I was recently (a week ago) handed the responsibility of all our phone systems, and I am learning even though I am not a telecom guy, but I am stumped on a certain issue. I have a user with an IP 706 phone connected to a 7100 router. The user was set up so if the user was on the phone, it would ring the user's line 2 and the user would be able to answer the call. Now what happens is that if the user is on the phone and a call comes in, that call goes to another extension. I can't figure out how to fix this issue. Any help would be greatly appreciated. Thank you in advance.
Are you calling that user’s extension directly or a different number like a ring group?
Can you test just by calling that user’s extension directly while he is on the phone and see if you get the same behavior or do you get their voicemail.
Thank you for responding so quickly. i am calling the user's extension directly. Also, I did do a test by calling the user's direct number and then on another phone, calling the same number and i got the same behavior. the call went to a different extension. Thanks.
Did the user see the call come up as a second call appearance before it rolled over or did it ring that other call right away?
Are you able to get into the CLI of the 7100?
If so, then go to enable mode which is the # prompt. Then do a “show run voice user ext” where ext is the user’s extension number. Then reply back with the output.
no the user didn't see the call before it rolled over. It rang right away to the other extension. here is the output. Thanks.
voice user 1281
coverage global go_to_voicemail
sip-authentication password "xxxxxxxxxxxxx"
codec-list g711_first both
no voicemail new-user
voicemail auth-mode password
voicemail cos normal_voicemail
voicemail password "xxxx"
voicemail notify schedule Sunday 12:00 am
Weird, the call coverage for the user is set to voicemail via this command “coverage global go_to_voicemail”
Can you run some debug
Debug sip stack messages
Debug voice verbose
Make sure you set your buffer to be very large in your terminal program so you can catch everything. Then place the test call and post debug.
Sorry for not responding yet. I had to tackle some other tasks and when I tried to place a test call(s), the user wasn’t there. I will hopefully get her in a few minutes or I will try in the morning. Thank you for your help, and I agree, I only know a little, but this issue seems weird.