Unable to dial in from external line to access voicemail

[gigaboy]

We have two DID lines. We do not use Digital Receptionist. One DID goes to extension #11. User is able to retrieve messages internally. However, not able to do so from external line (ie, using a smartphone to dial in). I would expect the process for the user to be:

1. Dial the DID number
2. When VM message starts, enter "99" (which is what is set in parameters).
3. Prompt for PIN
4. Listen to messages.

When "99" is entered, all phones keep ringing (this DID is part of a ring group), and the call is immediately placed into Music On Hold. Only way to stop this is to end the call.

What could be the problem, and more important, how can this be fixed?

 

[cobaltit]

If the user has a smartphone, just install the app and then you can dial the voicemail code from there. Otherwise the only option is to route a number directly to the voicemail extension or do an IVR and then dial the voicemail extension like you are currently trying to do during the voicemail greeting.

 

[gigaboy]

The app is great idea, though sadly it won't work on an iPhone 5. So, I can set another DID number which goes directly to that voicemail box, but don't know how to do that?

 

[cobaltit]

You do it exactly like you did for the DID that goes to extension 11 except you don't pick extension 11 for the destination, you pick extension 99

 

[gigaboy]

Your right! Thanks!