Voice Mail after rollover

Unanswered Question
Jul 6th, 2009

I am currently trying to setup a voice mail to answer calls when no one picks up after the call roles through 3 different directory numbers.

The caller calls a main number then dials the extension (3030) then the user chooses option 3 which transfers them to DN 3024.

My problem is that when it does finally role over to the third DN (3027), the voice mail is not heard; rather the unity message is heard.

Any ideas?

I have this problem too.
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rob.huffman Tue, 07/07/2009 - 05:27

Hi Kenny,

In a scenario like this, Unity is looking for the Mailbox on 3030, the "First Redirecting Number".

In Unity 5.x and above you can config Unity to use the "Last Redirecting Number" on a Call Forward instead of the "Originally Dialed Number"

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.


This is available in Unity Connection 7.x as well;


Cisco Unity Connection Administration

Advanced (towards the bottom of the page)

Conversation Configuration

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

Hope this helps!



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