We have an extension that doesnt seem to be working properly. When someone from the outside dials in to the extension in question, the system tells the caller the user is on the phone (she isnt) and dumps to voicemail. Same issue occurs when calling in on an internal extension. When we set forwarding on the phone to forward the user calls to her cell, it never forwards but instead dumps to voicemail. We are running 2.9.0.7. Any assistance would be appreciated.
Is the extension set for Do Not Distrub? Either on the phone itself, or on the PBX using the DND feature code? We’ve had a few customers over the years that have done this without realizing it, and it causes that exact behavior (i.e. person can dial out fine, but any incoming calls go straight to voicemail no matter what).
Worth checking anyways