Close option of the Callhandler goes to the voicemail

Unanswered Question
Feb 15th, 2008

Hello guys,

I am facing a weird issue. I have a Call handler with a custom schedule. The standard option of the schedule works fine but as soon as I change the schedule to simulate the close hours it goes directly to the voicemail. I know it's too easy for you but I don't seem to be able to resolve the issue. Your help would be greatly appreciated.


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mattcalderon Fri, 02/15/2008 - 15:03

Do you have a greeting configured for the closed greeting? And is your action after the handler plays is to go to VM?

mightyking Sun, 02/17/2008 - 14:42

There's no greeting recorder for the close option. The call handler should ring to an external number but it doesn't. Even if I replace the external number with a four digits internal number it doesn't seem to see the number and goes directly to the VM. Please note the standard option is working fine.



mattcalderon Mon, 02/18/2008 - 10:03

Try this instead. Under closed greeting of your handler set the greeting to blank. Then after greeting attempt transfer to a new call handler that you create that will transfer to your external number.

mightyking Mon, 02/18/2008 - 13:16

That's axactly how it's configured but it's not working. Where else do I need to look?



mightyking Mon, 02/18/2008 - 18:48

I am not even using a PSTN number. In order to isolate the problem I am using 4 digits internal number but as soon as we dial the pilole number it goes directly to the voice mail. I know it's very strange but this is what it is. The standard option has exactly the same config, the standard one is working fine but the close doesn't.



mightyking Tue, 02/19/2008 - 07:38

Sorry for that. I changed it to 4 digites internal number just to isolate the issue. It's still not working. Any ideas pleaes?


Tommer Catlin Tue, 02/19/2008 - 07:43

You should still look at your transfer rules. In Unity 5.x they are more restricted. You may have to put in the actual number for it transfer in the transfer rules. It will block almost all numbers by default. If the number is in the subscriber database, it will transfer. If the number is NOT, it will block it. So if your extensions are 2000-2099, you will need a rule to allow 2*** to transfer to callmanager.

How do you know it works? Dial into Unity, when you dial a subsriber from the default Opening Greeting, unity should say "Please wait while try that extension or transfer" (something like) and transfer.

If you punch a 4 digit number and it's NOT a subscriber mailbox number, it should deny you.

You have to add those patterns in manually for this to work.

hope this helps

mightyking Tue, 02/19/2008 - 08:26

Thanks for the reply,

I am using unity 4.2. I don't think I have a call routing issue because in the standard option of the call handler I am ringing extension 8604 which is the Pilot number of a hunt group and it works fine. In the close option of the CH I am ringing extension 8916 which is my own extension but as soon as I change the schedule to simulate the close option it goes directly to the voice mail of the pilot number. It can't be a call routing problem because it rings 8604 but not 8916. Although I allowed the 8916 in the restriction table but no luck. There's something with the sechedule but I don't seem to be able to figure it out.


mattcalderon Tue, 02/19/2008 - 10:45

under your transfer call handler, what schedule do you have currently? I am thinking it should be all hours all days as open, because any time you go to it, you want it to be available anyway.

mightyking Tue, 02/19/2008 - 11:40

I have created a custom schedule called HelpDesk-Open and this is the active schedule for the call Handler. I also tried the All hours All Days but no luck. This is driving me crazy man. I am sure it's something very small that I don't see.



chris.mann Wed, 02/20/2008 - 06:33

Did you verify the voicemail ports have a CSS that can call the destination you're trying to reach?

mightyking Wed, 02/20/2008 - 07:10

As I said, I am ringing an internal extension. The standard option rings 8604 and it works find but the close option rings 8916 and goes directly to the voicemail. Even if I choose 8604 for the close schedule it continues going to the voicemail. There's something that I have done wrong with the close schedule but I don't see it. I deleted the Call handler and recreated it at least 10 times but it does the same everytime.


Rob Huffman Wed, 02/20/2008 - 07:36

Hi MK,

I think Matt is on to something with using a Second Call Handler in this scenario. Have a look at this similar post with good answers from Ginger and Eric from Cisco. It has some helpful details for a similar problem due the nature of Unity Routing Rules/behaviour;

Hope this helps!


mightyking Wed, 02/20/2008 - 09:40

Thanks Rob,

My problem is slightly different. The standard schedule of the CH is working fine. Only the close option goes to the voicemail. I am using an internal extension for both standard and close schedule but the standard one works and the close option goes directly to the voicemail. Very weird!!!!


Tommer Catlin Wed, 02/20/2008 - 09:44

You can define other schedules. The standard "Open" and "Closed" go off the preloaded schedules in Unity. Can you create a new schedule just for this?

mightyking Wed, 02/20/2008 - 11:29

I do have a custom schedule called HelpDesk-Open and this is what I am use as the active schedule for the callhandler. The open option works but the close option goes to the voicemail despite the fact that I am asking the CH to ring a 4 digits internal extension.



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