Alternate extension issue in 3.12

[admin_2]

OK - just upgrade to 3.12 yesterday evening. Upgrade went fine. The main point was to get the alternate ext feature working. here's the problem.<br><br>The customer has 2 lines on every phone. One is a DID. I want to set up the DID line to go directly to the primary mailbox's greeting. Also, I want both extensions to be dialed from the opening greeting box as the customer is heavy into auto attendant. They have about 900 users that needs to do this and they only bought that many licenses because of this feature. <br><br>Here is what happens. I set up the alternate extension. I dial the did it rings 4 times and goes to voicemail. Then I hear, please wait while I transfer your call and it transfers to the primary extension. After it rings 4 times then I hear personal greeting. I changed the call transfer for the box to go directly to greeting and when I dial the DID again, it goes directly to greeting. Please tell me that the alternate ext field does not use the call transfer section in this way please - that would be really bad!!!!!<br><br>

[#2]

No, the alternat extension shouldn't do some goofy daisy chain transfer like this, it should be treated just as the user's primary extension (DTMF_ACCESS_ID). If a call comes forwarded in from an extension that's an alternate, you should get the greeting, if it comes in direct you should be logged in.

My guess is the information we're getting on the inbound call from the 2nd extension on the switch is goofy and we're tripping up. If you call in directly from that 2nd line, do you get logged in automatically (i.e. same as calling in from the primary line)?

Look on the CallViewer.exe application and watch what's coming in when the call from the 2nd line forwards to Unity. This would be helpful information.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[#3]

Also, what happens from the opening greeting if you dial the primary vs. the secondary ID of one of these users? Does this trigger properly?


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[#4]

from the auto attendant boxes, the 2 extensions work correctly. I can dial either one, ring 4 times, and get personal greeting for the primary.

[#5]

Did some testing on this tonight and, sure enough, this is a bug. Been in there for all versions of 3.x as far as I can tell, just no one's reported it. We'll get a DDTS record in for it tomorrow and see about getting a fix into the next build of 3.1 coming out (I don't have a time frame for that at the moment).

Basically if a call comes in forwarded RNA or Busy for an alternate extension of a subscriber, it still executes the transfer rule of a subscriber instead of skipping past it as it should (as calls forwarded from the primary number do).

You can work around this by using call handlers, but I know that's cumbersome and annoying.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[#6]

Has this bug been fixed in the 3.12b version of the software? I looked at the release notes and it doesn't seem to be listed however it appears that the 3.0.4 has the bug fixed.

Marcus Mitchell
SR Voice Applications Engineer
NEC Business Network Solutions

[#7]

Here is what CallView says. Call 3 is the 2nd line. Call 6 was the call that occured after it transfered from the 2nd line. 72702 is the primary extension 78427 is the 2nd line.

"Call #","Origin","Reason","Trunk ID","Port ID","Dialed Number","Calling Number","Forwarding Station"
"3","Unknown","Fwd(Ring no answer)","0","10"," "," ","78427"
"6","Unknown","Fwd(Busy)","0","6"," ","60030","72702"

Thanks