Call Pickup and Voicemail Transfer

[Kenneth Mohammed]

Hello All,

It's been awhile since I've posted here....hopefully I can get some assistance. I have a customer running CUCM and CUC 9.1

First a little background:

I understand CUC looks at original called number by default when searching for a mailbox.

We have a *XXXX pattern on a CTI RP defined which sends calls directly to voicemail. This is all working fine.

Here is the scenario:

PSTN calls User A. User A is in a call pickup group with Users B, C, D etc.

User A isnt at the desk, therefore user B presses the call pickup softkey, which then sends the call to user B's phone to be answered.

User B answers the call and determines that the call is in fact for user A, and transfers the call directly to user A's voicemail by pressing transfer softkey and dialing *<user A's extension>

Call gets to CUC, and gets the greeting of User B, instead of User A as intended.

Is this working as designed?, or am I missing something here. My thought is that CUC should see user A's ext as the dialed digits and therefore get to the correct mailbox.

Any thoughts/assistance are greatly appreciated.

[Shashank Mahajan]

This looks to be working as designed. However, you can try changing the parameter in Unity Connection to use Last redirecting number for routing the incoming call and see if that helps.

You can go to Unity Connection Administration > System Settings > Advanced > Conversations:
Use Last (Rather than First) Redirecting Number for Routing Incoming Call > Select this option.

[Kenneth Mohammed]

Hi Shashank, Thanks for the reply. This option isnt going to work, as it will affect calls that are forwarded from going to the correct voicemail. We wish to keep the default behavior. Currently everything is working as desired, with the exception of when the call pickup key is pressed, and then the call is transferred to voicemail.

[Deepak Mehta]

Hi Kenneth,

You have explained it quite well.However i am trying to reproduce this my lab so i was looking if you can tell me when you say

"transfers the call directly to user A's voicemail by pressing transfer softkey and dialing *<user A's extension".

Do you mean you are transfferring call back to user's desk and then let it ring then go to VM or is it direct transfer to unity

Thanks

[Kenneth Mohammed]

Hi Deepak, Thanks for the reply. When i say "transfers the call directly to user A's voicemail by pressing transfer softkey and dialing *<user A's extension", I mean that user B is transferring the call by pressing the Transfer softkey, then dialing *XXXX.

*XXXX is a wildcard DN on a CTI route point that is CFA to voicemail.

The issue only occurs when a call is answered using call pickup. If the call comes directly to an extension, is answered, and then transferred to *XXXX it goes to the correct mailbox.

[Deepak Mehta · Accepted solution]

Thanks ,i have tested this and it does work the way you intend it to work without checking the option ("Redirecting Number for Routing Incoming Cal")

I have two users A (ending 9138)  and B (ending with 9139) in call pick up group .

When call arrives for A and is picked up by user B then user B presses *XXX XXX XXXX(10 digit wildcard CTI route point ) it does go to user A VM box. 

In port status analyser , i see the call hitting unity with user A extension as required.

04:53:52, New Call, CalledId=*2128479138, RedirectingId=2128479138, Origin=16, Reason=8, CallGuid=2E87BEB765A6473E9977C9B3B4C8FE5D, CallerName= MKTS, LastRedirectingId=2128479138, LastRedirectingReason=8, PortDisplayName= v9.1 - Golden-temp-001,[Origin=Unknown],[Reason=Forward Unconditional]
04:53:52, AttemptForward
04:53:52, State - AttemptForward.cde!Dummy
04:53:52, Event is [NULL]
04:53:52, PHTransfer
04:53:52, State - PHTransfer.cde!LoadInfo
04:53:52, Event is [TrueEvent]
04:53:52, PHGreeting
04:53:52, State - PHGreeting.cde!PlayGreeting
04:53:52, Call answered if needed
04:53:52, Playing greeting for Subscriber:
04:54:01, No DTMF received
04:54:01, Playing greeting for Subscriber: 
04:54:01, Event is [RecordMsgEvent]
04:54:02, State - PHGreeting.cde!CheckForPostGreeting
04:54:02, Event is [NULL]
04:54:02, State - PHGreeting.cde!RecordMsg
04:54:09, Event is [NULL]
04:54:09, State - PHGreeting.cde!RunEditMsg
04:54:09, -->MessageEditing
04:54:09, State - MessageEditing.cde!CheckEditOption
04:54:09, Event is [TrueEvent]
04:54:09, State - MessageEditing.cde!PlayAfterMessageEditMenu
04:54:15, Event is [HangupEvent]
04:54:15, State - MessageEditing.cde!CheckMsgLength
04:54:15, Event is [ManyEvent]
04:54:15, State - MessageEditing.cde!SendMsg
04:54:15, Event is [TrueEvent]
04:54:15, State - MessageEditing.cde!CheckForMsgSentRecording
04:54:15, Event is [NULL]
04:54:15, State - MessageEditing.cde!ConfirmSend
04:54:15, Event is [HangupEvent]
04:54:15, <--MessageEditing
04:54:16, Event is [HangupEvent]
04:54:16, Idle

One thing is that I have applied voicemail box mask with XXX XXX XXXX wildcard in the VM profile that i am using.thanks

[Kenneth Mohammed]

Thanks Deepak!!! Good catch..that was it!! The VM Profile didnt have a mask set. Once is set the mask to XXXX it worked.

[Deepak Mehta]

Welcome Ken!! have a good one my friend.