Direct transfer to a Unity voicemail box from Avaya.

[kpr001]

Hello, We are currently in a Avaya to CUCM (12.5)and CUC (12.5) migration. We have run into an issue with Avaya users wanting to do a blind transfer directly to a users Unity Connection voicemail box. We have not be able to successfully accomplish this. We are connected from Avaya to Unity via SIP trunks. Has anyone run into this issue and been able to resolve the issue?

Thank you,

[b.winter]

How would have thought doing this?

To which number would you transfer the call to? If you always transfer the call to a vm pilot number, how should CUC know, in which user-vm the call should land? The destination number is always the same.

[Nithin Eluvathingal]

Are you getting default unity message when you dial the Pilot number configured? Did you checked if the calls are reaching Unity ?

2.12.0.0

[kpr001]

Ideally we would like to mimic the same process we use in Cisco to go directly to a users voicemail box. When we try that in Avaya the call fails. 

[Nithin Eluvathingal]

AFAIK you need to add routes on Avaya, have you added required routes?

[kpr001]

Accessing Unity is configured correctly, we are able to get to Unity with no issues and do all normal activity. Only thing we can't seem to make work is the transfer directly to a user Unity Voicemail box from Avaya. Using the Cisco process fails in Avaya because *xxx are DAC's, which we can't change. 

[b.winter]

But again, how should the call ever land in the user's VM box?

You need some differentiating pattern, that routes the user's "DN" to Unity, instead to the user.

E.g.:

DN of user is 1000

If you make a transfer to 1000, it will obviously ring the user.

So, you need something like *1000, where the "star" + 4 digits says, that it will route the call to CUC.

[Roger Kallberg]

Possibly it could help if you where to outline the configuration you have put in for this in both the CM/CUC and in Avaya. Without this we’re just guessing as we’re running blind on this. Please do not assume that we know what you have put in-place for this to work as you say from your CM phones.

[Nithin Eluvathingal]

I was not asking about the unity access. When you dial from Avaya the call should reach Unity and get default greeting.

And in Avaya when you add SIP trunk  to my knowledge they add some routes also.

My recommendation will not to waste time on this integrations. concentrate on migrating users to the CUCM and enable unity for the users who got migrated to CUCM.

2.12.0.0

[TONY SMITH]

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@kpr001 wrote:

Accessing Unity is configured correctly, we are able to get to Unity with no issues and do all normal activity. Only thing we can't seem to make work is the transfer directly to a user Unity Voicemail box from Avaya. Using the Cisco process fails in Avaya because *xxx are DAC's, which we can't change. 

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I'm assuming you have the commonplace configuration in CUCM with a CTI RP and wildcard DN set to call forward to Unity Connection.

Do you mean that dialling *xxx on the Avaya doesn't route to CUCM?  If so then can you configure some other pattern (maybe #xxx) on the Avaya and either add that into CUCM, or translate incoming from the Avaya->CUCM trunk to convert it to *xxx.

[Jonathan Schulenberg]

Avaya needs to set the mailbox extension in the Diversion header of the INVITE; that’s what triggers the forwarding routing rules. In CUCM we use the *XXXX on a DN, CFA it to VM, and use a VM Profile mask that strips off the star so the Diversion header is XXXX. However you do that, or an equivalent, in Avaya will get the CUC behavior you want; doesn’t have to be *.

[TONY SMITH]

I was thinking the call from the Avaya to CUCM would be a direct call, not diverted, so won't have the diversion header. Using 1234 as the example extension, something along the lines of ...

Caller dials #1234 on the Avaya

Avaya places a direct call to CUCM, called party #1234

CUCM translates that to *1234 and that translation hits the CTI RP, voicemail profile etc

[Nithin Eluvathingal]

If im  not wrong he is trying to send the call directly from Avaya  to Unity. Not through CUCM.

2.12.0.0