I am trying to set a DN that Line 5 of a pilot point hunt group to transfer to voicemail via the 'Call Forward and Call Pickup Settings>Forward No Answer Internal/External>Destination' field:
Device>Phone>Selected DN>Call Forward and Pickup Settings>Forward No Answer Internal/External>Destination
When I set the Destination field on Line 5 to a dial string in the format #01234 it shoud transfer the caller to an individual voicemail account but instead it transfers to the general voicemail system recording.
If I open a new call on my phone and dial the Line 5 DN directly and enter the same dial string it correctly transfers to the individual voicemail account.
As each line in the pilot point hunt group becomes busy the call flow goes to the next available line.all the way down to the 5th line.
If Line 1 is not answered it goes to a call handler greeting and that works just fine.
However if the call flow gets to Line 5 and Line 5 is not answered or it is busy I want Line 5 to transfer to an individual voicemail...but it only transfers to the general voicemail system recording.
Has anybody seen this type of problem before?
Each subscriber in Unity has a unique DN, this is the called party number, in your case the called party number will be the pilot point or the DID number which is forwarded to Unity depending on how you have configured it.
Therefore all you need to do once the call is forwarded into Unity is to create either a Direct or Forward routing rule which can then send the calling party to a particular Subscribers greeting.
In your case Unity simply doesn't recogise the dialled number. If you open the CallViewer unity from within UnityToolsDepot and then dial hunt-pilot or the number which is forwarded to the huntpilot, the callviewer will show you what the direct or forwarded number is.
This is the number that you need to configure as a routing rule and send the calling party to a Subscriber.
Either of the two steps I mentioned simply drop the call into Unity. The simplest would be to configure your call-forward pattern #???? in the hunt-pilot hunt-forward-settings destination field, and set the appropriate CSS.
Hope this helps.
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Just curious :) When you said,
"If I set the Destination field on Line 5 to transfer to another DN it works correctly and rings that DN...so I am trying to understand why it doesn't work correctly when transferring to Unity?"
Does this part work when ringing through the Hunt setup or only when dialed directly? If it works when routing through the Hunt you would need to find out what DN is being presented to Unity. If for example the DN for Line 5 is 2222 and 2222 is being presented properly to Unity you could simply configure 2222 as an Alternate Extension under the desired subscriber mailbox.
Let us know,