Calls placed from Webex app to UCM Calling users never get forwarded t

[bndooley]

Using the unified Webex app, when an enterprise user calls another enterprise user using the green phone icon from call history or from a search, the result is an ongoing ring-no answer. The previous behavior using CIPC or Jabber was for the call to forward to voicemail. Further, if the same user instead makes the call using the extension number, the call forwards to voicemail as expected. The same is true for external callers inbound to enterprise users, that is, unanswered calls to voicemail. Investigating it appears this is due to the calls using the green phone icon being made as Webex 1:1 calls, rather than using UCM.

We tried removing the Webex 1:1 calling license from the users, but this makes the green phone icon disappear, rather than having the call be handled by UCM, which is the desired result.

Is there a way to make calls between Webex clients within the enterprise use UCM calling, when calling from history or search?

[Stephanie Knoop]

Hello,
This is often confusing to users. You can change the behavior in Control Hub, although in my opinion it is not exacting enough, as I’d love to be able to enable single click, but not disable the other options, making them available on a right-click or double-click basis. Alas, this is what we have . Go to Services > Calling > Client settings.
[cid:image001.png@01D8AD72.676FB240]

[bndooley]

We actually tried that approach, but it made no difference.  Currently working with TAC.   It appears that it could be something to do with how the users sync'ed from Azure AD into Control Hub.  I will post more once we resolve.

[Stephanie Knoop]

Please do.  We have tested the above successfully, but reverted as our environment simply needed more flexibility.  Good luck!

[bndooley · Accepted solution]

In our case, the root cause turned out to be that the work number imported from Azure AD did not match the DN configured in CUCM.  We have a 6-digit internal dial plan, and until we changed the attribute mapping to get those 6-digit numbers populated as the work telephone numbers imported into Webex the problem persisted.  Once the change was made and another sync cycle ran, calling from the phone icon used CUCM as desired.