Call back when call is forwarded on busy to voice mail

Unanswered Question
Oct 19th, 2007

Is it possible to invoke call back when a call is forward on busy to voice mail?

Since you know that this extension is busy, it would be nice to get notified even if the call is forwarded to voice mail.

I have this problem too.
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rob.huffman Fri, 10/19/2007 - 18:21

Hi Richard,

This will not work so what you are seeing is expected behaviour. Have a look at the "callback" interactions with Call Forward busy and Call Forward all to voicemail in particular;

Feature Interactions with Call Forward, iDivert, and Voice-Mail System Features

The following call states describe the expected behaviors, for the calling party, that occur when Cisco CallManager Call Back interacts with the Call Forward, iDivert, and voice-mail system features.

When a called party (Phone B) either forwards an incoming call using Forward All, Forward Busy, or Forward No Answer; or diverts a call using iDivert; to a voice-mail system, the calling party (Phone A) can enter one of the following states with respect to the Call Back feature:

VM-Connected state: The call is connected to voice mail. The Call Back soft key is inactive on the calling party's (Phone A) phone.

Ring-Out state with the original called party: The voice-mail profile of the called party does not have a voice-mail pilot. The called party (Phone B) will see "Key Is Not Active" after pressing the iDivert soft key. The calling party (Phone A) should be able to activate Call Back against the original called party (Phone B).

Ring-Out state with voice mail feature and voice mail pilot number as the new called party: The call encounters either voice-mail system failure or network failure. The called party (Phone B) will see "Temp Failure" after pressing iDivert soft key. The calling party (Phone A) will not be able to activate Call Back against the original called party (Phone B) since the call context has the voice mail pilot number as the "new" called party.

Ring-Out state with busy voice mail port and voice mail pilot number as the new called party: The call encounters busy voice mail port. The called party (Phone B) will see "Busy" after pressing iDivert soft key. The calling party (Phone A) will not be able to activate Call Back against the original called party (Phone B) since the call context has the voice mail pilot number as the "new" called party.

From this good doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8a.html

Sorry Richard, this is common to all phone systems I have ever worked with. That is why once voicemail has been implemented this type of feature has limited relevance. It is called "ring again" on Nortel systems and same thing :(

Hope this helps!

Rob

richard.leclerc Mon, 10/22/2007 - 06:25

Thanks for your answer. Is there a "ring again" feature on Call manager?

Regards

Richard

rob.huffman Mon, 10/22/2007 - 11:11

Hi Richard,

In Cisco Callmanager the "matching" feature to Nortel "Ring Again" is Callback :) They both work the same way for Called party Busy, and CCM adds the Callback functionality for Called Party Ringback as well. Here is a description;

The Cisco Call Back feature allows you to receive call back notification on your Cisco IP Phone when a called party line becomes available. You can activate call back for a destination phone that is within the same Cisco CallManager cluster as your phone or on a remote PINX over QSIG trunks or QSIG-enabled intercluster trunks.

To receive call back notification, a user presses the CallBack softkey while receiving a busy or ringback tone. A user can also activate call back during reorder tone, which is triggered when the no answer timer expires.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8a.html#wp1026410

Hope this helps!

Rob

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