I am working on a customer who is trying to integrate their Interactive Call Center system with Unity Connection 7.1 system.
The problem is I can get traces showing
Calling number: xxxxxx3900
Called Number: 104800 (voicemail pilot)
Redirect number: xxxxxx3902 Reason: 2
The setup is:
I3 System --> Audiocodes M1000 Gateway --> T1 (ISDN Switch Type NI) --> ISR 3825 --> CUC (via CUCM 7.1)
I can validate the call gets to Connection but it is seen as a Direct call and Not a Forwarded call.
I am missing something but cannot find anywhere what is needed exactly to have Unity classify the call as a "Forwarded Call".
Now--- here is the catch... the client wants the 39xx range of the DID to go to their call center, but use the UC as their voicemail. So technically, the 39xx range does not exist as DNs in the CUCM.
Looking for assistance.
Let me know what else you need to help.
Thanks In Advance!!!
Unity is going to act upon how the call is fowarded to Unity. So if callmanager marks the call as Direct then Unity is going to treat the call as direct. If callmanager marks the call as forwared then unity is going to treat the call as a forwarded call.
So the question is going to come more down to how is Callmanager is set to send this call to callmanager.
For instance if you use a CTI Route Point and configure to Call Forward All to Voicemail then the call should come to Unity as a Forwarded Call.
Now if you create something like a translation pattern and translate to the voicemail pilot then it's going to be marked as a Direct call.
So, my question is how is Callmanager specifically setup to send the call to Unity Connection?