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New Member

Single Number Reach Question...

This may be the feature they're talking about in the next releaseCCA 3.0 , but here is the scenario..

Phone setup with Single number reach to cell phone.

The call goes to phone then to cell phone, but the cell phone's voicemail picks up causing the call to go to the cell phone voicemail and not back to the phone's voicemail.

CCA 2.2.5 used.

Also, in blast groups this appears to be happening as well.

Thanks

Pat

22 REPLIES

Re: Single Number Reach Question...

Pat,

     I don't recall if this can be configured using CCA, however, you can reduce the timeout using CLI. The timeout parameter determines how long the phone rings before being forwarded to the cfws-noan destination. Reduce this timeout below the timeout for the cell phone to forward to voicemail.

snr 4085550133 delay 5 timeout 15 cfwd-noan 2001

Hope this helps.

Brandon

New Member

Re: Single Number Reach Question...

Hi Pat,

If you don't feel like diving into the CLI, Single Number Reach (SNR) timeout settings will be available in CCA 3.0, targeted to be released by year end.

Aaron.

New Member

Re: Single Number Reach Question...

In CCA 2.2.6 you can amend the CFNA (Call Forward No Answer) timeout to be a different value from the default (20 seconds).  Since both phones in single number reach ring simultaneously, setting the timeout value to a lesser value than the single number reach cellphone will make the CFNA timeout expire prior to the SNR CFNA timeout setting.  In simpler terms the extension with a smaller CFNA value will forward to voicemail first; in most cases this will be the deskphone instead of the cellphone.

This setting is in the user extension setting...

New Member

Re: Single Number Reach Question...

In my experience these adjustments will help if the cell phone is on and rings before voicemail.   Hopefully we will see a future option that will allow a 'too soon' timer where if the cell phone does not ring, the call will be pulled back to the UC's voicemail. (Similar to full CallManager) -- Not very helpful when traveling users are on planes and their phone is off.  

New Member

Re: Single Number Reach Question...

Where is CCA 2.2.6?

Cisco Employee

Re: Single Number Reach Question...

Not released yet.  It's about a week out.

Cheers,

Dave.

New Member

Re: Single Number Reach Question...

Thanks for all the suggestions.  Will try all suggested and let you know

I really hope CCA 3.0 will address all these issues because Cisco Support is telling us to not touch the CLI and soon if we do - dropping support for CLI mixed environments.

New Member

Re: Single Number Reach Question...

There has been some confusion regarding the upcoming SBSC support policy, here's the simple version:

1. Existing hybrid or CLI configurations will be supported after January 3rd if they stay at the current softpack (8.0.4).

2. New installs/purchases after January 3rd will be supported on CCA only.

New Member

Re: Single Number Reach Question...

I would like to know if anyone has Single Number Reach working the way it is designed and that is to pull the voicemail back to the UC500 if the cell phone is not answered.  I have done dozens of installs and I can not seem to ever get this working properly.  Single Number reach works fine and is very useful but the call always goes into the Cell phone voicemail no matter what settings I place on the CLI for single number reach. 

Re: Single Number Reach Question...

Hi John,

Wierd, guys it works for me..

I just enabled SNR on my 7965 IP  phone. My extension is x203 and as you can see it will SNR to my analog phone  x301  with the following parameters as seen in my script below;

ephone-dn  12  octo-line

number 203 no-reg primary

pickup-group 1

label 203

description Dave Hornstein

name Dave Hornstein

mobility

snr 301 delay 2 timeout 18 cfwd-noan 399

call-forward busy 399

call-forward noan 399 timeout 20

night-service bell

I had x204 call myIp phone on  x203 , 2 seconds later my x301 rang.  Then after the timeout  went to my IP phones  voicemail.  I heard my message on my VM  to confirm it is my VM box and then hung up.

I think you need to debug the call,  maybe via   debug voip ccapi inout  or if you are not confident about it call the Small Business Support center and get some help debugging the call

Here part of a debug below i took at the time, showing x202 calling x203  and x203 forwarding the call to 399 (Voicemail)

During that time my analog phone x301 rang as well.

