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Unity Connection and Busy greeting

Hi all,

I have Unity connection 7 and CUCM7 in my phone I made the busy trigger 2 and I checked forward busy internal and external to voice mail.

in Unity connection I select my user then greeting and I chosed busy greeting and I add new sound file and then save. but it is not working.

I made call to my IP phone and answer then call from another IP phone the call forwarded to Unity but with default greeting not busy greeting.

why I do not know ?

I do not know if there is any application in Unity connection shows me the call and the forward reason like Unity.

any body can help me?

2 ACCEPTED SOLUTIONS

Accepted Solutions
Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hey JFV,

Let's take a look at another area for a moment just to be sure

For the User in question that you are using for testing the Busy Greeting

config. Can you have a look (via) UC admin >User > Edit > Greetings and

check to see if the Checkbox for "Busy" has a checkmark to indicate it has

been enabled?

The Busy greeting can be recorded/saved without actually turning it on. So

let's see what that says as a starting point.

Cheers!

Rob

Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hey JFV,

Sorry for the delay

The first chart I sent was Q.931 redirect reason codes which are not applicable for

the Remote Port Status Monitor (sorry I didn't read your early references in this thread.

For Unity Connection the Reason=2 does reflect "Call Forward Busy" so you are seeing

what is expected here.

Here are my test examples;

Busy

10:04:08, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16,  Reason=2,  CallGuid=2D65595429F74F1DBEEE5E79AC2ED2CD,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=2,  PortDisplayName=CallManager-1-001,[Origin=Invalid],[Reason=Invalid]
10:04:08, AttemptForward
10:04:08, State - AttemptForward.cde!Dummy
10:04:08, Event is [NULL]
10:04:08, PHTransfer
10:04:08, State - PHTransfer.cde!LoadInfo
10:04:08, Event is [TrueEvent]
10:04:08, PHGreeting
10:04:08, State - PHGreeting.cde!PlayGreeting
10:04:08, Call answered if needed
10:04:08, Playing greeting for Subscriber:  bob uncle
10:04:20, No DTMF received
10:04:20, Playing greeting for Subscriber:  bob uncle
10:04:20, Event is [RecordMsgEvent]
10:04:20, State - PHGreeting.cde!RecordMsg
10:04:45, Event is [NULL]
10:04:45, State - PHGreeting.cde!RunEditMsg
10:04:45, -->MessageEditing
10:04:45,         State - MessageEditing.cde!CheckMsgMenuOpt
10:04:45,         Event is [EditMessageMenuEvent]
10:04:45,         State - MessageEditing.cde!PlayEditMenu
10:04:45,         Event is [HangupEvent]
10:04:45,         State - MessageEditing.cde!CheckMsgLength
10:04:45,         Event is [ManyEvent]
10:04:45,         State - MessageEditing.cde!SendMsg
10:04:45,         Event is [TrueEvent]
10:04:45,         State - MessageEditing.cde!ConfirmSend
10:04:45,         Event is [HangupEvent]
10:04:45, <--MessageEditing
10:04:45, Event is [HangupEvent]
10:04:46, Idle

No Answer

10:06:54, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16, Reason=4,  CallGuid=56B7A0E09EC246BE9BB56CC28CEE2769,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=4,  PortDisplayName=CallManager-1-004,[Origin=Invalid],[Reason=Invalid]
10:06:54, AttemptForward
10:06:54, State - AttemptForward.cde!Dummy
10:06:54, Event is [NULL]
10:06:54, PHTransfer
10:06:54, State - PHTransfer.cde!LoadInfo
10:06:54, Event is [TrueEvent]
10:06:54, PHGreeting
10:06:54, State - PHGreeting.cde!PlayGreeting
10:06:54, Call answered if needed
10:06:54, Playing greeting for Subscriber:  bob uncle

