Voicemail/Unity CFwdAll Settings Question

Answered Question
Aug 28th, 2007
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Ok, so suppose Tom *doesn't* have Unity Voicemail, and Harry does. Tom is doing a CFwdAll to Harry.


Someone calls Tom, it forwards to Harry, and eventually gets to a point where it should go to Harry's Voicemail. But it doesn't... it tries to go to Tom's non-existant Voicemail.


I would have thought that the call would go straight to Harry, then eventually to Harry's Voicemail.


Is there any way to change or stop this behavior (System-wide), either in Call Manager or in Unity, so that it goes to the Voicemail of the person they are forwarding to? Could changing this setting have negative consequences?


Thanks for reading the little story!


David

Correct Answer by Rob Huffman about 9 years 10 months ago

Hi David,


Just to add a little to Thomas's good info.


This is normal, if you are using most voicemail systems including Unity or Avaya voicemail this is working as expected. The problem lies in the fact that Unity sees the First Redirecting or Originally Dialed number (User A's CLID rather than the Last Redirecting Number (User B's).


There is a fix in recently released Unity 5.0 though :)


Have a look at Michael's great posts, there is a fix on the horizon for this exact problem in (Unity 5.0) **now released,(ECSBU Test Engineer, CISCO SYSTEMS )


"The situation you describe here (getting Unity to recognize the last forwarding station rather than the first forwarding station), will be a system-wide option added to Unity 5.0. There is not a way to do this with a configuration setting on earlier versions of Unity. I'm not aware of any CallManager settings that will address this issue either."


"We use the OriginalCalledParty and OriginalCdpnRedirectReason fields in SCCP StationCallInfo message from CallManager. The feature in Unity 5.0 will allow admin to configure Unity to look at LastRedirectingParty and LastRedirectingReason fields instead, on a system-wide basis."


From this recent thread;


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Unified%20Communications&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddada58


Also, here is another reference to this exact question with an answer from THE Unity Guru Jeff Lindborg;


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Unified%20Communications%20Applications&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda8a86/0#selected_message



Here are the Unity 5.0 release notes;


Route Forwarded Calls by the First or Last Redirecting Number


Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.


Note the following:


This option requires Cisco Unity-CM TSP 8.1(2) or later.


This option is not supported by integrations through PIMG units.


This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.


http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371


If this is just a one-up type of setup you can configure a Voicemail profile (in CCM) for User B and apply it to User A that will allow this type of Call Forward to User B's mailbox.


Or in Unity set up Alternate Extensions so that User A is an Alternate Extension for User B etc. Sharing a Cisco Unity Voice Mail Box between Two or More IP Phones


Configure Alternate Extensions


Open the Unity System Administrator web page.


Navigate to the subscriber's profile. Select Subscribers > Find and Select a Subscriber > Enter Subscriber Information then click Find and click the Subscriber's name for the subscriber that owns the primary phone (Phone B).


When the subscriber page comes up, select the Alternate Extensions option and click Add.


Enter the alternate extension number (in this case Phone A) and click the Save icon.


From this good Unity doc;


http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_configuration_example09186a008015ceec.shtml#steps



Hope this helps!

Rob


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Correct Answer
Rob Huffman Wed, 08/29/2007 - 05:29
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Hi David,


Just to add a little to Thomas's good info.


This is normal, if you are using most voicemail systems including Unity or Avaya voicemail this is working as expected. The problem lies in the fact that Unity sees the First Redirecting or Originally Dialed number (User A's CLID rather than the Last Redirecting Number (User B's).


There is a fix in recently released Unity 5.0 though :)


Have a look at Michael's great posts, there is a fix on the horizon for this exact problem in (Unity 5.0) **now released,(ECSBU Test Engineer, CISCO SYSTEMS )


"The situation you describe here (getting Unity to recognize the last forwarding station rather than the first forwarding station), will be a system-wide option added to Unity 5.0. There is not a way to do this with a configuration setting on earlier versions of Unity. I'm not aware of any CallManager settings that will address this issue either."


"We use the OriginalCalledParty and OriginalCdpnRedirectReason fields in SCCP StationCallInfo message from CallManager. The feature in Unity 5.0 will allow admin to configure Unity to look at LastRedirectingParty and LastRedirectingReason fields instead, on a system-wide basis."


From this recent thread;


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=IP%20Communications%20and%20Video&topic=Unified%20Communications&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.1ddada58


Also, here is another reference to this exact question with an answer from THE Unity Guru Jeff Lindborg;


http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Unified%20Communications%20Applications&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.1dda8a86/0#selected_message



Here are the Unity 5.0 release notes;


Route Forwarded Calls by the First or Last Redirecting Number


Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.


Note the following:


This option requires Cisco Unity-CM TSP 8.1(2) or later.


This option is not supported by integrations through PIMG units.


This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.


http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371


If this is just a one-up type of setup you can configure a Voicemail profile (in CCM) for User B and apply it to User A that will allow this type of Call Forward to User B's mailbox.


Or in Unity set up Alternate Extensions so that User A is an Alternate Extension for User B etc. Sharing a Cisco Unity Voice Mail Box between Two or More IP Phones


Configure Alternate Extensions


Open the Unity System Administrator web page.


Navigate to the subscriber's profile. Select Subscribers > Find and Select a Subscriber > Enter Subscriber Information then click Find and click the Subscriber's name for the subscriber that owns the primary phone (Phone B).


When the subscriber page comes up, select the Alternate Extensions option and click Add.


Enter the alternate extension number (in this case Phone A) and click the Save icon.


From this good Unity doc;


http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_configuration_example09186a008015ceec.shtml#steps



Hope this helps!

Rob


davidblu Wed, 08/29/2007 - 23:09
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Fantastic. That answers my question, thanks Rob.


We are on Unity 4, so if this becomes a big issue, I can see if we can't upgrade to Unity 5 so that we get the required setting.


Thanks again.


David

Rob Huffman Thu, 08/30/2007 - 04:36
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Hi David,


You are most welcome my friend :) Well, it is a shame to have to upgrade just for this feature but it does give you another reason to make the move.


Take care,

Rob


PS: No such thing as a silly question, these are all valid concerns that impact our ability to provide the best service possible! These forums are just the place to ask about these scenarios :)

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