04-08-2009 12:38 PM - edited 03-18-2019 10:51 PM
Hi,
I have setup a Call Routing Rule, to direct calls coming to particular ext to a call handler ,
The call routing rule doesnot work,and the call coming to that ext goes to opening greeting ch,
If I assign the ext assigned to the routing rule to the call handler then it start's working,
Ideally I don't need to assign a ext to a call handler, so what is the issue, why is the call routing rule not working.
Avinash
04-08-2009 12:45 PM
Avinash,
This tells me that the call routing rule is not being matched based on the values you've entered for ANI or DNIS. Open Call Viewer from the Tools Depot and watch what digits are being presented to Unity and configure the routing rule accordingly. Also, people get hung up by accidentally configuring a Direct Routing Rule rather than Forwarded Routing Rule.
Hope that helps,
Brad
04-08-2009 12:55 PM
The value in DNIS matches the value (ext) I see in call viewer, this was the first thing I checked,
So I should create a Forwarding Routing Rule instead of Direct Routing Rule ?
Avinash
04-08-2009 01:05 PM
If the call is being forwarded into Unity from the phone system you'll need to do a forwarded routing rule, yes. It won't hurt anything configuring one.
Brad
04-09-2009 04:58 AM
how does unity differentiate between a direct call and a forwarded call ?
04-09-2009 05:29 AM
Depends on how the phone system passes the call to Unity. If you call user A, their phone RNA's, it's then [forwarded] to Unity, and will parse through all forwarded routing rules for any matches.
Another example is if you press the voice mail button from your phone, it's then a [direct] call to Unity as there is no forwarding involved and direct routing rules are all parsed for any matches.
Typically administrators will configure CTI route points that CFA to Unity for particular external numbers so that a particular routing rule can always be matched and go to the desired greeting.
Brad
04-13-2009 03:52 PM
Just curious how this one turned out... was it in fact the forwarded rule that needed to be configured?
If so, please rate any useful posts to help those who may run into the issue down the road.
Brad
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