10:07:00, No DTMF received
10:07:00, Playing greeting for Subscriber:  bob uncle
10:07:01, Event is [RecordMsgEvent]
10:07:01, State - PHGreeting.cde!RecordMsg
10:07:16, Event is [NULL]
10:07:16, State - PHGreeting.cde!RunEditMsg
10:07:16, -->MessageEditing
10:07:16,         State - MessageEditing.cde!CheckMsgMenuOpt
10:07:16,         Event is [EditMessageMenuEvent]
10:07:16,         State - MessageEditing.cde!PlayEditMenu
10:07:16,         Event is [HangupEvent]
10:07:16,         State - MessageEditing.cde!CheckMsgLength
10:07:16,         Event is [ManyEvent]
10:07:16,         State - MessageEditing.cde!SendMsg
10:07:16,         Event is [TrueEvent]
10:07:16,         State - MessageEditing.cde!ConfirmSend
10:07:16,         Event is [HangupEvent]
10:07:16, <--MessageEditing
10:07:16, Event is [HangupEvent]
10:07:16, Idle

Call Forward All

12:19:32, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16,  Reason=8,  CallGuid=247106BE4A6640AE906F28D1E91EADCA,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-003,[Origin=Invalid],[Reason=Invalid]
12:19:32, AttemptForward
12:19:32, State - AttemptForward.cde!Dummy
12:19:32, Event is [NULL]
12:19:32, PHTransfer
12:19:32, State - PHTransfer.cde!LoadInfo
12:19:32, Event is [TrueEvent]
12:19:32, PHGreeting
12:19:32, State - PHGreeting.cde!PlayGreeting
12:19:32, Call answered if needed
12:19:32, Playing greeting for Subscriber:  bob uncle

12:19:39, No DTMF received
12:19:39, Playing greeting for Subscriber:  bob uncle
12:19:39, Event is [RecordMsgEvent]
12:19:39, State - PHGreeting.cde!RecordMsg
12:19:50, Event is [NULL]
12:19:50, State - PHGreeting.cde!RunEditMsg
12:19:50, -->MessageEditing
12:19:50,         State - MessageEditing.cde!CheckMsgMenuOpt
12:19:50,         Event is [EditMessageMenuEvent]
12:19:50,         State - MessageEditing.cde!PlayEditMenu
12:19:50,         Event is [HangupEvent]
12:19:50,         State - MessageEditing.cde!CheckMsgLength
12:19:50,         Event is [ManyEvent]
12:19:50,         State - MessageEditing.cde!SendMsg
12:19:50,         Event is [TrueEvent]
12:19:50,         State - MessageEditing.cde!ConfirmSend
12:19:50,         Event is [HangupEvent]
12:19:50, <--MessageEditing
12:19:51, Event is [HangupEvent]
12:19:51, Idle

Cheers!
Rob

13 REPLIES
New Member
New Member

Re: Unity Connection and Busy greeting

Thank you for your reply I download the tool and I collected the output but there is nothing clear. why it is not playing Busy Greeting message

New Call, CalledId=XXX,  RedirectingId=XXX,  Origin=16,  Reason=2,  CallGuid=1D6609DE51E54B7AA716CA3F9C12E3CD,  CallerName=CallingParty Name,  LastRedirectingId=XXX,  LastRedirectingReason=2,  PortDisplayName=PhoneSystem-1-001,[Origin=Invalid],[Reason=Invalid]
AttemptForward
State - AttemptForward.cde!Dummy
Event is [NULL]
PHTransfer
State - PHTransfer.cde!LoadInfo
Event is [TrueEvent]
PHGreeting
State - PHGreeting.cde!PlayGreeting
Call answered if needed
Playing greeting for Subscriber:  CalledPartyName
No DTMF received
Playing greeting for Subscriber:  CalledPartyName
Event is [RecordMsgEvent]
State - PHGreeting.cde!RecordMsg
Event is [NULL]
State - PHGreeting.cde!RunEditMsg
-->MessageEditing
        State - MessageEditing.cde!CheckMsgMenuOpt
        Event is [EditMessageMenuEvent]
         State - MessageEditing.cde!PlayEditMenu
         Event is [HangupEvent]
         State - MessageEditing.cde!CheckMsgLength
         Event is [NULL]
<--MessageEditing
Event is [NULL]
State - PHGreeting.cde!AfterMsg
Event is [NULL]
Idle

