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New Member

Invalid Extension error help needed...

Forgive me, but I'm no where close to being cisco savvy in anyway, but I need some help.  I'm the only IT guy for a company of roughly 100 employees.  I have been given the responsibility of administrating the phone and voicemail system.  Needless to say, I'm sort of learning as I go.  Anyway, when people dial into our 800 number they first choose 1 or 2 for english or spanish.  After that selection they can press 1 to enter an extension.  Some extensions however are coming up with a message saying you have dialed an invalid extension and then they are forwarded to the operator.  I know those extensions exist, so I'm guessing I'm missing some rather obvious setting.  We have Cisco Unity 4.0 Build 4.0(4).  I'm not sure if any other info is needed but I'd be glad to provide it.  Thanks in advance.

9 REPLIES

Re: Invalid Extension error help needed...

Do the extensions exist in Unity or only on the PBX (assuming Cisco CCM)?

New Member

Re: Invalid Extension error help needed...

They exist in both and yes to the CCM.

Re: Invalid Extension error help needed...

Check your restriction tables in Unity to see if certain dial strings are being blocked.

New Member

Re: Invalid Extension error help needed...

It doesn't look like anything is blocked.

Re: Invalid Extension error help needed...

Actually all of those patterns are being blocked in the Restriction Table.  So, the better question is do you know which extensions are being blocked when users call in?

New Member

Re: Invalid Extension error help needed...

The few I know of are all extensions in the 7000 and 8000 such as mine, 7022.

Re: Invalid Extension error help needed...

Do you know how to use the Port Monitor in Unity to view what is happening when someone hits a Call Handler or mailbox?

New Member

Re: Invalid Extension error help needed...

No I don't.  But I'd be willing to learn. 

Re: Invalid Extension error help needed...

Cool.  I can work with that.  Do me a favor first.  Go here: http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/Help/Connection%20Remote%20Port%20Status%20Monitor.html

Read up on this tool and read the Help file as well.  You can use it to call into Unity and when your call hits a port - you'll see it and be able to "watch" what Unity is doing as you progress thru the call.  It may not lead to exactly what's going on but 1) it can be educational and 2) it can help verify what Unity is seeing and doing compared to what you think should occcur.

Hailey

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