Nov 20 02:10:35.179:  cfna attr is fn:CFNA,ft:11/20/2010 02:10:32.387,frs:0,fid:270,fcid:D3BB480F3AC11DF81F1E198673B8407,legID:218,frson:3,fdcnt:1,

fwder:203,fwdee:202,fwdto:399,frm:203

014190: Nov 20 02:10:35.203: //536/0D3BB48081F1/CCAPI/cc_api_call_disconnect_done

i even changed my SNR to my cell phone with the same result, it worked fine, so i could not reproduce your issue.

I am using the uc520-8.0.4.zip package on my UC520.

John, I do not doubt your comment, try my settings , but if it fails  i would suggest you call the Small Business Support center (SBSC) if your Voice system is a UC540 or UC560  or Cisco TAC if your system is a UC520.

Here is the contact details URL  for  the SBSC ;

http://www.cisco.com/en/US/support/tsd_cisco_small_business_support_center_contacts.html

good luck with  regards Dave

New Member

Re: Single Number Reach Question...

David, I am excellent with cli. Also I notice you have configured a snr to a local ip phone which most likely works without a hitch. But Have you tried to a cell phone or a number off the system? I would like to see if anyone in this community has got this to work. Again the call works fine but it never goes back to the uc500 voicemail once snr is initiated to the cell phone. No matter what timeout settings I change in cli.

New Member

Re: Single Number Reach Question...

I have it working with UC560 Software Pack 8.0.2 using CCA 2.2.5.

If cell doesn't answer, it goes back to CUE.

Re: Single Number Reach Question...

Hi john,

As I said "i even changed my SNR to my cell phone with the same result, it worked fine, so i could not reproduce your issue."

Re: Single Number Reach Question...

David,

     What type of PSTN connection are you using. If FXO, this is not going to work. See the link below which says:

"Call forwarding of unanswered calls, configured with the cfwd-noan keyword in the snr command, is not supported for PSTN calls from FXO trunks because the calls connect immediately."

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmesnr.html

Hope this helps.

Brandon

New Member

Re: Single Number Reach Question...

The production system that I successfully tested with SNR uses FXO connections to the PSTN.

I just retested a minute ago by calling the SNR enabled extension from another internal extension AND by calling the SNR enabled extension from an outside line and going through my normal AA prompts; the SNR triggered consistently.

The Cisco document Brandon references may need editing or it could work in some cases, like mine, but may not be a supported configuration for global use.

Raymond

Re: Single Number Reach Question...

SNR triggered consistently and you were able to call forward no answer to CUE voicemail?

Brandon

New Member

Re: Single Number Reach Question...

Yes. Here's the full ephone-dn (well, except for my cell number)

ephone-dn  10  octo-line
number 201 no-reg primary
pickup-group 1
label 201
description Raymond Doucette
name Raymond Doucette
mobility
snr 81727xxxxxxx delay 5 timeout 30 cfwd-noan 601
call-forward busy 601
call-forward noan 601 timeout 20

It's a bit annoying that my desk phone continues to ring for the full 35 seconds even if I answer my cell phone immediately, bit presumably I'm not supposed to be there anyway.

The appearance on my 7970 phone is as if the call had been placed on hold and I can pull the call back from my cell phone by pressing the "Resume" softkey.

The appearance on my SNR-targeted cell phone is that the call is from my office number - nothing I can with that since I am using FXO.

I've tested every behavior I described in my SNR postings.

Raymond

New Member

Re: Single Number Reach Question...

Your surprise caused me to do additional testing...

I found an interesting failure mode that might explain why Cisco doesn't support FXO for SNR.

If all of my FXO lines except 1 are currently in use on other calls something interesting happens:

I call the office from an outside line, consuming the final FXO port,  and use the AA to get forward to my SNR-enabled desk phone.

The desk phone rings for 5 seconds.

After 5 seconds my desk phone stops ringing, the cell phone ring back tone stops and the cell phone ends the call after another 5 seconds or so.

Basically, the call fails.

So if you have SNR configured with FXO and you are down to your final line, the caller will get dropped.

Presumably you could accomodate this through proper Erlang design, at which point you should probably be moving on to T1 or SIP trunks.

Raymond

Re: Single Number Reach Question...

