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Community Member

Unity Connection Redirect to VM Box Not Working

I have a CUCM BE 8.6.2 server.  Here is the call flow:

Inbound calls are routed to x1000.  After-hours, x1000 is forwarded to x1996 which is a Call Handler called Reception_CH.  While the Call Handler is playing, users have the option of dialing any extension to be transferred to that user (used x2400 for this example).  This works unless the end user at x2400 has done a CFWD ALL to voicemail.  In that case, users get the UCxn opening greeting "Hello.  Cisco Unity Connection Messaging System.  From a touch-tone phone...". 

I believe problem is that the LastRedirectingId=1996 rather than 2400, though if that were the issue, I would expect it to replay the 1996 call hander rather than the opening greeting.  I have pasted the output of UCxn Port Status Monitor below.  This is for an inbound call to x1000, while x1000 is CFWDALL to x1996.  After getting the call handler at 1996, I dialed 2400 and received the "wait while I transfer your call", followed by 2 beeps (Tone on Hold), then the opening greeting. 

I have the CUCM service parameter "Display Original Calling Number on Transfer from Cisco Unity" set to TRUE

I have the UCxn messaging parameter of "Use Last (Rather than First) Redirecting Number for Routing Incoming Calls" CHECKED

Any help would be greatly appreciated.

Remote Port Status Monitor Output:

02:30:48, New Call, CalledId=1000,  RedirectingId=1000,  Origin=16,  Reason=8,  CallGuid=6BA7F904B7FF432CB570543A08665791,  CallerName=Trunk 10,  LastRedirectingId=1996,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-005,[Origin=Unknown],[Reason=Forward Unconditional]

02:30:48, AttemptForward

02:30:48, State - AttemptForward.cde!Dummy

02:30:48, Event is [NULL]

02:30:48, PHTransfer

02:30:48, State - PHTransfer.cde!LoadInfo

02:30:48, Event is [TrueE ass=MsoNormal style='text-indent:.5in'>02:30:48, PHGreeting

02:30:48, State - PHGreeting.cde!PlayGreeting

02:30:48, Call answered if needed

02:30:48, Playing greeting for Call Handler:  Reception_CH

02:30:54, DTMF received [2]

02:30:58, DTMF added [400]

02:30:58, Event is [NULL]

02:30:58, PHTransfer

02:30:58, State - PHTransfer.cde!LoadInfo

02:30:58, Answer Phone if needed

02:30:58, Event is [FalseEvent]

02:30:58, State - PHTransfer.cde!CheckPlayTransferIntro

02:30:58, Event is [TrueEvent]

02:30:58, State - PHTransfer.cde!PlayTransferIntro

02:30:59, Event is [NULL]

02:31:00, State - PHTransfer.cde!XferCall

02:31:01, Event is [HangupEvent]

02:31:01, State - PHTransfer.cde!DoHangUp

02:31:01, Event is [HangupEvent]

02:31:01, Idle

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Red

Unity Connection Redirect to VM Box Not Working

Hi Kyle,

Good stuff

Here is a similar log from a test I just did from Call Handler 6198 and linking to 7001

which was on Call Forward All to VM. I did receive the proper Greeting for 7001;

07:28:33, New Call, CalledId=6198,  RedirectingId=6198,  Origin=16,  Reason=8,  CallGuid=F3A2F6D0C6344D30BE7B58BFED7077F1,  CallerName=Rob Huffman,  LastRedirectingId=6198,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-002,[Origin=Invalid],[Reason=Invalid]

07:28:33, AttemptForward

07:28:33, State - AttemptForward.cde!Dummy

07:28:33, Event is [NULL]

07:28:33, PHTransfer

07:28:33, State - PHTransfer.cde!LoadInfo

07:28:33, Event is [TrueEvent]

07:28:33, PHGreeting

07:28:33, State - PHGreeting.cde!PlayGreeting

07:28:33, Call answered if needed

07:28:33, Playing greeting for Call Handler:  Rob Huffman 6198 transfer

07:28:40, DTMF received [7]

07:28:42, DTMF added [001]

07:28:42, Event is [NULL]

07:28:42, PHTransfer

07:28:42, State - PHTransfer.cde!LoadInfo

07:28:42, Answer Phone if needed

07:28:42, Event is [FalseEvent]

07:28:42, State - PHTransfer.cde!CheckPlayTransferIntro

07:28:43, Event is [FalseEvent]

07:28:43, State - PHTransfer.cde!XferCall

07:28:43, Event is [HangupEvent]

07:28:43, State - PHTransfer.cde!DoHangUp

07:28:43, Event is [HangupEvent]

07:28:43, Idle

** Now the only difference that I can note is that we do not have the setting

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

Checked in our set up. can you try without that setting.

Cheers!

Rob

"Everything is broken" - Bob Dylan

4 REPLIES
Hall of Fame Super Red

Unity Connection Redirect to VM Box Not Working

Hi Kyle,

Just to verify one thing here, does 2400 have voicemail set up on it? Once Unity

Connection transfers the call the control is assumed by CUCM so I'm seeing this

as expected behavior if 2400 has no voicemail account

Cheers!

Rob

"Everything is broken" - Bob Dylan

Community Member

Unity Connection Redirect to VM Box Not Working

Rob,

2400 does have a voicemail box and if you call 2400 from another phone you get their VM message.  We have tested this with several users and it's not specific to 2400.  It happens with anyone who has their phone forwarded to VM. 

Thanks,

Kyle

Hall of Fame Super Red

Unity Connection Redirect to VM Box Not Working

Hi Kyle,

Good stuff

Here is a similar log from a test I just did from Call Handler 6198 and linking to 7001

which was on Call Forward All to VM. I did receive the proper Greeting for 7001;

07:28:33, New Call, CalledId=6198,  RedirectingId=6198,  Origin=16,  Reason=8,  CallGuid=F3A2F6D0C6344D30BE7B58BFED7077F1,  CallerName=Rob Huffman,  LastRedirectingId=6198,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-002,[Origin=Invalid],[Reason=Invalid]

07:28:33, AttemptForward

07:28:33, State - AttemptForward.cde!Dummy

07:28:33, Event is [NULL]

07:28:33, PHTransfer

07:28:33, State - PHTransfer.cde!LoadInfo

07:28:33, Event is [TrueEvent]

07:28:33, PHGreeting

07:28:33, State - PHGreeting.cde!PlayGreeting

07:28:33, Call answered if needed

07:28:33, Playing greeting for Call Handler:  Rob Huffman 6198 transfer

07:28:40, DTMF received [7]

07:28:42, DTMF added [001]

07:28:42, Event is [NULL]

07:28:42, PHTransfer

07:28:42, State - PHTransfer.cde!LoadInfo

07:28:42, Answer Phone if needed

07:28:42, Event is [FalseEvent]

07:28:42, State - PHTransfer.cde!CheckPlayTransferIntro

07:28:43, Event is [FalseEvent]

07:28:43, State - PHTransfer.cde!XferCall

07:28:43, Event is [HangupEvent]

07:28:43, State - PHTransfer.cde!DoHangUp

07:28:43, Event is [HangupEvent]

07:28:43, Idle

** Now the only difference that I can note is that we do not have the setting

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

Checked in our set up. can you try without that setting.

Cheers!

Rob

"Everything is broken" - Bob Dylan

Community Member

Unity Connection Redirect to VM Box Not Working

Unchecking that setting fixed it.

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