CM 4.2 multiple exts answered by a group mailbox?

Unanswered Question
Apr 2nd, 2009

Hi there,

how can more than 9 exts be associated with a voicemail box?

Our usual method of deployment is to have exts ring through to their teams hunt group number. If there is no available exts the call will then go onto the mailbox for the group. However some teams have well over 9 staff.

I know this can be done but don't know how. Our previous maintainer set up our IT service desk with a mailbox - yet there are no ext numbers listed in Alternate Exts at all!!

The only difference is that the servciedesk uses UCCX 4.0

I would be very grateful if there is some genius out there who could help.

BTW

CM = v 4.2(3)

Unity = v 4.0

I have this problem too.
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rob.huffman Thu, 04/02/2009 - 06:13

Hi Barry,

I'm sure we can figure this out here :) One thing to keep in mind is that the Service Desk using UCCX is a different config completely so it cannot be used for comparison here.

A couple of questions;

Do the users have their own "Private" Voicemail as well?

When these calls Forward from the User DN to the Hunt Group and are un-answered do they reach Unity?

If so, what kind of treatment do they currently receive? Is it the Unity Sign-In Greeting?

Let us know.

Rob

planetmaker Thu, 04/02/2009 - 06:52

Hi Rob, thanks for your help.

Sorry for being a bit vague.

No, mailboxes are only created on a team level (so no one hides behind voicemail - can you believe it??!).

I'll explain.

Users are 90% Ext Mobility here so we need endpoints if they are not logged in etc so their calls ring somewhere.

This used to be a fixed ext phone in their team but we noticed that if those fixed exts had their own VM box then the EM exts calls would not be picked up by the fixed ext's voicemail but go to a message that says Welcome to Cisco Unity...

To get around this (rightly or wrongly) we created Hunt Groups for each team and forwarded each ext to call the group number when they were not logged in, and then set the hunt pilot to go to the group mailbox if no ext was available. Team exts are listed in the Alternate Exts and under MWI on the hunt group's mailbox.

We just need more than 9 to be able to access the mailbox not really for access (although it is helpful) but so their calls are forwarded there and messages can be left

Thanks in advance.

rob.huffman Thu, 04/02/2009 - 07:09

Hey Barry,

This makes perfect sense :)

Lets say the Group Mailbox is on DN 5555 and the Group is called Sales. In CCM go to> Feature> Voicemail> Voicemail Profile and create a new Profile called Sales with a Description called "Sales Group Mailbox" the Voice Mail Box Mask will be 5555> Save

Then via CCM go to the Users Phones> under Directory Number Config> Voicemail Profile and change to Sales (created previously in above steps)>Update>Reset

Now when a call routes via the described call flow it will reach the Sales Group Mailbox @ 5555.

When you upgrade Unity to 5.x or later you will be able to use this new Parameter.

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.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371

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.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/design/guide/5xcudg060.html#wp1040786

Hope this helps!

Rob

planetmaker Thu, 04/02/2009 - 07:23

That works a treat Rob many thanks!!

Simple when you know how eh lol

Once again much appreciated.

planetmaker Thu, 04/02/2009 - 07:11

When these calls Forward from the User DN to the Hunt Group and are un-answered do they reach Unity?

They reach some part of it, see below

If so, what kind of treatment do they currently receive? Is it the Unity Sign-In Greeting?

No they get the one says please hold for an operator

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