Cisco Employee

Re: Unity Connection and Busy greeting

If I'm following correctly, you're never testing if CFB works or not. The config might be OK, but your testing is not, according to what you mentioned.

busy trigger 2

I made call to my IP phone and answer then call from another IP phone the call forwarded to Unity but with default greeting not busy  greeting.

Let's say this is on Phone A

Phone B calls Phone A, that's 1 call

Phone C calls Phone A, that's 2 calls

So, when are you calling the 3rd time to get the CFB???

In case you don't understand why it doesn't work, read this:

Busy Trigger

This setting, which works in conjunction with Maximum Number of Calls  and Call Forward Busy, determines the maximum number of calls to be  presented at the line. If maximum number of calls is set for 50 and the  busy trigger is set to 40, incoming call 41 gets rejected with a busy  cause (and will get forwarded if Call Forward Busy is set). If this line  is shared, all the lines must be busy before incoming calls get  rejected.

HTH

java

If this helps, please rate

www.cisco.com/go/pdihelpdesk

HTH

java

if this helps, please rate

www.cisco.com/go/pdi
New Member

Re: Unity Connection and Busy greeting

Thank you for your reply,

I tested the CFB before.

I un-checked the FB internal and external. and with second call I got busy tone

One more thing is thing, Is there any refernce to know the meaning of the reason, like in my case:

Reason=2

what is the meaning of 2?

Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hi JFV,

Here are the code descriptions;

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/service/7_0_1/cdr-defs/cdrcodes.html#wp1062874

Cheers!

Rob

Redirect Reason Codes

Table 6-4 contains the available Redirect Reason Codes that may appear in a record.

Table 6-4     Redirect Reason Codes

Q.931 Standard Redirect Reason Codes
Value
Description

0

Unknown

1

Call Forward Busy

2

Call Forward No Answer

4

Call Transfer

5

Call Pickup

7

Call Park

8

Call Park Pickup

9

CPE Out of Order

10

Call Forward

11

Call Park Reversion

15

Call Forward all

Nonstandard Redirect Reason Codes

18

Call Deflection

34

Blind Transfer

50

Call Immediate Divert

66

Call Forward Alternate Party

82

Call Forward On Failure

98

Conference

114

Barge

129

Aar

130

Refer

146

Replaces

162

Redirection (3xx)

177

SIP-forward busy greeting

207

Follow Me (SIP-forward all greeting)

209

Out of Service (SIP-forward busy greeting)

239

Time of Day (SIP-forward all greeting)

242

Do Not Disturb (SIP-forward no answer greeting)

257

Unavailable (SIP-forward busy greeting)

274

Away (SIP-forward no answer greeting)

303

Mobility HandIn

319

Mobility HandOut

335

Mobility Follow Me

354

Recording

370

Monitoring

399

Mobility IVR

415

Mobility Cell Pickup

418

Click to Conference

New Member

Re: Unity Connection and Busy greeting

Thank you rob for this nice table

in my case it is 2 which is Call Forward No Answer

and it should be 1.

I checked the setting of my phone it is:

Maximum Number of Calls:2

Busy Trigger:1

and

Forward Busy Internal and external to voice-mail.

Is it Ok like this or I should change somthing to make the reason 1?

Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hey JFV,

Let's take a look at another area for a moment just to be sure

For the User in question that you are using for testing the Busy Greeting

config. Can you have a look (via) UC admin >User > Edit > Greetings and

check to see if the Checkbox for "Busy" has a checkmark to indicate it has

been enabled?

The Busy greeting can be recorded/saved without actually turning it on. So

let's see what that says as a starting point.

Cheers!

