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Calls not going to extn number


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I'm new to this so please be gentle. I have setup a phone and given it an extension number. It’s bound by MAC address and receives calls internally with ought any problems when dialling the extension number. The problem comes when people are phoning the outside number and then selecting the extension number from the greeting service. This is not routing the calls to the correct extension. I can’t find where this setting is configured. Can anyone help me?


Many thanks


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