Call Forward to Call Handler

Unanswered Question
Sep 17th, 2008

Hello, I'm trying to find a way to have an end user be able to CFA to a Call Handler in Unity Connection. Today when the End User does a CFA to the Call Handler DN Unity will send the Caller to the Called Number's (forwarding station's) VM Box. The only way that I have found that I can forward the caller to the Call Handler is by creating a Forwarded Routing Rule in Unity Connection and specify that calls from this forwarding station are sent to the Call Handler. This is not a realistic solution because I would like many users to have this capability, I would need to create hundreds of rules if this was the case. Does anyone have any suggestions?

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Rob Huffman Thu, 09/18/2008 - 04:43

Hi Adam,

I wish that I could tell you an easy way to do this in UC 1.x or 2.x but there is not :( With the soon to be released UC 7.0 (FCS is next week) you will be able to change this setting to achieve your desired results.

Use Last (Rather than First) Redirecting Number for Routing Incoming Call

When this check box is checked, Cisco Unity Connection uses the last redirecting number for routing incoming calls.

Default setting: Check box not checked.

From Conversation Configuration Page

Interface Reference Guide for Cisco Unity Connection Administration Release 7.x - **Advanced Settings

Hope this helps, maybe a good reason to push towards UC 7.0!


alubenow Thu, 09/18/2008 - 05:30

Rob, is there any way that CUCM can help with this? We are running 6.0. I'm wondering if CUCM can remove the forwarding number prior to sending to Unity.

Rob Huffman Thu, 09/18/2008 - 05:45

Hi Adam,

Not that I know of. This is a pretty common problem with all Voicemail systems and is why this new parameter was introduced in both Unity 5.0 and UC 7.0. You would need some method to "trick" UC into not seeing the Originally Dialed DN. If you allow your users to Forward to External numbers you could forward out and back into the UC Call Handler but that is the only other way that I have seen work.

Sorry man! Hope this helps!


Rob Huffman Thu, 09/18/2008 - 08:47

Hi Adam,

You are most welcome! If you come up with any fix let us know.



alubenow Fri, 09/19/2008 - 08:29


Can you please clarify on what you are saying with your earlier post? I'm curious to know exactly what you've done or seen in the past by forwarding out and back in.

Rob Huffman Fri, 09/19/2008 - 16:48

Hi Adam,

Sure :) This is one way to trick the system and the call appears as a "new" call to the applicable Call Handler. I'm guessing that at certain times your users require calls to go to their personal mailbox and at other times you want callers to receive the Call Handler treatment. This manipulation via Call Forward is the only way until you can switch to the "Last Redirecting" method we spoke of earlier.

So, sometimes the Call Forward will be to the VM pilot# and other times the Call Forward will be out to the PSTN and back into the Call Handler (9-xxx-Call Handler).

Hope this helps!


alubenow Fri, 09/19/2008 - 19:10

Interestingly enough, I found that the Last Redirecting option exists in Unity Connection 2.1 as well. We tried this option, but did not have any luck. Have you experimented with this with Unity 5.0 and had the expected results?

whanson Sat, 09/20/2008 - 13:24


create a call handler with the extension 2222

I just made that up use any extension you like

create a vm profile called transfertocallhandler

voice mail box mask xxxx

create a cti route point with the extension number you used for the call handler and a vm profile of transfertocallhandler

check box to foward all to vm.

on the phone in questin cfa to the cti point


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