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New Member

one extension, busy to unity

Hello all,

As I await callback. I have one extension that when dialed gets a busy to unity. rings 3 times then on forward you go to busy. checked css, deleted in CM, and unity rebuilt to no avail. i think i have run out of places to check. any suggestions??

Thank you.

New Member

Re: one extension, busy to unity

in fact it will not forward to any extension.

Cisco Employee

Re: one extension, busy to unity


I would open Call Viewer in the Tools Depot and test it again. See if the call is even being presented to Unity. If not, you can start troubleshooting at the CCM side for this user. Make sure that all of your ports are registered properly and that all are answering.


New Member

Re: one extension, busy to unity


Thanks for guidance. opened viewer and I don not see call hit unity, ports are registered and answering. very strange, cant see much in CM that would cause it. as i said i deleted dn and phone and rebuilt..

Hall of Fame Super Red

Re: one extension, busy to unity

Hi Stanley,

Please try to use this method to completely remove this DN before trying to re-build again.

**Remove this DN from all phones first;

Can you please try this method via the Route Plan Report;

Deleting Unassigned Directory Numbers

This section describes how to delete an unassigned directory number from the route plan report. Directory numbers get configured and removed in the Directory Number Configuration window of Cisco CallManager Administration. When a directory number gets removed from a device or a phone gets deleted, the directory number still exists in the Cisco CallManager database. To delete the directory number from the database, use the Route Plan Report window.



Step 1 Choose Route Plan > Route Plan Report.

The Route Plan Report window displays. Use the three drop-down list boxes to specify a route plan report that lists all unassigned DNs.

Step 2 Three ways exist to delete directory numbers:

a. Click the directory number that you want to delete. When the Directory Number Configuration window displays, click Delete.

b. Check the check box next to the directory number that you want to delete. Click Delete Selected.

c. To delete all found unassigned directory numbers, click Delete all Found Items.

A warning message verifies that you want to delete the directory number.

Step 3 To delete the directory number, click OK. To cancel the delete request, click Cancel.

From this good doc;

Hope this helps!


New Member

Re: one extension, busy to unity


Thanks for assistance. deleted dn off phone,then went to route plan report and the dn did not show up anywhere. even if i go to device and cfwdall to an extension it just gets busy tone. i am stumped. we are going to do traces in morning. but geezus. I am a pbx guy on this new stuff and i miss the old monitor extension and see what the hell is going on. But i just got another report of this so i am up to to users.

thanks again always appreciated


Re: one extension, busy to unity

Make sure that the correct vmail profile is chosen on the line of the phone.


New Member

Re: one extension, busy to unity


Thats done, as I have discovered, just trying to fwd these DN'S to any extension is coming up empty.