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Unity Call Forward

I have User A who left the company, and I forwarded their phone to User B. If someone calls User A and it forwards to User B's phone, but User B does not pick up, it defaults to User A's voicemail. Is there a way to change that behavior, so all calls, even that roll to voice mail get forwarded to User B?

I know the obvious answer is to remove the User A voice mail account, but that is not an option in this case.

Thanks!

1 ACCEPTED SOLUTION

Accepted Solutions
Hall of Fame Super Red

Re: Unity Call Forward

Hi Chris,

This default behaviour can be changed in Unity 5.x

Here are the Unity 5.0 release notes;

Route Forwarded Calls by the First or Last Redirecting Number

Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.

Note the following:

This option requires Cisco Unity-CM TSP 8.1(2) or later.

This option is not supported by integrations through PIMG units.

This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371

Call Information Exchanged by the Phone System and Cisco Unity

The phone system and Cisco Unity exchange call information to manage calls and to make the integration features possible. With each call, the following call information is typically passed between the phone system and Cisco Unity:

•The extension of the called party.

•The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the phone system supports caller ID).

•The reason for the forward (the extension is busy, does not answer, or is set to forward all calls). There is also a reason code for Direct Calls.

Cisco Unified Communications Manager SCCP and SIP trunk integrations can also provide the following call information (the choice of first and last redirecting number is set in the Advanced Settings Tool, which is available in Tools Depot):

•Called number

•First redirecting number

•Last redirecting number

--------------------------------------------------------------------------------

Note Cisco Unity can use either the first redirecting number or last redirecting number, depending on the setting in the Advanced Settings Tool, which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/design/guide/5xcudg060.html#wp1040786

If you are running a Unity 4.x Version;

For this configure a Voicemail profile (in CCM) for User B and apply it to User A that will allow this type of Call Forward to User B's mailbox.

Or in Unity set up Alternate Extensions so that User A is an Alternate Extension for User B etc. Sharing a Cisco Unity Voice Mail Box between Two or More IP Phones

Configure Alternate Extensions

Open the Unity System Administrator web page.

Navigate to the subscriber's profile. Select Subscribers > Find and Select a Subscriber > Enter Subscriber Information then click Find and click the Subscriber's name for the subscriber that owns the primary phone (2000).

When the subscriber page comes up, select the Alternate Extensions option and click Add.

Enter the alternate extension number (in this case 5301) and click the Save icon.

From this good Unity doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_configuration_example09186a008015ceec.shtml#steps

Hope this helps!

Rob

EDIT: Jaime, thanks for the nice nod :) You have trumped my Baboon like typing skills again my friend!

3 REPLIES
Cisco Employee

Re: Unity Call Forward

that is WAD, only if you have unity 5 you can change that, no previous version can do this

from a great post from Rob that i saved:

Route Forwarded Calls by the First or Last Redirecting Number

Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.

Note the following:

This option requires Cisco Unity-CM TSP 8.1(2) or later.

This option is not supported by integrations through PIMG units.

This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371

Call Information Exchanged by the Phone System and Cisco Unity

The phone system and Cisco Unity exchange call information to manage calls and to make the integration features possible. With each call, the following call information is typically passed between the phone system and Cisco Unity:

•The extension of the called party.

•The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the phone system supports caller ID).

•The reason for the forward (the extension is busy, does not answer, or is set to forward all calls). There is also a reason code for Direct Calls.

Cisco Unified Communications Manager SCCP and SIP trunk integrations can also provide the following call information (the choice of first and last redirecting number is set in the Advanced Settings Tool, which is available in Tools Depot):

•Called number

•First redirecting number

•Last redirecting number

Note Cisco Unity can use either the first redirecting number or last redirecting number, depending on the setting in the Advanced Settings Tool, which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/design/guide/5xcudg060.html#wp1040786

HTH

javalenc

if this helps, please rate

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
Hall of Fame Super Red

Re: Unity Call Forward

Hi Chris,

This default behaviour can be changed in Unity 5.x

Here are the Unity 5.0 release notes;

Route Forwarded Calls by the First or Last Redirecting Number

Cisco Unity supports the option of routing calls based on either the first or last redirecting number when a call is forwarded to Cisco Unity.

Note the following:

This option requires Cisco Unity-CM TSP 8.1(2) or later.

This option is not supported by integrations through PIMG units.

This option can be changed through the Advanced Settings Tool (AST), which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/release/notes/501curelnotes.html#wp507371

Call Information Exchanged by the Phone System and Cisco Unity

The phone system and Cisco Unity exchange call information to manage calls and to make the integration features possible. With each call, the following call information is typically passed between the phone system and Cisco Unity:

•The extension of the called party.

•The extension of the calling party (for internal calls) or the phone number of the calling party (if it is an external call and the phone system supports caller ID).

•The reason for the forward (the extension is busy, does not answer, or is set to forward all calls). There is also a reason code for Direct Calls.

Cisco Unified Communications Manager SCCP and SIP trunk integrations can also provide the following call information (the choice of first and last redirecting number is set in the Advanced Settings Tool, which is available in Tools Depot):

•Called number

•First redirecting number

•Last redirecting number

--------------------------------------------------------------------------------

Note Cisco Unity can use either the first redirecting number or last redirecting number, depending on the setting in the Advanced Settings Tool, which is available in Tools Depot.

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/design/guide/5xcudg060.html#wp1040786

If you are running a Unity 4.x Version;

For this configure a Voicemail profile (in CCM) for User B and apply it to User A that will allow this type of Call Forward to User B's mailbox.

Or in Unity set up Alternate Extensions so that User A is an Alternate Extension for User B etc. Sharing a Cisco Unity Voice Mail Box between Two or More IP Phones

Configure Alternate Extensions

Open the Unity System Administrator web page.

Navigate to the subscriber's profile. Select Subscribers > Find and Select a Subscriber > Enter Subscriber Information then click Find and click the Subscriber's name for the subscriber that owns the primary phone (2000).

When the subscriber page comes up, select the Alternate Extensions option and click Add.

Enter the alternate extension number (in this case 5301) and click the Save icon.

From this good Unity doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_configuration_example09186a008015ceec.shtml#steps

Hope this helps!

Rob

EDIT: Jaime, thanks for the nice nod :) You have trumped my Baboon like typing skills again my friend!

Re: Unity Call Forward

Take User A extension and put it as an alternate extension on User B.

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