Calling Party Transformations & Voicemail

[Joe Christensen]

I have a customer scenario where they need to mask their extensions internally for a typical help desk scenario. When the help desk calls their users to work on a problem, they don't want that user to be able to call them back directly (They can if they just look in the directory). None the less, I have tried to make it easy and use calling party transformations which works great internally and to the PSTN yet it breaks calls to voicemail (SIP trunk integration). My voicemail pilot does not have user External Phone Number Mask as I want it to just use the extension configured on the phone. My voicemail profile is set for XXXXXXXXXX to accomplish this as we are 10 digit extensions. My route patterns to the PSTN are set for external phone number mask and works perfectly. I have tried applying the calling party transformation patterns to both the phone and device pool and makes no difference. It appears when calling a SIP trunk that already has a calling party transformation CSS, the calling party transformation from the phone overrides the trunk. Anyone have any ideas to get this working with voicemail?

[Maren Mahoney]

Can you clarify the call flow a bit? Is this for help desk folks calling out to users or for users calling to helpdesk folks where CFNA/CFB to voicemail does not work properly? Or is it direct calls to voicemail to retrieve messages that does not work?

Maren

[Joe Christensen]

Hi Maren,

Call flow is help desk user calling any other internal IP phone. The help desk user needs their number masked to the main help desk number for their caller ID. Where voicemail doesn't work is when the help desk user tries to direct call voicemail and retrieve their messages. 

[Maren Mahoney]

So you have an external phone number mask set on the HelpDesk DNs that is the HelpDesk main number, is that right? And/Or do you have a calling party transformation CSS set at "Caller ID For Calls From This Phone" on the HelpDesk phones and/or the device pool? And/or you have a calling party transformation CSS set on the PSTN trunk?

Digit manipulation is (as you know) complicated on CUCM so figuring out exactly what you have set where will help us figure out what to do.

Maren

[Joe Christensen]

External phone number mask is set to the DID of the user but will change with different departments of users. I have a calling party transformation CSS set at "Caller ID For Calls From This Phone" on the HelpDesk phones to take the extension and mask it to the help desk number. Calls to the PSTN work because the route patterns are set to use external phone number mask. Voicemail route pattern is not set to this because we want to use the extension and not the external phone number mask. It appears that if a calling party transform is applied to the phone, any calling party transformation CSS applied to the SIP trunks is ignored.