External Calls when Call our Helpdesk Line 5555 it show the Main Line(5900)

[Erwin.Roxas@pwps.com]

Hi Cisco Voice Experts,

In our On-Call Process from Cisco Unity Connection, when someone call our Help-desk Extension(5555) and Hit 9 it forwards to the on-call assign number. But once users hits 9, the external users shows the main company number(5900) not the real number from users cellphone number from external calls.

Do you know how to fix this in CUCM or Unity Connection?

Thank you in advance.

[Adam Pawlowski]

My guess is that this is transferring from voicemail which is being translated on the way in from the port, or presentation is not being updated somewhere.

There are a lot of pieces to that , transfer type, css/translations, etc, you'd have to chase that back a bit to see what is going on there.

[Erwin.Roxas@pwps.com]

Hi Adam,

Thank you for your response.
Yes, you are correct - it is being from voicemail. For example, user call 5555 then there is a voicemail once user hit 9 it will forward for a on-call support person. But, when the call forwarded to on-call person it appears 5900(which is company main number) not the cellphone number of the user.

Do you know where to start to check here? Or do I need to contact the ISP Vendor to check if could be overwriting the calling party number?

[Adam Pawlowski]

So, I suppose I would start with a flow diagram to think about where this is happening.
If you're saying user at extension 1001 for example picks up the phone, calls 5555, and when they transfer to you, it shows 5900, then to me in my limited experience:

* That's happening before the call gets into voicemail and 5555 goes through a translation somewhere that transforms to 5900 using some sort of masking. If the call has been transformed before it hits voicemail then it is working.
Or - and as you'd mentioned that these are external callers

* The call is either being scrubbed on the way in somehow, or looping through something that is manipulating the digits as it gets into the IVR and over to you
* The call is being manipulated leaving the voicemail system - which where and how I can't think off the top of my head how that would be happening. Either the main number is the pilot for it, or the ports have transformation or something going on via way of how they route the call out.

I can tell you , if you use the port status monitor in the RTMT tool, you can see what Unity Connection thinks the caller is, and to a lesser extent what is happening with it. You could follow that through CDR records (likely at https://publisher/car ) to see what that looked like.

[Roger Kallberg]

I would check in the egress gateway to see what you send as calling number to the PSTN service provider. If you send the calling party number, but you see the main number of your circuit on the called device it would likely be the telco that masks the caller id.

[Erwin.Roxas@pwps.com]

Hi Roger,

It was working before and it shows the Real External Number from the users. But, after we upgrade to higher bandwidth of MPLS circuit. It goes like this now.

Do need to contact the Telco(ISP) ?

[Roger Kallberg]

As suggested you should check what you send to the Telco by looking at the SIP debugs and from the result of that make the decision if you'd need contact the Telco or not. However by what you say I would guess that it would be the likely next step.

[sudaggar]

Please correct me if I am wrong, oncall support number that is been forwarded in unity connection (CUC):

Is it external PSTN number - if yes, then check the gateway/sip trunk configured under route pattern. There is an option calling party selection for outbound calls. Select as per the requirement "Originator"

[Erwin.Roxas@pwps.com]

Hi Sudaggar,

Yes, correct. if the users call 5555 Line from external calls using their Mobile Phone, there is a voicemail that will forward to on-call person. Once users hit 9, it will forward to on-call person but once call being forwarded it shows 5900 which is our company main Number.

Do you mean Route Pattern on CUCM Administration or on Unity Connection?

[sudaggar]

Its in CUCM Admin --> call routing --> route/hunt --> route pattern --> select the route pattern --> check Gateway/Route List --> select that end device (SIP trunk) --> There is an option calling party selection for outbound calls --> Select as per the requirement "Originator"

[Erwin.Roxas@pwps.com]

Hi Sudaggar,

I cannot find it on "check Gateway/Route List --> select that end device (SIP trunk)" .

I went to Device> Trunk> Found SIP_To_GW > Then scroll down Found below. Is this what you are referring to?

See below Photo.

[sudaggar]

Thats correct.

Kindly change this to originator.

Regards