I have a Unity 5 system integrated with UCM 6. My gateways are h323
Starting today, I have users calling in from a specific part of the country saying that when they connect to the Unity auto-attendant and press 5 for customer service, Unity tells them it doesn't recognize the extension.
Now option 5 goes to IPCC and a CS queue, but it doesn't look like the call is ever trasferred there.
Using the call viewer in Unity, I can see the call come in and get transferred to the auto-attendant without any problems. I don't see any issues on the gateway when doing debug isdn q931.
In call viewer, I can't see what happens when a customer presses "5"--I only see them come into the AA.
Another things that sometimes happens is that users press "5" and instead go to "1" which is the directory handler.
This only happens with users/customers in a specific part of the country, but all our 800 numbers come through one common gateway and are handled by the exact same systems, and I don't have any problem form my cellphone.
What in the world could be going on here? How can I troubleshoot?
IntroductionCUCM Routing RulesDial String implementation PolicyCUCM Routing LogicSIP URI Call Routing Analysis+++ Case Study: 1 ++++++ Case Study: 2 +++Conclusion
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