Mobile Phone VM goes to Office Phone VM without configuration

Answered Question
Dec 5th, 2007

One of our execs reported an unusual issue: calls to his personal mobile phone that go to voice-mail end up in voice-mail on his office phone despite there be no configuration in CCM (4.1(3)sr4d) or Unity (4.0)to relay such. User describes never having forwarded his office phone to his personal mobile phone and vice versa. User's mobile phone shows missed calls and zero voice-mails when tested. Confirmed voice-mail to mobile phone was delivered to voice-mail on office phone - tested this extensively today. Nutshell: Unanswered calls to office phone go to office phone voice-mail as expected. Unanswered calls to personal mobile phone go to office phone voice-mail, which is unexpected. I've checked both Call Manager and Unity thoroughly and found no cause for this behavior. While user is contacting his personal carrier (Verizon), wondered if anyone has encountered this in an IPT environment. Thanks for your thoughts!

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Correct Answer by rob.huffman about 9 years 4 days ago

Hi Kathy,

That is an "odd" one isn't it :) Well, from your testing we know that Verizon or the User has setup forwarding between the Mobile and the Office phone. I'm guessing that perhaps this is set on the Office DN's mailbox;

Alternate Extensions

On the Alternate Extensions page for a user account, you can enter phone numbers to set up alternate extensions in addition to the primary extension of the user. Alternate extensions can be used for various reasons, such as handling multiple line appearances on user phones. Alternate extensions can also make calling Cisco Unity Connection from an alternate device,such as a cell phone, a home phone, or a phone at another work site more convenient.

When you specify the phone number for an alternative extension, Connection handles all calls from that number in the same way that it handles calls from a primary extension (assuming that ANI or caller ID is passed along to Connection from the phone system). This means that Connection associates the alternate phone number with the user account, and when a call comes from that number, Connection will prompt the user to enter their password and log on.

From this doc;

http://www.cisco.com/en/US/products/ps6509/products_administration_guide_chapter09186a00805570b6.html#wp1040977

Hope this helps!

Rob

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Correct Answer
rob.huffman Wed, 12/05/2007 - 10:43

Hi Kathy,

That is an "odd" one isn't it :) Well, from your testing we know that Verizon or the User has setup forwarding between the Mobile and the Office phone. I'm guessing that perhaps this is set on the Office DN's mailbox;

Alternate Extensions

On the Alternate Extensions page for a user account, you can enter phone numbers to set up alternate extensions in addition to the primary extension of the user. Alternate extensions can be used for various reasons, such as handling multiple line appearances on user phones. Alternate extensions can also make calling Cisco Unity Connection from an alternate device,such as a cell phone, a home phone, or a phone at another work site more convenient.

When you specify the phone number for an alternative extension, Connection handles all calls from that number in the same way that it handles calls from a primary extension (assuming that ANI or caller ID is passed along to Connection from the phone system). This means that Connection associates the alternate phone number with the user account, and when a call comes from that number, Connection will prompt the user to enter their password and log on.

From this doc;

http://www.cisco.com/en/US/products/ps6509/products_administration_guide_chapter09186a00805570b6.html#wp1040977

Hope this helps!

Rob

kathyriley Mon, 12/17/2007 - 16:34

Hi, Rob!

Appreciate the guidance on alternate extensions - thanks! We eventually learned that this user had directed his Verizon account to forward to his office phone, but either hadn't remembered doing so, or was pulling our IT legs as a holiday gag - problem solved! At least I got an opportunity to teach the user about speed dials, and with your input, alternate extensions. Thanks a million, and Happy Holidays to you! - Kathy

rob.huffman Mon, 12/17/2007 - 16:47

Hi Kathy,

Nice detective work here :) The "old" Verizon shell game. You are most welcome my friend!

Happy Holidays to you and yours as well!

Rob

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