Call forward busy internal/external - forward to DN not working

[Dave Phillips]

I have several users DN's set up to have call forwarded to another DN when they are on the phone (busy).  We have this second DN listed as a second line on their phone, as well as their assistants.  Each user has their own secondary DN.  The idea is, if the user recieves a call while he/she is on the phone it forwards to that second number and his/her assistant can answer if needed. 

It is set up under Call Forward and Call Pickup Settings by entering the secondary DN in the destination field instead of checking the VM box.  Calling search spaces are the same for all #'s.

This was originally set up before I started at the company and it has worked for years.  It was recenty brought to my attention that it no longer works, and after doing some testing it does not.

The only thing that has changed is we upgraded from CUCM 6.x to 8.6.2 about 5 months ago.  I do not know if this broke after the upgrade or later on.

Any ideas as to what I am missing to check?  I realize I could probably set this up using a hunt group but seems a bit overly complicated for this simple scenario.

Thanks

[acampbell]

Dave,

On the DN page for the users phone primary line.

Check that the max number of calls = 2

and that the busy trigger =1

Regards,
Alex.
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[Dave Phillips]

Max calls is 4 and busy is 1. Forgot mention the call will act like a RNA. Rings for caller about 4 times then goes to users vmail.

Sent from Cisco Technical Support iPhone App

[heathrw]

Hi,

Is the secondary line unique and in a common internal partition? Nothing tricky configured such as using the exact same extension in different partitions, etc?

If they primary line is busy and a caller rings in what do they get?

Can other users ring the secondary line directly?

Just to test, does call forward no answer work to another phone extension not configured on the same phone?

Let me know how you go.

Regards

Heath

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[Dave Phillips]

Nothing trickey in the configs at all.  Pretty simple install

I think I have narrowed it down to a problem with the DN.

• If I take another DN and forward busy to the same DN as the problem DN is set to forward to, it works
• If I take the problem DN and forward busy to a different DN it does no work
• If I take another DN and forward busy to the same DN mentioned in the previous step, it works.

I have opened a ticket with TAC since I am not seeing anything wrong in the configs..

[Rob Huffman · Accepted solution]

Hi Dave,

I think the simplest thing to do would be to remove the

DN from the phone or remove the phone completely, then go

to Call Routing > Route Plan Report > Unassigned DN's and

remove the DN in question. Then reset up the number/phone etc.

and retest 

It certainly sounds like there is some remnant reference where the

DN has the Busy Trigger set @ something 2 or greater.

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

[Dave Phillips]

Thanks Rob, that fixed it.  It is also what TAC wanted me to try. 

I was trying to avoid this since it happens to be DN of a VVIP at the company and his DN is on many phones.......

[Rob Huffman]

Hey Dave,

Nice work here!

If you ever see this behavior again, have a very close look at each and every

line appearance of the DN in question. I've had the same thing happen here

and it turned out that just one line appearance had the Max call/Busy trigger

set @ 4/2 and it messed everything up

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan