Calls goes directly to voicemail (Unity Connection 10.5)

[dominic.huot.agence161]

Hello,

This occured oftenly, I know how to fix it in the unity console but I would like to know how a user can manually do it on his/her phone.

Sometimes, I have someone telling me that if someone call from an external number, it goes directly to voicemail. If it's an internal call, it works fine.

The option to resolve it is to go in the user voicemail in the Unity Connection and go to Edit > Transfer Rules > select "Standard". Here the option "Transfer Calls To:" is at "Greeting". I change it to "Extension or URI" to user extension.

This happens 2-3 times a month and I have no idea how a user can change it from the phone or voice mail menu.

Can anyone help me ? 

[Mohammed al Baqari]

To understand the flow, the calls come to AA in Unity then get transferred
to users? Also, do you have a CUC cluster, in this case check for
split-brain and db replication.

[dominic.huot.agence161]

What is AA ? 

I don't know that flow. All I know, is the symptom. Is there a way to change the transfer rule of a voicemail through phone directly ? 

[Mohammed al Baqari]

Users can change that setting from user access if they have permission. AA
stands for Auto Attendent.