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Call Forward

UM 4.2.1

Trying to setup calls to helpdesk after hours to on-shift tech's VM.

pstn call to 800 or local number (555-555-1212) hits dummy phone which does a Callforward to VM.

helpdesk onshift can log into ccmuser for this dummy phone and change the call forward number whereby it hits their respective VM.

This does not work as call viewer shows it hits the fwd number/dial number of the dummy phone so doesn't reach the respective VM of the helpdesk onshift tech. Please advise.


Cisco Employee

Re: Call Forward

Cisco Unity uses the first redirecting number to determine which mailbox to forward to.

With Cisco Unity 5.0(1) you can configure Cisco Unity to use the last redirecting number.

See the Cisco Unity 5.0(1) Release Notes

-Route Forwarded Calls by the First or Last Redirecting Number

Cisco Employee

Re: Call Forward

Here is a description of the setting in the Cisco Unity 5.0(1) Advanced Setting Tool which is found in the Tools Depot:

Conversation - Route by last redirecting ID

By default Unity routes forwarded calls based on the first redirecting Id. Setting this value to "1" will force Unity to, instead, use the last redirecting ID.

NOTE: Not all integrations provide both first or last redirecting Ids. If Unity is configured to route on one and it is not provided but the other is, Unity will instead route by the number provided.

If the value is 0 or missing, Unity routes by the first redirecting ID

If the value is 1, Unity routes by the last redirecting ID.

Hall of Fame Super Red

Re: Call Forward

Hi Anthony,

Hope all is well with you :)As Christopher so nicely noted this is the dreaded Call Forward First Number/Last Number redirect issue you and I were working on last month. I think the only "quick fix" for this Helpdesk config would be to alow the onshift staff to Call Forward the Dummy Phone to the full DID number of the specified staff. For example:

If John is onstaff and has DN 4591 but his DID number is 472-4591, Call Forward the dummy phone to 9-472-4591 (assuming dial 9 for PSTN access). This will strip off the CLID and revert the incoming call to John's 4591 Voicemail.

Hope this helps!