We have a customer who has Call Manager, Unity and ICD. The ICD script has an option to press 1 to get transferred to voicemail. The call goes to Unity ok but doesn't go to the mailbox that was set up for the directory number configured on the Route Point.
Eg route point directory number is 3454 (and voicemail number 3454) which goes to ICD queue. ICD script is configured with a redirect to voicemail number 1901 which is the 1st voicemail port directory number in Call Manager. On Unity there is a voicemail subscriber set up with extension number 3454. Call ends up in Unity but not to the 3454 mailbox.
As a test I put a forward all on the route point directory number 3454 to 1901 and this then goes straight to the correct mailbox in Unity.
We had the same problem (different voicemail system) with ICD versions prior to 2.2(3). There is a known bug with ICD in prior versions that did not pass the correct DN with the transfer. It works fine now.
Hi, I setup a system that does this in CM 3.011 before Voicemail DN was an option on the line appearance. Here is how I did it...
ICD CTI Route Point - 5720
Subscriber Extension - 4300
Configure Menu in script - pressing 9 redirect to 4300
Create Dummy Phone (7960 with fake MAC address) with ext. 4300
Config Dummy Phone for CallForwardAll to Unity Pilot Point.
I noticed that in CM 3.1.2c with ICD 2.2.2, I was forced to actually configure a live phone with the subscriber's extension that was set to call forward all. Using a dummy phone did not work. However, when I upgraded to ICD 2.2.3a this works fine again.
I think (although not exactly certain how ICD forwards calls), that the calls are transferred to the CTI Ports in your "Port Pool". Therefore, the number Unity is receiving is not the Route Point number, but the number of one of the CTI Ports where the call was waiting in queue. Unless you specify different CTI Ports for each queue, you can't specifiy which Route Point will go to which CTI Port pool.
E-mail me directly if you have any questions on this. We'll post the discussion, but I'm not very vigilant about scanning the board.
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