Call from Auto Attendant Rings straight to VM, does not ring phone.

[Joseph E Spoon]

I'm having an issue where, when calling into the auto attendant, you dial the extension 3300....it will send you call straight to voicemail.  However, I changed this extension in CUCM to 3299 and changed the Forward to number in CUC to 3299 and it works.  What could be blocking extension 3300 or that 33XX range from being dialed.  I've looked at the Restriction Tables and nothing is out of the ordinary.  I've also looked at the CSS for the voicemail ports and see nothing weird.  I also checked the Device CSS, extension CSS and looked at a side by side comparison of the 3300 extension to it's 32XX counterpart and it's all the same.

Thanks for your time

[Rob Huffman]

Hi Joseph,

This is controlled by this user setting (can you try checking here);

Transfer Action

Transfer Calls To:

Greeting  Extension

On the User> edit> Transfer rules

You can set this on the User template for future users and use Bulk edit

to change for existing users

Cheers!

Rob

[Joseph E Spoon]

Thank you for the quick reply.

I checked this and it is set correctly.  When I changed the extension from 3300 to 3299 I did it in this place in Unity.  Any other suggestions?

[Rob Huffman]

Hi Joseph,

Can you try test transfers to both 3300 and 3299 and view the output/details using the "Remote Port Status Monitor" tool from the great Unity Tools and you should be able to see the differences in the call flow that may be causing this issue;

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html

Cheers!

Rob

[Joseph E Spoon]

Thanks again for the reply.  Below is what I got.  It's showing Transfer Failed when trying to ring out to 3300

Ringing 3299 -- Actually rang phone--

CallData, 6, CallerId=8004949080, CalledId=6750, RedirectingId=6750, Origin=16, Reason=8, CallGuid=98D3DA43C5274A019195D4D78E6218E8, CallerName=, LastRedirectingId=6750, LastRedirectingReason=8, PortDisplayName=PM_PhoneSystem-Default-009
Application, 6, 8004949080, AttemptForward
State, 6, 8004949080, State - AttemptForward.cde!Dummy
State, 6, 8004949080, Event is [NULL]
Application, 6, 8004949080, PHTransfer
State, 6, 8004949080, State - PHTransfer.cde!LoadInfo
State, 6, 8004949080, Event is [TrueEvent]
Application, 6, 8004949080, PHGreeting
State, 6, 8004949080, State - PHGreeting.cde!PlayGreeting
Display, 6, 8004949080, Call answered if needed
Display, 6, 8004949080, Playing greeting for Call Handler:  Auto-Attendent Main
Display, 6, 8004949080, DTMF received [3]
Display, 6, 8004949080, DTMF added [300]
State, 6, 8004949080, Event is [NULL]
Application, 6, 8004949080, PHTransfer
State, 6, 8004949080, State - PHTransfer.cde!LoadInfo
Display, 6, 8004949080, Answer Phone if needed
State, 6, 8004949080, Event is [FalseEvent]
State, 6, 8004949080, State - PHTransfer.cde!CheckPlayTransferIntro
State, 6, 8004949080, Event is [TrueEvent]
State, 6, 8004949080, State - PHTransfer.cde!PlayTransferIntro
State, 6, 8004949080, Event is [NULL]
State, 6, 8004949080, State - PHTransfer.cde!XferCall
State, 6, 8009, Event is [HangupEvent]
State, 6, 8009, State - PHTransfer.cde!DoHangUp
State, 6, 8009, Event is [HangupEvent]
Display, 6, 8009, Idle

Ringing 3300 -- Went straight to VM -- Transfer failed error in bold and underlined below

CallData, 18, CallerId=8004949080, CalledId=6750, RedirectingId=6750, Origin=16, Reason=8, CallGuid=20375648F28F46648123ABC31D4CCC58, CallerName=, LastRedirectingId=6750, LastRedirectingReason=8, PortDisplayName=PM_PhoneSystem-Default-005
Application, 18, 8004949080, AttemptForward
State, 18, 8004949080, State - AttemptForward.cde!Dummy
State, 18, 8004949080, Event is [NULL]
Application, 18, 8004949080, PHTransfer
State, 18, 8004949080, State - PHTransfer.cde!LoadInfo
State, 18, 8004949080, Event is [TrueEvent]
Application, 18, 8004949080, PHGreeting
State, 18, 8004949080, State - PHGreeting.cde!PlayGreeting
Display, 18, 8004949080, Call answered if needed
Display, 18, 8004949080, Playing greeting for Call Handler:  Auto-Attendent Main
Display, 18, 8004949080, DTMF received [3]
Display, 18, 8004949080, DTMF added [300]
State, 18, 8004949080, Event is [NULL]
Application, 18, 8004949080, PHTransfer
State, 18, 8004949080, State - PHTransfer.cde!LoadInfo
Display, 18, 8004949080, Answer Phone if needed
State, 18, 8004949080, Event is [FalseEvent]
State, 18, 8004949080, State - PHTransfer.cde!CheckPlayTransferIntro
State, 18, 8004949080, Event is [TrueEvent]
State, 18, 8004949080, State - PHTransfer.cde!PlayTransferIntro
State, 18, 8004949080, Event is [NULL]
State, 18, 8004949080, State - PHTransfer.cde!XferCall
State, 18, 8004949080, Event is [TransferFailed]
State, 18, 8004949080, State - PHTransfer.cde!LeaveMsg
State, 18, 8004949080, Event is [NULL]
Application, 18, 8004949080, PHGreeting
State, 18, 8004949080, State - PHGreeting.cde!PlayGreeting
Display, 18, 8004949080, Call answered if needed
Display, 18, 8004949080, Playing greeting for Subscriber:  Ronald Shanks
State, 18, 8004949080, Event is [HangupEvent]
State, 18, 8004949080, State - PHGreeting.cde!DoHangup
State, 18, 8004949080, Event is [HangupEvent]
Display, 18, 8004949080, Idle

[Rob Huffman]

Hi Joseph,

I'm not sitting in front of Unity Connection right now to test this out....but it certainly looks like a restriction table issue at first glance. Did you check both the System Transfer and Default System Transfer tables to see if 33xx is allowed?

The other thing I've tried in the past was to set up a test phone with the same CSS as the voicemail ports to try test calls to see if they can reach the desired numbers just to rule that out.

Cheers!

Rob

[Joseph E Spoon]

I checked the Restriction Table and even set at the top of the list, 3300 as allowed and still had this issue.

I'll try with a test phone and see how that works and let you know.

Thanks again for your continued help.

[Joseph E Spoon]

I added a test phone with the same extension into the same CSS as the voicemail ports for the device CSS and the line CSS and still had the same issues.

[shannon3571]

I am having this same problem.  Was there a solution to this problem?

Thanks!