Cisco CUCM with Unity transfered calls go to th wrong mailbox

[Sarkis Kalajian]

We are using Cisco Call Manager 8 and Unity 8. We have a second phone system which is an I3 system. We moved some people from the I3 system to the Cisco system. I setup the I3 system to transfer all calls to the old extensions to the new extensions on the Cisco system. Calls get transferred as expected, but if the user does not answer and it goes to voice mail it goes to the wrong voice mail box on Unity. We have a tie line between the system, I tried transferring over the tie line, as well as transferring to the full number so the call goes out and back in but we have the same results. Which mailbox you go to depends on if your using the tie line or not, and what number your calling from. If I use the tie line to transfer the call and I call form the Cisco system, I get transferred to the mailbox of whatever phone I'm calling form, not the phone I'm calling. If I go out and back in I go to the default IVR system in Unity. If we call the new Cisco extensions directly calls go the voicemail box as expected, this only happens when the I3 system transfers the call to the Cisco system. Any help would be appreciated, thanks.

[Wilson Samuel]

Looks like the I3 system is not including the RDNIS properly on to the Unity / Unity Connection over the tie line.

You may want to use the Port Status Monitor and see what exactly is happening and you may be able to resolve this.

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

You can download the Port Status Monitor from the above link

HTH

[Sarkis Kalajian]

Thanks Samuel. I'll check out the tool and see if it can help. But if the RDNIS was wrong, wouldn't the call not reach the intended user properly? We are not connecting directly to the voice mail system with the transfer. We are first connecting to the proper Cisco extension, and then the Cisco system is transferring us ot UNITY once the called does not answer.

[Wilson Samuel]

One quick, question does the I3 system also has a direct trunk / tie line to Unity Connection?

Regardless, the Port Status Monitor will give you a clear picture what is happening when a call lands on the UC

Regards

[Sarkis Kalajian]

The tie line is actually between two Cisco 2821 devices. Both the I3 system and the Cisco system use the Cisco 2821s as their T1 gateways. So I guess the short answer is no, there is no direct tie to the unity system.

[Sarkis Kalajian]

We found a solution. The problem was that when calls are being forwarded form my I3 system to the Cisco system the RedirectingID is different then what it normally is. But LastRedirectingID is always the same for both forwarded calls and regular calls. So we told Unity to use the LastRedirectingID instead and everything worked. Thanks for the suggestions Samuel. The tool you suggested helped me to pinpoint the issue.