Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
New Member

Transferring to different extension

i have a cisco unity communicator version 8.5.1.  I have a few people who have two extensions, one is a private number and the other one is posted to the general orgainzation.  When someone from the outside calls in and gets the automation, they enter the extension that is posted but unity is transferring the call to the private number.  this started about a month ago and we did not change anything.  they have separate mail boxes.  any suggestions?  they do not want the general posted extension going to their private numbers.

Everyone's tags (1)
11 REPLIES
Cisco Employee

Transferring to different extension

Do you have any kind of translation patterns in CUCM to do such change?

HTH

java

if this helps, please rate

www.cisco.com/go/pdihelpdesk

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
New Member

Re: Transferring to different extension

Honestly, I do not know. I just started with this program after an outside company configured everything.

Please let me know if I can be of any further assistance.

Sincerely,

Diana Avery

Communications Administrator

Akwesasne Mohawk Casino

518-358-2222, Extension 1111

Hall of Fame Super Red

Transferring to different extension

Hi Diana,

I would use this Tool from the great suite of Unity Tools to have a look at the call flow

on a "test" call to see what is being entered by the caller and what is being passed to

CUCM. This may give us a hint as to what's actually happening here

Port Status Remote Monitor for Connection (rPSM)

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

New Member

Re: Transferring to different extension

Hi Rob

We have downloaded the version we believe we needed, enabled the box in unity, put in the ip address, watched the video 5 times but we cannot seem to “fire it up”. Can you help us. I have my network staff here.

Please let me know if I can be of any further assistance.

Sincerely,

Diana Avery

Communications Administrator

Akwesasne Mohawk Casino

518-358-2222, Extension 1111

Hall of Fame Super Red

Transferring to different extension

Hi Diana,

What error do you see when you try to fire up rPSM from your

desktop?

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

New Member

Re: Transferring to different extension

There is no error, it just doesn’t do anything. We believe we have to downloaded in the wrong spot. We cannot remote onto linux.

Please let me know if I can be of any further assistance.

Sincerely,

Diana Avery

Communications Administrator

Akwesasne Mohawk Casino

518-358-2222, Extension 1111

Hall of Fame Super Red

Transferring to different extension

Hi Diana,

No worries

The tool is downloaded to/ installed on the admin's desktop, so that is the IP you enter in the

Conversation setting portion of the config.;

Requirements/Special Notes

This application runs on Windows XP/2000/2003 or Vista. When run on Vista you need to use the “as administrator” option.

This application requires .NET framework 2.0 or better. The install will detect if this needs to be installed and launch the setup automatically if it’s missing.

This application only works with Unity Connection 2.1(1) or later.

You must enable the port status monitor output and setup the client machine you’re running this application on to allow the remote port status monitor tool to connect. See the next section for more on that.

Configuration Connection for Remote  Port Status Monitor

For Connection 7.0(1) and later

For Connection 7.0(1) and later you need to two do things in the “Conversation” section in the Advanced Settings in the administration interface before the rPSM will work properly.

  1. Turn      on the remote port status monitor output.   This is a checkbox titled      “Enable Remote Port Status Monitor Output”
  2. Add      the IP address into the list of addresses that are allowed to monitor      output. This is a comma      separated list in the advanced setting section titled “IP Addresses      Allowed to Connect for Port Status Monitor Output”. You can have over 100 addresses in      this list if desired.

The two settings should look something like this:

If you get a dialog message indicating an error connecting when you run rPSM, likely you don’t have the IP address of the machine you’re running from included in the list.

When you go to run rPSM you will get a pop-up box on your desktop where you enter the IP of the Unity Connection server. Click the green checkmark after entering the IP,  and you should be good to go

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

New Member

Re: Transferring to different extension

Yay Rob

We got it. Ok, so now I will do the test call and let you know the results tomorrow. Have a good night. Thank you so much.

Please let me know if I can be of any further assistance.

Sincerely,

Diana Avery

Communications Administrator

Akwesasne Mohawk Casino

518-358-2222, Extension 1111

Hall of Fame Super Red

Transferring to different extension

Hi Diana,

Perfect

Capture the results of your test call(s) so you can post them up here

when you're done. You will find that if you can do this testing "off-hours"

it will be a lot easier to track the results via rPSM.

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

New Member

Re: Transferring to different extension

The only thing is that I dialed 1016 and not 8400.

04:06:05, New Call, CalledId=8400, RedirectingId=8400, Origin=16, Reason=4, CallGuid=79660DCD1E3648FE84A69C0326AD2F1E, CallerName=Diana Avery, LastRedirectingId=8400, LastRedirectingReason=4, PortDisplayName=AKW-1-001,[Origin=Unknown],[Reason=Forward No Answer]

04:06:06, AttemptForward

04:06:06, State - AttemptForward.cde!Dummy

04:06:06, Event is

04:06:06, PHTransfer

04:06:06, State - PHTransfer.cde!LoadInfo

04:06:06, Event is

04:06:06, PHGreeting

04:06:06, State - PHGreeting.cde!PlayGreeting

04:06:06, Call answered if needed

04:06:06, Playing greeting for Subscriber: Marvin Phillips

04:06:10, Event is

04:06:10, State - PHGreeting.cde!DoHangup

04:06:10, Event is

04:06:10, Idle

On this one I truly dialed 5061.

