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New Member

Transferring calls from attendant console direct to voicemail.

I currently have a call Manger Set up (running the latest version and fully patched) with Unity Voice Mail and two h323 Gateways.

When an incoming call arrives from the PSTN the Attendant Console Operator is unable to transfer the call directly to a users voicemail using the Attendant Console. An error of Failed to transfer call is displayed

I am able to do this from an internal call.

6 REPLIES
Hall of Fame Super Red

Re: Transferring calls from attendant console direct to voicemai

Hi Richard,

Have you tried the methods outlined in this doc?

How to Transfer a Caller Directly into a Cisco Unity Mailbox

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a008015b963.shtml

Hope this helps!

Rob

New Member

Re: Transferring calls from attendant console direct to voicemai

Hi Rob,

Thanks for the prompt reply, I have tried this and still have the same problem, I am not too sure if it due to the H225 signaling during the transfer. I have this setup on a system before but using a MGCP gateway and it works fine there, but this customer only have 18 channels on the PRI therefore we need to use H323.

many thanks.

Many thanks

New Member

Re: Transferring calls from attendant console direct to voicemai

Go to CCM Admin->Cisco CallManager Service Ability->Tools->Control center and restart the TCD service and CTI service from all servers in the cluster. After restarting the service, people logged in will receive an error, they will need to log back in. If production doit on a maintenance window.

Good LUCK!!!

New Member

Re: Transferring calls from attendant console direct to voicemai

When you attempt the transfer to voicemail are you using the '*' or '#' key? Does it work if you do it from the phone vs the Attendant Console? What is the CSS of the gateway? Perhaps the gateway CSS does not have the partition for the voice mail pilot.

Silver

Re: Transferring calls from attendant console direct to voicemai

Let me ask you something, it is possible to call from the PSTN directly to VM, I mean, is the VM pilot reachable from the PSTN?

Please check the GW's CSS.

Also, what happens if you try to call the voicemail pilot from AC? is the receptionist phone able to reach the VM Pilot?

At last, please check this links:

- With Cisco CallManager version 3.3.3 sr3 and AC 1.2(1)ES7, transfer to voicemail fails if the destination phone's voice mail profile is set to None: http://www.ciscotaccc.com/kaidara-advisor/voice/showcase?case=K48470055

- Defect --> Xfer to voicemail fails if destination phones vm profile set to NONE: http://www.cisco.com/cgi-bin/Support/Bugtool/onebug.pl?bugid=CSCee33165&Submit=Search

Also, please follow this instructions in order to create a voicemail profile for AC:

--> Configuring Cisco CallManager Attendant Console to Access Voice Mail:http://www.cisco.com/univercd/cc/td/doc/product/voice/c_callmg/attendnt/call_att/ccmac121.htm#wp1074023

Here is an example:

InternalSequence="#X#2" TimeDelay="1"/>

Please keep us posted!

New Member

Re: Transferring calls from attendant console direct to voicemai

Hi all, thanks for the ideas, it ended up being a codec issue, it had been set up to use g711 a law and unity would not execpt this.

Cheers

Richard

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