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Avaya IP 500 with no records & no help - that we cant redirect!


We have an Avaya Voip (IP 500) system on a SIP trunk/leased circuit with 10 DDIs - set up by my ex business partner. I have no idea how to see what the programming is or how to change it as its currently set up to route all calls on our main number to a voicemail message he recorded - we cant even change that!


We have diverted our other DDIs/extensions to an answering service, but the main one is stuck & as we are in London everyones having to work from home. So over the weekend (we are a shop) we had no one answering our calls. Ive been on hold to BT for hours (literally.) Since Friday at around 5 & now since 9.30.


Is there any way I can find out if theres remote access? Or how it was set up? How do we get into it & turn off that voicemail? If it helps its set up to ring an extension we dont use & then everyone uses call pickup to get the calls. I can 'divert' the phone & 'record' a message - inverted commas because regardless of what I do the system takes over. And it goes to his voicemail.


I honestly never thought this wpuld be such a nightmare. We had a full outage on the street till around 2 on Thursday & by the time I got the number from the answering service, tested it & realised it just wasnt working then sat on a useless chat the Avaya support team had just gone home. We have no account manager, & none of the original staff are there.


All I need to know is how we can fix this. Can I log in remotely? What am I looking for in the programming to change? Nightmare.


BT Employee
BT Employee



Very sorry to hear you are having these issues.


In terms of the features on the Avaya system, it is not something I am readily familiar with. We do have an AVAYA helpdesk as you alluded to, so if possible I would try to persevere with them. They would really be the only people who would have the knowledge on the functions of the system itself.


I have also went on the AVAYA website and found this manual - not sure if it will be of help or not, but hopefully there is some useful information in it for you. You can access that here.


I do hope you can get this sorted ASAP, and again my sincere apologies about all the difficulties you have had with this one.