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Unity AA and forwarded calls

I have a customer where I am going to use Unity to do the AA functionality. I have a CTI route point setup to forward to unity, in unity I have a call routing rule that says if a call a direct call is coming from 2000, the CTI route point, then go to this AA call handler. That works fine if they are just dialing 2000 but the problem comes into play when the receptionist wants to forward her phone to the CTI route point when she goes to lunch. Now unity sees the call as forwarded from her ext. 2069, and does not see it as a dialed number it sees it as a forwarded number. How can I go about making this configuration work? I do not want to add a call routing rule for each extension but I need to have this work for both direct dialed 2000 as well as lines that are forwarded to 2000.

9 REPLIES
Hall of Fame Super Silver

Re: Unity AA and forwarded calls

Seems like you created call routing rule for direct calls only, try adding Call Routing Rule for Transfered calls also.

Chris

New Member

Re: Unity AA and forwarded calls

The call routing rule is under forwarded calls. Under dialed number I have 2000. If I put the forwarding station number as well as the 2000 dialed number in the same rule then both conditions must be meet for the rule to take effect. Can I set up another rule for the forwarded numbers? Also can I use wildcards for the forwarding station?

New Member

Re: Unity AA and forwarded calls

Here is some more information. When someone dials the CTI Port,2000, from ext 2069 I look in the call viewer and it shows as forwarding number 2000. My call routing rule picks up under forwarded calls where I have forwarding station set as 2000. Now if I forward ext 2069 to 2000 and I call 2069 from another extension I see in call viewer that the forwarding call is the 2069 number and not 2000 which is what I want it to be. How can I resolve this so ext 2069 can forward to the CTI route point without creating a call rule for each extension.

Bronze

Re: Unity AA and forwarded calls

Under CTI RP DN what options are checked under Forwarded Call Information Display

New Member

Re: Unity AA and forwarded calls

Right now nothing is checked. I have tried alot of settings under that and still no luck.

Bronze

Re: Unity AA and forwarded calls

How many users are transfering to STI RP? From your post I think only receptionist transfers to CTI RP. Just add one more rule.

New Member

Re: Unity AA and forwarded calls

well it is only one for right now but that is how it starts. Then they will will want more so I am looking for a global option. Someone else , Scott, mentioned just forwarding to the external number and having it come right back in the PRI.

New Member

Re: Unity AA and forwarded calls

Hi,

I have the same problem. Could you resolved it?

Regards.

Cisco Employee

Re: Unity AA and forwarded calls

One possibility is that Unity received a forwarded call that had an originalCalledPartyName of "Voicemail". That'll change the call type back to direct even though it had forwarded information. Maybe that name is configured on the route point? Change it to anything else and it should be fine.

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