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New Member

ICD trasfer to Unity does go to mailbox

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.

Any ideas anyone?


Re: ICD trasfer to Unity does go to mailbox

When Unity receives a call, it looks at the Forwarding Station field to determine what greeting to play, etc.

Since you are sending the call directly to Unity, the forwarding information field is empty, and you get the opening greeting.

I recommend creating a fake phone that is CFA to Unity, change the Unity config so that the phone extension is used instead of the ICD RP, and configure ICD to transfer calls to the fake phone.


New Member

Re: ICD trasfer to Unity does go to mailbox

We tried that with a real phone as a test - extension 3464 - with the same result.

In the Call Manager trace I can't find a Forwarding Station field.

However I've noticed the following fields are blank when the call comes via the ICD......



Whereas if the call gets CFA from the route-point to Unity (or to an interim phone with CFA to Unity) they have the route-point number and the call goes to the correct mail-box.

New Member

Re: ICD trasfer to Unity does go to mailbox

I did the same test and CFA on extension 3464 didn't work, call forward no answer worked fine but I hope someone have a better solution.

Re: ICD trasfer to Unity does go to mailbox

i can recall that it was working like this, can it be a setting in unity?

New Member

Re: ICD trasfer to Unity does go to mailbox

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.

New Member

Re: ICD trasfer to Unity does go to mailbox

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.

Hope this helps.