Unity 4.0 - Call Forwarding and Voice Mail

Unanswered Question
Jun 20th, 2008

Here is the situation:

We have a DN (5301) that is not associated with a Unity mailbox but is on a 7970 phone. This extension is an "on call" number that is always forwarded to a technicans phone (local 4 digit ext or cell phone).

When a person calls 5301 I want the voicemail of the final destination to answer.

For instance if I had 5301 forwarded to 2000 - I would want 2000's voicemail to answer.

Is there a way to set this up?

Thanks in advance.


I have this problem too.
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rob.huffman Fri, 06/20/2008 - 09:01

Hi Jeff,

Sadly this cannot be changed until Unity 5.x (the ability to choose "Last Redirecting Number" in not available in any other Unity version);

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.


Call Information Exchanged by the Phone System and Cisco Unity

The phone system and Cisco Unity exchange call information to manage calls and to make the integration features possible. With each call, the following call information is typically passed between the phone system and Cisco Unity:

•The extension of the called party.

•The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the phone system supports caller ID).

•The reason for the forward (the extension is busy, does not answer, or is set to forward all calls). There is also a reason code for Direct Calls.

Cisco Unified Communications Manager SCCP and SIP trunk integrations can also provide the following call information (the choice of first and last redirecting number is set in the Advanced Settings Tool, which is available in Tools Depot):

•Called number

•First redirecting number

•Last redirecting number


Note Cisco Unity can use either the first redirecting number or last redirecting number, depending on the setting in the Advanced Settings Tool, which is available in Tools Depot.


If this was just a one-up type of setup you can configure a Voicemail profile (in CCM) for 2000 and apply it to 5301 that will allow this type of Call Forward to 2000's mailbox. The fact that you need this for Multiple Tech's will not work. Is there any way the Techs could use a Shared Line? Then these solutions could be adapoted.

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 (2000).

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

Enter the alternate extension number (in this case 5301) and click the Save icon.

From this good Unity doc;


Hope this helps!


jeff_pinkerton Wed, 06/25/2008 - 10:13


Thanks for your response. I guess we are stuck until we upgrade!

Thanks again.


Chad Stachowicz Wed, 06/25/2008 - 11:01


There is a trick and its running it through the Cisco TCD Service on CCM. There is an options there to overwrite the initial forwarding number. Then use an AC pilot and have that send the call to a phone. Voicemail will work then :)

Hope this trick helps, please rate helpful..


jeff_pinkerton Wed, 06/25/2008 - 11:33


I am not a guru at CM yet - but I will do my best to fumble through it. Thanks for your response and expertise!


Chad Stachowicz Wed, 06/25/2008 - 12:25


Its in the service parameter's let me try and find it and I will repost...


Chad Stachowicz Wed, 06/25/2008 - 12:31


Reset Original Called Party on Redirect True False True <--this is from a CM 5.1 under the service Attendent console server.. in 4.1 there was a Cisco TCD Service..

I think this is set to False on 4.1, however I can't remember its been awhile since I did it. Play around with it, its not ideal for a huge amount of users, but that rare case or 2 its a good fix..



rgoodwin7399 Mon, 06/30/2008 - 06:48

You could also just add 5301 as an alternate extension to the unity mailbox for the users in question (2000 for example) and that would allow the call to be taken by Unity.


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