calls forwarding to Unity on deleted extension

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Nov 9th, 2007
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Hello All,

Has anyone run into this issue before ? Please share your thoughts !!

I am running CCM 4.1.3 sr5d, I am experiencing a strange problem on this one specific phone. This phone (a 7940) was once assigned to a call center agent (CAD agent) and there were two extensions configured on this phone (32937 and 2937). Now that the agent is no longer with the company and I've deleted the extensions but for some reason when I dial 2937 the call get forworded to Unity even though 2937 is no longer exist in CCM. And so far I am not able to duplicate the problem on a different phone.

thanks very much in advance !! any feedback will be highly appreciated !!!


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chris.mann Fri, 11/09/2007 - 12:47
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Check the unassigned numbers in route plan report.

If the entries are still in there, it will produce phantom issues for you. If you find it there, just delete it out, and try again.

Rob Huffman Fri, 11/09/2007 - 13:01
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Hi Danny,

This is pretty common when numbers aren't completely removed.

Try this method via the Route Plan Report;

Deleting Unassigned Directory Numbers

This section describes how to delete an unassigned directory number from the route plan report. Directory numbers get configured and removed in the Directory Number Configuration window of Cisco CallManager Administration. When a directory number gets removed from a device or a phone gets deleted, the directory number still exists in the Cisco CallManager database. To delete the directory number from the database, use the Route Plan Report window.



Step 1 Choose Route Plan > Route Plan Report.

The Route Plan Report window displays. Use the three drop-down list boxes to specify a route plan report that lists all unassigned DNs.

Step 2 Three ways exist to delete directory numbers:

a. Click the directory number that you want to delete. When the Directory Number Configuration window displays, click Delete.

b. Check the check box next to the directory number that you want to delete. Click Delete Selected.

c. To delete all found unassigned directory numbers, click Delete all Found Items.

A warning message verifies that you want to delete the directory number.

Step 3 To delete the directory number, click OK. To cancel the delete request, click Cancel.

From this good doc;

Hope this helps!


EDIT: Chris, you are far too fast for my baboon-like typing skills :) Fri, 11/09/2007 - 13:15
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Hi Chris and Rob,

I did went into Route Plan Report and deleted all Unassigned DNs but still that didn't help.

Any other suggestions ?

Thanks ! appreciate your response !!!


chris.mann Fri, 11/09/2007 - 13:24
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Have you looked at DNA to see how the call is routing? That might give you some insight. If it's not in the route plan report anymore, it's almost got to be getting caught by a TP or something.

You could also maybe check the CDR records.

good luck!


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