Cisco Support Community

In Cisco Unity Connections 1.x, when a call comes to the Opening Greeting and the caller presses the required option in order to reach a subscriber, the call goes to the voice mail of the subscriber and does not ring the extension

Core Issue

If a caller enters an extension in the auto attendant or finds a name in the directory handler, the caller is sent directly to the greeting for that user, and the extension does not ring. Personal Transfer Rules do not take effect when the Opening Greeting is called and the extension of a subscriber is entered.


This issue is documented in Cisco bug ID CSCse44536.

Complete these steps as one possible workaround for this issue:

  1. Run the Call Transfer Rule Tester.

  2. Verify that Rule is active.

  3. Verify that the Ask me if I want to take the call option is unchecked.

In order to resolve this issue, upgrade to one of these Cisco Unity Connection versions:

  • 1.2(1)ES06

  • 1.2(1)ES07 or later

Refer to Cisco Downloads for Cisco Unity Connection DVD Images.

Open a case with Cisco Technical Support with the TAC Service Request Tool in order to obtain an appropriate Engineering Special patch.

Refer to these documents for more information:

Problem Type

Voicemail problems

Voicemail System

Unity connection

Failure Type

Cannot forward or reply

When Problem Occurs

After call has been transferred

Unity General Features

Unity subscriber

Voicemail, Conference, CRS/IPCC, Autoattendant and TTS/ASR Functions


Opening greeting