Reconfig call flow (?) after upgrading to CCM4.1(3)

Unanswered Question
May 21st, 2007

Hello everyone,

I upgrade CCM 3.3(5) to CCM4.1(3) without any errors. Yet the follow call flow seems not working.

How could I reconfig it in new CCM server? Thank you for your reply.

Outside callers call to hotline#

- Carrier translates it to local#

- CallManager translates it to 1500 and sends it to Unity

- Unity plays greeting of hotline call handler and transfers call to extension #1001

- If 1001 is busy or not answer, call is forwarded to 1002.

- If 1002 is busy or not answer, call is forwarded to 1003.

- If 1003 is busy or not answer, call is forwarded to voice mail of hotline


I have this problem too.
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master001 Mon, 05/21/2007 - 12:06


I tried to configure it with Ling Group/Hunt List/Hunt Pilot.

Distribution Algorithm: Top down

Only the following doesn't work:

- If 1003 is busy or not answer, call is forwarded to voice mail of hotline

(Call isn't forwarded to voice mail. it is dropped)

Look forward to your help.

Brandon Buffin Mon, 05/21/2007 - 12:27

How are you forwarding if 1003 does not answer. One option is to setup a dummy DN and forward all on this DN to voicemail. Make this DN the last option in the line group. Either make this DN the extension in Unity or an alternate extension for the box.


master001 Mon, 05/21/2007 - 13:07

Hi Brandon,

Thank you for your reply.

I set up voice message for 1003(forward to VM if no answer/busy). I test the 1003 VM function already. The VM works fine.

Anything I missed, Brandon? I will try the dummy DN later.


master001 Mon, 05/21/2007 - 13:45


I tried the dummy DN, same thing.It seems I need to change the configuration.

Any idea for that?


master001 Mon, 05/21/2007 - 18:44

BTW, the Unity version is 3.1(6).

It will be upgraded to 4.0(5).

Is is Unity old version bug? Will it be all right after upgrading to Unity4.0(5)?

Thanks for sharing your experience.


rob.huffman Thu, 05/24/2007 - 04:52

Hi Howard,

Hope things are well for you:) It seems like this should work regardless of the Unity version. What number/DN do you have setup up for the Voicemail box for the Hotline? It can't be 1500 because that is the Call Handler correct. You might want to do a test setup and make the last forward step a phone like a 7940 so that you can see what number is being presented to Unity in the final forward step (you may be able to use Unity Call Viewer, not sure about your older version).

It seems likely the problem is in the number being presented vs the number you have configured for the Hotline Mailbox.

Hope this helps!


master001 Sat, 05/26/2007 - 15:38

Hello Rob,

Thank you for your reply. Now Unity has been upgraded to 4.0(5). Same situation.

I set up DN#1003 for Voice mail box for the hotline.

I use call viewer, the final foward step is presented to voice mail port(that is forwarded to main greeting).

I think it is doing with hotline call handler configuration.

Any solution to make this call flow work?



rob.huffman Sun, 05/27/2007 - 05:12

Hi Howard,

It sounds like you are very close here :) Try setting up a mailbox (with test greeting etc.) on the Hunt Pilot DN (instead of 1003). So if the Hunt Pilot # is 1700 for example, use this number for the Hotline Mailbox #

Hope this helps! Let us know,


master001 Fri, 06/01/2007 - 12:58

Hi all,

After reseaching and testing for alomst one week, the issue is fixed!

Basically a new call handler needs to be created for transfering 1500 to Hunt Pilot DN. Then the call will be forwarded to 1001, Hunt list/Hunt Group.

Thanks everybody.


rob.huffman Sat, 06/02/2007 - 08:54

Hi Howard,

Thanks for posting back with your resolution! 5 points for good troubleshooting and follow-up.

Take care,



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