Versatility - going to voicemail when Ext 20 busy

[ihesketh]

In order to provide a precise and complete answer to your question, further details of your system and configuration would be required (including details of lines, groups, voicemail boxes and other diverts which you may have created).

It is important to understand that the "system voicemail" intervenes at the line level, independently of groups, other diverts or mailboxes which you may have created.  The system voicemail settings may be viewed or modifed from the programming extension at:

Program > System programming > Lines > System voicemail box.

From the information supplied, you may wish to review the System VM box delay and the hunt timer (if you are using a hunt group).  The settings may be viewed or modified from the programming extension at:

Program > System programming > System > Timers.

It is possible to implement different approaches to the system programming and use of voicemail in order to satisfy user requirements.  However, it is necessary to discuss and ascertain what those requirements may be.

Further information may be found in the BT Versatility Owner's manual.  The manual is available in pdf format.

Let me know if you require further assistance.