Active Voice - calls going to wrong mailbox

[acejavelin]

I have a customer with an old Active Voice (O/S2-based) voicemail system that one extension is going into the wrong mail box.

The phone system is an older Definity, and I have verified it is sending the correct extension information (x8143) to the Active Voice when the extension calls the voicemail or a call is forwarded to the voicemail with a digit grabber on the analog voicemail extension, but for some reason the Active Voice is always sending the call to mailbox 8082. I have checked the setup of both mailbox 8143 and 8082 and they seem correct, deleted and then added the mailboxes again but all calls for 8143 are still going into mailbox 8082.

Apparently this was specifically setup years ago by a tech to do this, but that tech is no longer with us and we cannot figure out how this was done. Is there some kind of translation file or something else in the Active Voice that would cause all calls for 8143 to be recognized as associated with mailbox 8082? Extension 8082 works fine and it can access voicemails and calls are properly routed to that mailbox for that extension.

Any help would be appreciated on where to go next, Active Voice is no help on this one so I hoping someone here can help...

Thanks in advance!

[acejavelin]

Found the proper manual from R4+Z's manual site in this thread: http://www.pbxinfo.com/index.php/topic,328.0.html

and after some reading through it found out there is an extension translation file, opened it up and low and behold there was the translation of x8143 to go to x8082's mailbox. Removed the line and saved the file, reloaded the VM config and PRESTO!!! it worked like normal...

Thanks to R4+Z for his great reference site!!!

[georgesmith1]

yes it is good manual for call going to voice mail box