04:23:01, New Call, CalledId=5061, RedirectingId=5061, Origin=16, Reason=4, CallGuid=B317C2FD6CBA463BBF5A821EC45835F0, CallerName=, LastRedirectingId=5061, LastRedirectingReason=4, PortDisplayName=AKW-1-001,[Origin=Unknown],[Reason=Forward No Answer]

04:23:01, AttemptForward

04:23:01, State - AttemptForward.cde!Dummy

04:23:01, Event is

04:23:01, PHTransfer

04:23:01, State - PHTransfer.cde!LoadInfo

04:23:01, Event is

04:23:01, PHGreeting

04:23:01, State - PHGreeting.cde!PlayGreeting

04:23:01, Call answered if needed

04:23:01, Playing greeting for Subscriber: Chris Deshaies

04:23:19, Event is

04:23:19, State - PHGreeting.cde!DoHangup

04:23:19, Event is

04:23:19, Idle

Please let me know if I can be of any further assistance.

Sincerely,

Diana Avery

Communications Administrator

Akwesasne Mohawk Casino

518-358-2222, Extension 1111

Hall of Fame Super Red

Transferring to different extension

Hi Diana,

Here is a similar capture (2 legs) where I called into the AA and transferred to

8727;

06:24:35, New Call, CalledId=8700,  RedirectingId=8700,  Origin=16,  Reason=8,  CallGuid=72D3671C7EE54F9295E6577B52F3C9AA,  CallerName=Rob Huffman,  LastRedirectingId=8700,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-001,[Origin=Invalid],[Reason=Invalid]

06:24:35, AttemptForward

06:24:35, State - AttemptForward.cde!Dummy

06:24:35, Event is [NULL]

06:24:35, PHTransfer

06:24:35, State - PHTransfer.cde!LoadInfo

06:24:35, Event is [TrueEvent]

06:24:35, PHGreeting

06:24:35, State - PHGreeting.cde!PlayGreeting

06:24:35, Call answered if needed

06:24:35, Playing greeting for Call Handler:  Opening Greeting

06:24:41, DTMF received [8]

06:24:44, DTMF added [727]

06:24:44, Event is [NULL]

06:24:44, PHTransfer

06:24:44, State - PHTransfer.cde!LoadInfo

06:24:44, Answer Phone if needed

06:24:44, Event is [FalseEvent]

06:24:44, State - PHTransfer.cde!CheckPlayTransferIntro

06:24:44, Event is [FalseEvent]

06:24:44, State - PHTransfer.cde!XferCall

06:24:45, Event is [HangupEvent]

06:24:45, State - PHTransfer.cde!DoHangUp

06:24:45, Event is [HangupEvent]

06:24:45, Idle

06:25:00, New Call, CalledId=8727,  RedirectingId=8727,  Origin=16,  Reason=4,  CallGuid=E5D1A2591EDA42E5B1D8539EB4F68BAB,  CallerName=Rob Huffman,  LastRedirectingId=8727,  LastRedirectingReason=4,  PortDisplayName=CallManager-1-001,[Origin=Invalid],[Reason=Invalid]

06:25:00, AttemptForward

06:25:00, State - AttemptForward.cde!Dummy

06:25:00, Event is [NULL]

06:25:00, PHTransfer

06:25:00, State - PHTransfer.cde!LoadInfo

06:25:00, Event is [TrueEvent]

06:25:00, PHGreeting

06:25:00, State - PHGreeting.cde!PlayGreeting

06:25:00, Call answered if needed

06:25:00, Playing greeting for Subscriber:  Earl Elk

06:25:02, No DTMF received

06:25:02, Playing greeting for Subscriber:  Earl Elk

06:25:02, Event is [RecordMsgEvent]

06:25:02, State - PHGreeting.cde!RecordMsg

06:25:05, Event is [NULL]

06:25:06, State - PHGreeting.cde!RunEditMsg

06:25:06, -->MessageEditing

06:25:06,         State - MessageEditing.cde!CheckMsgMenuOpt

06:25:06,         Event is [EditMessageMenuEvent]

06:25:06,         State - MessageEditing.cde!PlayEditMenu

06:25:06,         Event is [HangupEvent]

06:25:06,         State - MessageEditing.cde!CheckMsgLength

06:25:06,         Event is [ManyEvent]

06:25:06,         State - MessageEditing.cde!SendMsg

06:25:06,         Event is [TrueEvent]

06:25:06,         State - MessageEditing.cde!ConfirmSend

06:25:06,         Event is [HangupEvent]

06:25:06, <--MessageEditing

06:25:06, Event is [HangupEvent]

06:25:06, Idle

Note these 4 events from your test;

04:23:01, AttemptForward

04:23:01, State - AttemptForward.cde!Dummy

04:23:01, Event is Re: Transferring to different extension

04:23:01, PHTransfer

and the same for my test;

06:25:00, AttemptForward

06:25:00, State - AttemptForward.cde!Dummy

06:25:00, Event is [NULL]

06:25:00, PHTransfer

We need to find out why your test notes Re: Transferring to different extension

Without getting onto your Unity Connection and CUCM system to visually check

it will be almost impossible to figure out why this is happening. You can open a TAC

case right from this thread (as the original poster) and TAC can see the traces etc.

they will likely ask to set up a Webex to remote into your system and determine the cause.

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

671
Views
5
Helpful
11
Replies
CreatePlease to create content