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Beginner

Call hunt to general Voicemail box

Scenario: A call comes in and is routed to Hunt Pilot 1.  HP1 is configured to forward busy and unanswered calls to HP2.  If HP2 doesnt answer/busy, the call is to be forwarded to a general VM in Unity.  

 

Whats actually happening: HP1 rolls to HP2, upon no answer/busy, the call is sent to Unity with the generic "From a touch tone phone you can enter the extension of the person you are trying to reach."

 

If HP2 is called directly, the call, upon no answer/busy is transferred to Unity and the greeting for the general VM box answers.  

 

I am not sure where I went wrong with the configuration here. How could the HP2 act so differently when dialed directly as opposed to being hunted too from HP1?    

 

Line Group Config:

HP1 - Hunt Options: For No Answer, Busy and Not available, all are set to try next member, but do not go to the next group.

HP2 - Hunt Options: For No Answer, Busy and Not available, all are set to try next member; then, try next group in HL. 

 

Hunt List Config:

HP1 - Hunt List Member Info:  HP1, HP2

HP1: Hunt List Member Info:  HP2

 

Hunt Pilot Config:

HP1 -- Forward Hunt No Answer and Forward Busy Hunt, both set to forward calls to HP2

HP1 - Forward Hunt No Answer and Forward Busy Hunt, both set to forwards calls to at CTI Port.  In Unity, there is a system call handler for the CTI port extension.  There is also a forwarding routing rule that sends calls to user with mailbox (the general malbox is selected) with the forwarding station equals HP2.  

 

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1 ACCEPTED SOLUTION

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VIP Mentor

Re: Call hunt to general Voicemail box

Here's a theory, Unity Connection is looking for a match on the first number you called, not any of the forwarded to numbers in the middle.

For example, if Alex forward to Alice and then Alice forwards to Bob, whose voicemail picks up when you call Alex? Is it Alex, Alice or Bob?

The default behavior of CUC would make it Alex. You can configure CUC differently, but it's a global setting and affects all calls/users.

Anthony Holloway

View solution in original post

3 REPLIES 3
Highlighted
VIP Mentor

Re: Call hunt to general Voicemail box

Here's a theory, Unity Connection is looking for a match on the first number you called, not any of the forwarded to numbers in the middle.

For example, if Alex forward to Alice and then Alice forwards to Bob, whose voicemail picks up when you call Alex? Is it Alex, Alice or Bob?

The default behavior of CUC would make it Alex. You can configure CUC differently, but it's a global setting and affects all calls/users.

Anthony Holloway

View solution in original post

Highlighted
Beginner

Re: Call hunt to general Voicemail box

Thank you @Anthony Holloway! That did the trick.  Let the Happy Dance commence!

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VIP Mentor

Re: Call hunt to general Voicemail box

Uh, oh, we're dancing now? /whipsers I can't dance :(

Anthony Holloway
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