Raymond,

     Thanks for posting your findings. My surprise was not the SNR will work with FXO. I've seen this work. However, Cisco documentation seems to say that there will be no ability to pull the call back to CUE for voicemail. I haven't tested this recently. I was just under the impression that it would not work. Good to know that this has been verified to work.

Brandon

New Member

Re: Single Number Reach Question...

Actually it turns out to be a little more complicated than that....

This was set up some time ago and I've been looking at my configs and other details to refresh...

Here's what's happening:

A. My cell phone is set up to forward non answered calls to a specific office number

B. My office is set up to forward non-answered calls to my cell

C. If I don't answer any phone the voice mail stays at the office.

How'd I do it?

Well I had to spend about an hour re-studying my config. The story:

Step 1: Set up your UC500 to allow transferring calls directly into voice mail by preceding the extension number with a single digit, in my case: 5

(CCA: Configure->Telephony->Voicemail->Direct Transfer)

Step 2:Set up one of your available FXO lines to forward directly to your voice mail: in my case 5201

(CCA: Configure->Telephony->Dialplan->Incoming->4FXO-0/0/1->Operator->5201)

Step 3: Use GSM feature codes on your cell phone (in my case, an iPhone) to precisely set CFNA to forward to the FXO number in step 2

I used: *61*[dest]*[sec]# to set the CFNA feature (more precise than using the built-in menu)

There's a web page here that explains GSM codes: http://www.geckobeach.com/cellular/secrets/gsmcodes.php

(You can use *#61# to query current status)

Step 4: Configure SNR on your desktop phone to forward to your cell phone from step 3.

(CCA: Applications->Smart Applications->Single Number Reach->Raymond->201->81727xxxxxxx)

Step 5: Mess with timers until you like the results

and finally

Step 6: Review your ENTIRE config and the config of your test cell phones before answering questions

My bad - my production system is also my lab and I have done some weird things to see how I can push it.

So in theory I can get the end result I need, but the config is the UC500 equivalent of an OK Go video.

Raymond

New Member

Re: Single Number Reach Question...

Fast answer for John:

Using softpack 8.0.4 and CCA 2.2.5 to configure SNR to my cell phone works fine on my production system.

Long answer for those who are just reading the thread and want to learn more about SNR:

My observations:

When I call my cell directly, voicemail will answer in 20 seconds.

When I call my office phone without SNR enabled, voicemail will answer in 20 seconds.

I configure mobility with a 5 second delay and a 30 second timeout

This is pretty much the maximum value I can use while ensuring the cell phone voicemail will not capture the call.

When I call my office phone with SNR enabled my desk phone rings first, about 10 seconds or so later my cell phone rings.

PSTN/cellular call setup delays means that my cell will never start ringing at exactly 5 seconds, so I use that knowledge to bump up my timeout value.

(I use AT&T, so sometimes it's even 15 seconds before my iPhone rings)

After 35 seconds total my office voicemail captures the call and my clients leave a message on the CUE.

My cell phone rings for 15 - 20 seconds each time a SNR call comes in.

The cell phone end-user experience when receiving a SNR call is consistent with a direct call and I don't have to be extra quick on the answer key if I decide to take the call.

Relevent config snippet is: (using x to hide digits)

ephone-dn  10  octo-line

mobility

snr 81727xxxxxxx delay 5 timeout 30 cfwd-noan 601

call-forward noan 601 timeout 20

Raymond

New Member

Re: Single Number Reach Question...

Thanks guys... at least someone has this working..  because no matter what I do I can not.  Also at all of my clients sites...  PRI or POTS (FXO).  I have FXO POTS at my office and it does not work.

I had "snr 9203XXXXXXX delay 4 timeout 10"

now I have added "snr 9203XXXXXXX delay 4 timeout 10 cfwd-noan 3001"

I restarted and still wont work.  My cell RINGS about 15 times before it goes into Cell Phone Voicemail.  I even have bumped up the time to voicemail on my cell phone using AT&T key combinations so it takes longer to go to voice mail.  I have placed timeout down to 5 secs.. on the SNR settings as well..  Just doesnt work.  I guess I will try to upgrade to the latest and see.

Brandon - I do see it says that the CFWD-NOAN does not work within the SNR commands... but since some other guys show it in their configs...  I just decided to try it.

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