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Call to Unity always acts as outside call

I have a new Unity install using a PBXLink with DEFINITY GX PBX. When I call the VM number it plays the outside greeting. I expected it to ask for a password but it don't seem to know where the call is coming from. But when I watch the call with Integration Monitor it shows Orgin Internal, Reason Direct, and the correct Calling Number.

Any ideas?

2 REPLIES
Cisco Employee

Re: Call to Unity always acts as outside call

Sounds like the packet isn't being matched up with the call. Pop open Call Viewer and compare what you see there with the Integration Monitor. Two thing come to mind that may be causing this,

1) the lines aren't plugged-in in the correct order. So a packet is sent indicating it should be associated with a call on port 1 but the call is actaully showing up on port 3.

2) the PBXLink is sending the serial packet after Unity has alreaded answered the call. Take a look at this section of the PBXLink troubleshooting guide...

http://www.cisco.com/warp/customer/788/AVVID/pbx-link-integration.html#8')">http://www.cisco.com/warp/customer/788/AVVID/pbx-link-integration.html#8

Gold

Re: Call to Unity always acts as outside call

I don't believe this is what you are seeing because Call Viewer has the correct info but...

I have also seen this if the integration type on the key doesn't match what is set in the switch file. This is legacy functionality from back when Active Voice would charge based on the integration type. If you tried to cheat, Unity would cripple the integration.

Keith

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