iDCS28D phones (w/ 14 button AOM).  The main console phone our receptionist uses has a 64 AOM instead.  Our office underwent renovation work and the workers disconnected the phones while working.  When reconnected, all the phones except the main/reception worked fine.  The reception 64-button AOM lost it's programming.  We had a tech out to reprogram that AOM.  However, now the # key doesn't work to leave a quick memo/direct message to someone's extension.  All the other phones w/ 14 button AOM work fine.  Just the one with the 64 button AOM doesn't work properly.  After pressing the # key, it asks for extension.  It doesn't matter what extension is keyed in, it always goes directly to our main  greeting rather than to that extension.  Is there a way to just program the # key without necessitating another expensive visit from the tech?  Thanks in advance.

[Marc Haycook]

If I remember correctly, if you want to use the # feature that extension must be built in the voicemail with both an extension block and voicemail block. The voicemail system requires technician level access, so it would be best to have your telecom vendor look at the issue.

[Marc Haycook]

I forgot to add, the 64 button module is an actual extension - unlike the smaller modules that connect directly to the telephone. If they plugged the phone into the jack that was for module or vice-versa it can cause all kinds of programming issues.

[genesis]

Does the AOM work like normal when you push a button for an extension?  The functionality should be passed right through to your real desk phone.  If it is not working like normal then your phone didn't get re-assigned as the master to the AOM after it lost program.  It's not an end-user program but give your vendor a call and perhaps they can walk you through checking it.

[Marc Haycook]

I just re-read his post and he says the vendor had to come out and reprogram the AOM. It sounds like they plugged in the wrong port and they lost programming. The AOM probably works right, but without the mailbox correctly built in the VM, the # feature won't work.

[matherton]

Depending on how the system is programmed, you could log in as the system administrator and create a mailbox on your extension.  That is administration level programming and you should have documentation on how to do that, including your system administrator password. 

Creating mailboxes does not require a technician visit, however your system may automatically delete the mailbox if the system was programmed to remove the mailbox during its midnight diagnostic maintenance.  This is done to remove mailboxes not required to reduce toll fraud exposure. 

In order to be able to use the #XXX functionality, you must have a mailbox on the phone as Marc had mentioned.  Log into the voicemail system administration and add the mailbox to your extension in question, and see if that fixes it up.  Let us know how that goes.