Rob

New Member

Re: Unity Connection and Busy greeting

Thnak you too much

it solved my problem and by mistake I rated 4 from 5

sorry I was too happy so I pressed 4 rather than 5

Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hey JFV,

Great work my friend

It's all good from my end! The ability to actually turn on the Busy Greeting

can be done by you (the Admin) via the route we just used, or via

the TUI (by the User). Try a new test user Record/save the Busy Greeting

and then edit the Busy Greeting and you should get the option to turn it on

with "no end date". I just tried this out on one of our test users.

Cheers!

Rob

New Member

Re: Unity Connection and Busy greeting

Thank you too much

it is very good method,

I tested it is OK

Regards,

New Member

Re: Unity Connection and Busy greeting

Rob but one more thing

till now if I checked the posrt status monitoy the reason is 2 not 1 do you hvae any Idea? or I am looking for wrong line?

05:21:21, New Call, CalledId=XXX,  RedirectingId=XXX,  Origin=16,  Reason=2,  CallGuid=4E0E3C0959E846E8BB7E04585F292215,  CallerName=XXXXXXXXX,  LastRedirectingId=XXX,  LastRedirectingReason=2,  PortDisplayName=PhoneSystem-1-001,[Origin=Invalid],[Reason=Invalid]
05:21:21, AttemptForward
05:21:21, State - AttemptForward.cde!Dummy
05:21:21, Event is [NULL]
05:21:21, PHTransfer
05:21:21, State - PHTransfer.cde!LoadInfo
05:21:21, Event is [TrueEvent]
05:21:21, PHGreeting
05:21:21, State - PHGreeting.cde!PlayGreeting
05:21:21, Call answered if needed
05:21:21, Playing greeting for Subscriber: XXXXXXXXX

05:21:28, Event is [HangupEvent]
05:21:29, State - PHGreeting.cde!DoHangup
05:21:29, Event is [HangupEvent]
05:21:29, Idle

Hall of Fame Super Red

Re: Unity Connection and Busy greeting

Hey JFV,

Sorry for the delay

The first chart I sent was Q.931 redirect reason codes which are not applicable for

the Remote Port Status Monitor (sorry I didn't read your early references in this thread.

For Unity Connection the Reason=2 does reflect "Call Forward Busy" so you are seeing

what is expected here.

Here are my test examples;

Busy

10:04:08, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16,  Reason=2,  CallGuid=2D65595429F74F1DBEEE5E79AC2ED2CD,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=2,  PortDisplayName=CallManager-1-001,[Origin=Invalid],[Reason=Invalid]
10:04:08, AttemptForward
10:04:08, State - AttemptForward.cde!Dummy
10:04:08, Event is [NULL]
10:04:08, PHTransfer
10:04:08, State - PHTransfer.cde!LoadInfo
10:04:08, Event is [TrueEvent]
10:04:08, PHGreeting
10:04:08, State - PHGreeting.cde!PlayGreeting
10:04:08, Call answered if needed
10:04:08, Playing greeting for Subscriber:  bob uncle
10:04:20, No DTMF received
10:04:20, Playing greeting for Subscriber:  bob uncle
10:04:20, Event is [RecordMsgEvent]
10:04:20, State - PHGreeting.cde!RecordMsg
10:04:45, Event is [NULL]
10:04:45, State - PHGreeting.cde!RunEditMsg
10:04:45, -->MessageEditing
10:04:45,         State - MessageEditing.cde!CheckMsgMenuOpt
10:04:45,         Event is [EditMessageMenuEvent]
10:04:45,         State - MessageEditing.cde!PlayEditMenu
10:04:45,         Event is [HangupEvent]
10:04:45,         State - MessageEditing.cde!CheckMsgLength
10:04:45,         Event is [ManyEvent]
10:04:45,         State - MessageEditing.cde!SendMsg
10:04:45,         Event is [TrueEvent]
10:04:45,         State - MessageEditing.cde!ConfirmSend
10:04:45,         Event is [HangupEvent]
10:04:45, <--MessageEditing
10:04:45, Event is [HangupEvent]
10:04:46, Idle

