Busy extension not going to voicemail

[Chadster766]

Busy extension are not going to voicemail. What is the best way to troubleshoot or resolve this.

[Jaime Valencia · Accepted solution]

You need to explain what system you're using to get any help.

[Chadster766]

Sorry the system is a Unity BE6000S System version: 10.5.2.11900-3

[Jaime Valencia]

I'd start by using the port status monitor with CUC to find out if the calls are reaching CUC, and dropped, and if they're not even reaching CUC, to verify all the config in CUCM.

[Chadster766]

Will do but the odd thing is that it was working for a long time.

[Chadster766]

Here the Port Status Monitor output and the sequence is:

1. Ext 1000 is on a call with Ext 109
2. Cell call into Auto Attendant Ext 6000
3. Caller dialed 0 for Reception Ext 5405
4. Reception transfers call to Ext 1000
5. Call only hear the Cisco MOH not the user greating

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

04:07:48, New Call, CalledId=5600,  RedirectingId=6000,  AltRedirectingId=,  Origin=16,  Reason=4,  CallGuid=1B2EAC59D8F848F0BF9F1FF72F053879,  CallerName=,  LastRedirectingId=,  AltLastRedirectingId=,  LastRedirectingReason=4,  PortDisplayName=PCP_PhoneSystem-Default-002,[Origin=Unknown],[Reason=Forward No Answer]
04:07:48, AttemptForward
04:07:48, State - AttemptForward.cde!Dummy
04:07:48, Event is [NULL]
04:07:48, PHTransfer
04:07:48, State - PHTransfer.cde!LoadInfo
04:07:48, Event is [TrueEvent]
04:07:48, PHGreeting
04:07:48, State - PHGreeting.cde!PlayGreeting
04:07:48, Call answered if needed
04:07:48, Playing greeting for Call Handler:  Vidir
04:07:50, DTMF received [0]
04:07:52, Event is [NULL]
04:07:52, PHTransfer
04:07:52, State - PHTransfer.cde!LoadInfo
04:07:52, Answer Phone if needed
04:07:52, Event is [FalseEvent]
04:07:52, State - PHTransfer.cde!CheckPlayTransferIntro
04:07:52, Event is [TrueEvent]
04:07:52, State - PHTransfer.cde!PlayTransferIntro
04:07:54, Event is [NULL]
04:07:54, State - PHTransfer.cde!XferCall
04:07:54, Event is [HangupEvent]
04:07:54, State - PHTransfer.cde!DoHangUp
04:07:54, Event is [HangupEvent]
04:07:54, Idle

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

04:07:08, New Call, CalledId=5600,  RedirectingId=6000,  AltRedirectingId=,  Origin=16,  Reason=4,  CallGuid=2714FFE921AB40DB9DD4E76E0DF9CA6D,  CallerName=,  LastRedirectingId=,  AltLastRedirectingId=,  LastRedirectingReason=4,  PortDisplayName=PCP_PhoneSystem-Default-003,[Origin=Unknown],[Reason=Forward No Answer]
04:07:09, AttemptForward
04:07:09, State - AttemptForward.cde!Dummy
04:07:09, Event is [NULL]
04:07:09, PHTransfer
04:07:09, State - PHTransfer.cde!LoadInfo
04:07:09, Event is [TrueEvent]
04:07:09, PHGreeting
04:07:09, State - PHGreeting.cde!PlayGreeting
04:07:09, Call answered if needed
04:07:09, Playing greeting for Call Handler:  Vidir
04:07:16, No DTMF received
04:07:16, Event is [NULL]
04:07:16, PHTransfer
04:07:16, State - PHTransfer.cde!LoadInfo
04:07:16, Event is [TrueEvent]
04:07:16, PHGreeting
04:07:16, State - PHGreeting.cde!PlayGreeting
04:07:16, Call answered if needed
04:07:16, Playing greeting for Call Handler:  Vidir Auto Attendant
04:07:21, DTMF received [0]
04:07:23, Event is [NULL]
04:07:23, PHTransfer
04:07:23, State - PHTransfer.cde!LoadInfo
04:07:23, Answer Phone if needed
04:07:23, Event is [FalseEvent]
04:07:23, State - PHTransfer.cde!CheckPlayTransferIntro
04:07:23, Event is [TrueEvent]
04:07:23, State - PHTransfer.cde!PlayTransferIntro
04:07:25, Event is [NULL]
04:07:25, State - PHTransfer.cde!XferCall
04:07:25, Event is [HangupEvent]
04:07:25, State - PHTransfer.cde!DoHangUp
04:07:25, Event is [HangupEvent]
04:07:25, Idle

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

04:08:21, New Call, CalledId=5600,  RedirectingId=1000,  AltRedirectingId=,  Origin=16,  Reason=2,  CallGuid=60E9592EFDA74D3AB1C4A447ADEA63CF,  CallerName=,  LastRedirectingId=,  AltLastRedirectingId=,  LastRedirectingReason=2,  PortDisplayName=PCP_PhoneSystem-Default-008,[Origin=Unknown],[Reason=Forward Busy]
04:08:22, AttemptForward
04:08:22, State - AttemptForward.cde!Dummy
04:08:22, Event is [NULL]
04:08:22, PHTransfer
04:08:22, State - PHTransfer.cde!LoadInfo
04:08:22, Event is [TrueEvent]
04:08:22, PHGreeting
04:08:22, State - PHGreeting.cde!PlayGreeting
04:08:22, Call answered if needed
04:08:22, Playing greeting for Subscriber:  Chad McCue
04:08:26, Event is [HangupEvent]
04:08:26, State - PHGreeting.cde!DoHangup
04:08:26, Event is [HangupEvent]
04:08:26, Idle

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

Strange thing is the monitor says it's playing the user's greeting.

I think a second call came into the auto attendant.

[Chadster766]

It also seems that the MOH is play in the background when listening to a voicemail greeting.

[Chadster766]

The only solution I found was to restart the entire system.

[Chadster766]

Restarting the entire system only resolved the issue for a short time.

The issue was caused by a NTP issue on the network. I had decommission all our DC and added new ones (1 PDC and 2 DC).

I changed all the NTP servers on the CUCM, CUC and IMP servers to the new DC's. The router is included as well but the NTP response time from the router is too sluggish.

Some users on the network notices a 2 minute time discrepancy between their exchange calendar and their computer's time. This cause me to investigate DC NTP settings.

I discovered that I had made a mistake.

One of our new Domain Controllers is a Hyper-V virtual machine. Hyper-V “Integrated Services” has a feature “Sync Time with HOST” which is enabled by default. This overrides the NTP settings of the DC and creates a NTP update loop between the Hyper-V Host and the Hyper-V Guest VM.

Unchecking the Hyper-V Time Sync option for the Guest VM allowed the DC to get it’s time from the PDC so it could properly update the client devices and computers.