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Community Member

Opening Greeting - Extension Transfer goes into hold

This is a new Unity installation with an Integration with Call Manager Express (CCME) 4.0.

When a caller is picked up by the Opening Greeting Call Handler, the caller has the option to dial a subscribers extension directly and by-pass the greeting. The caller hears the message "please wait while I try that extension" but then the caller is put on hold indefinately.

Am I missing something here? Why is the caller put on hold - for several minutes?

4 REPLIES
Cisco Employee

Re: Opening Greeting - Extension Transfer goes into hold

What version of Unity/TSP and CME are you using? For CME, is it 12.4(4)XC1?

Community Member

Re: Opening Greeting - Extension Transfer goes into hold

Here are the version notes:

CME version is 12.4(4)XC

Unity is build 4.0(5.0)

TSP Version is 8.1(2)2

Community Member

Re: Opening Greeting - Extension Transfer goes into hold

Go to SQL Enterprise Manager > Unity Server > Unitydb > Tables > Messaging Rules, and look for the record that has the time expired different than null. For example, 11/20/2004. Change it to null. This helps the call handler to start work without the issue.

Community Member

Re: Opening Greeting - Extension Transfer goes into hold

!!! FIXED !!!

Issue resolved - in the integration menu there's a check box that asks if the server is a Call Manager Express. I swear that was checked - maybe in the lab it was. Once this was checked and saved I restarted the unity server and all was fixed.

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