No Answer

10:06:54, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16, Reason=4,  CallGuid=56B7A0E09EC246BE9BB56CC28CEE2769,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=4,  PortDisplayName=CallManager-1-004,[Origin=Invalid],[Reason=Invalid]
10:06:54, AttemptForward
10:06:54, State - AttemptForward.cde!Dummy
10:06:54, Event is [NULL]
10:06:54, PHTransfer
10:06:54, State - PHTransfer.cde!LoadInfo
10:06:54, Event is [TrueEvent]
10:06:54, PHGreeting
10:06:54, State - PHGreeting.cde!PlayGreeting
10:06:54, Call answered if needed
10:06:54, Playing greeting for Subscriber:  bob uncle

10:07:00, No DTMF received
10:07:00, Playing greeting for Subscriber:  bob uncle
10:07:01, Event is [RecordMsgEvent]
10:07:01, State - PHGreeting.cde!RecordMsg
10:07:16, Event is [NULL]
10:07:16, State - PHGreeting.cde!RunEditMsg
10:07:16, -->MessageEditing
10:07:16,         State - MessageEditing.cde!CheckMsgMenuOpt
10:07:16,         Event is [EditMessageMenuEvent]
10:07:16,         State - MessageEditing.cde!PlayEditMenu
10:07:16,         Event is [HangupEvent]
10:07:16,         State - MessageEditing.cde!CheckMsgLength
10:07:16,         Event is [ManyEvent]
10:07:16,         State - MessageEditing.cde!SendMsg
10:07:16,         Event is [TrueEvent]
10:07:16,         State - MessageEditing.cde!ConfirmSend
10:07:16,         Event is [HangupEvent]
10:07:16, <--MessageEditing
10:07:16, Event is [HangupEvent]
10:07:16, Idle

Call Forward All

12:19:32, New Call, CalledId=5126,  RedirectingId=5126,  Origin=16,  Reason=8,  CallGuid=247106BE4A6640AE906F28D1E91EADCA,  CallerName=Rob Huffman,  LastRedirectingId=5126,  LastRedirectingReason=8,  PortDisplayName=CallManager-1-003,[Origin=Invalid],[Reason=Invalid]
12:19:32, AttemptForward
12:19:32, State - AttemptForward.cde!Dummy
12:19:32, Event is [NULL]
12:19:32, PHTransfer
12:19:32, State - PHTransfer.cde!LoadInfo
12:19:32, Event is [TrueEvent]
12:19:32, PHGreeting
12:19:32, State - PHGreeting.cde!PlayGreeting
12:19:32, Call answered if needed
12:19:32, Playing greeting for Subscriber:  bob uncle

12:19:39, No DTMF received
12:19:39, Playing greeting for Subscriber:  bob uncle
12:19:39, Event is [RecordMsgEvent]
12:19:39, State - PHGreeting.cde!RecordMsg
12:19:50, Event is [NULL]
12:19:50, State - PHGreeting.cde!RunEditMsg
12:19:50, -->MessageEditing
12:19:50,         State - MessageEditing.cde!CheckMsgMenuOpt
12:19:50,         Event is [EditMessageMenuEvent]
12:19:50,         State - MessageEditing.cde!PlayEditMenu
12:19:50,         Event is [HangupEvent]
12:19:50,         State - MessageEditing.cde!CheckMsgLength
12:19:50,         Event is [ManyEvent]
12:19:50,         State - MessageEditing.cde!SendMsg
12:19:50,         Event is [TrueEvent]
12:19:50,         State - MessageEditing.cde!ConfirmSend
12:19:50,         Event is [HangupEvent]
12:19:50, <--MessageEditing
12:19:51, Event is [HangupEvent]
12:19:51, Idle

Cheers!
Rob

New Member

Re: Unity Connection and Busy greeting

Thank you too much rob for your help

I realy appreciate your efforts.

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