Call Forwarding

[kpr001]

Looking for assistance on call forwarding in CUCM.

Situation - An external or internal call rings directly to User A's phone, if User A's line is busy or goes unanswered we want the call to forward to User B's phone. If User B's line is busy or goes unanswered we would like User A's call to go back to User A's voice-mailbox.

Any way to make this happen?

User B is an Admin for a department so we didn't think putting all the departments DN's on the phone would be a good idea.

We have 2 clusters, Cluster 1 version is 11.5 and Cluster 2 is version 12.5.

[Roger Kallberg · Accepted solution]

In Unity Connection you can set it to use the first forward number instead of last. That would make the call reach the mailbox of A even if it’s been touched by extension B.

[Jaime Valencia]

That's the default behavior for CUC, to use the original called number for choosing a mailbox.

It would only send it to user B if you changed it to use the last redirecting number, and that is a clusterwide parameter.

[Nithin Eluvathingal · Accepted solution]

The below will make your requirement working but its a cluster wide parameter.

[Maren Mahoney]

@kpr001  - Something to keep in mind is that the default setting is to have the first forwarding number (User A) be the number that Unity Connection uses to process the call. If the setting @Nithin Eluvathingal showed is currently checked in your environment, someone went in and checked it deliberately. So there might be a reason it is set as it is. I ran into this with a student just last week where the box was checked so that a business-critical feature would work properly, but had been unchecked (set back to its default) by a later tech who did not know why it was checked in the first place.

Essentially, if it was checked in your environment there was a reason and you might want to investigate why before unchecking it.

Maren