Forward routing rules with Last redirect number on unity connection

[Mohamed Shameer Fareed]

Hi

I know by default the Voice mail will end up on First Redirect number and this can be changed under service parameter, but I don't want this Globally

Scenario:

Calls to main number will hit reception phone (ext 2001) and if receptionist No Answer or Busy (while she is on her desk) it plays the message "Sorry receptionist unavailable" on her voice mail as normal as expected.

Now what I want is when she is going on a break or leaving her desk for short moment, she should be able to activate the alternate greeting by just pressing a button (if possible) to play a different message, such as the receptionist away from desk....". As far as i know activating alternate greeting needs sign in to mailbox and activate it manually which takes time, also the phone will ring before hitting the VM and the message won't be immediate.

So I created another extension 2002 with CFwdAll to VM with a Mailbox with the "away from desk" message and assigned it as a speed dial on same phone, so she can quickly do CFwdAll by pressing the soft-key and speed dial 2002, Also Relay the message to Receptionist original (2001) mailbox for MWI and retrieval. But caller always hitting 2001 because of First Redirect Number Parameter.

I tried to create a Forward routing rule as follow:

New Rule:
Send Calls to = User with Mailbox 2002 - Attempt Transfer
Routing rule condition = Forwarding Station - Equals - 2001

Yes that took the call to Forwarded extension 2002's VM correctly. But when i tested after removing the CFwdAll, it still goes to 2002 not to his original mailbox, it cannot differentiate manual forward.

Only other way i can think of is send the call to PSTN when forwarded and get back the call to 2002 voice mail.

Is there any other way to achieve this

Thanks
shameer

[Aaron Harrison]

Hi

Sure.

Not sure if you have SIP  or SCCP Unity, but let's imagine you have SIP. Just add another Route Pattern pointing to Unity with 2002 as the pattern.

Now if anyone dials 2002, it goes to Unity.

Link that to a CH that has your prompt, and does whatever (relay the message).

Now add a 'Direct Routing' rule that routes calls to 2002 to that CH.

Reception can now forward to 2002, and 'redirected' is taken out of the equation.

Aaron

[Mohamed Shameer Fareed]

Hi Aaron

Fantastic, Thanks for the quick reply to my message

I have a SCCP setup, Is there a way to achieved this using SCCP unity connection. as I cannot use route pattern - route list on SCCP setup

I'll check this on my Lab and update you as well

Thanks

Shameer

[Aaron Harrison]

OK - so with SCCP you probably have a bunch of SCCP ports in a hunt group. You should be able to add another hunt pilot instead of another RP. I think... it's been some time since I've done SCCP with Unity.

Aaron

[Mohamed Shameer Fareed]

Hi Aaron

Thank you very much for this, I will test this on my Lab and update you

Is there any reason (from your experience) for Using SIP trunk to unity connection rather than SCCP.

I can remember that some one in this forum mentioning that SIP unity cannot play MOH on call transfer, and read somewhere that you need all phones to be SIP phone when you do SIP unity because of RFC-2833 for DTMF, otherwise you must enable a MTP on the CUC SIP trunk to allow calls originating from or going through these stations to interact with the IVR menu on CUC (some phone 790X won't support RFC-2833)

Is that still the case, or SIP can do much better than SCCP

Thank you once again

Shameer

[Aaron Harrison]

I'd stick with what you have... if it's working, it's working.

Aaron

[Mohamed Shameer Fareed]

Hi Aaron

I tried with SCCP, Created another Hunt pilot and assigned a VM port, created a new VM Profile with that Pilot, and assigned it to CH DN and tried to send the call to 2002 VM,

But as soon as the call hits the phone, it plays the 2001 VM Message, its not by passing the First redirect behaviour

Thanks

shameer

[Amit Sharawat]

Mohammed,

You can try this.

In the CUCM create hunt pilot with 2002 and assign the same hunt list as you are using with you default voicemail.

In unity connection, create a user with voicemail box and extension 2002 and record your greeting.

Configure a new forward routing rule and put it on the top of the list so that it will be match specifically for 2002.

In the forward routing rule, match the following condition and send the call to 2002 mail box

After this rule is matched, the call is sent to 2002 mailbox

Test: If your receptionist is going away then she can do call forward all to 2002. If somebody dials 2001, then it is forwarded to 2002, 2002 is a hunt pilot which will take the call to unity connection.

Now, over here the dialed number=2002, first redirecting number is = 2001, So, it will match the forward routing rule which we created( since it will match dialed number=2002) and will send the call to 2002 mailbox and then your message will be play for away.

I hope this helps.

~Amit

[Mohamed Shameer Fareed]

Hi Amit

Thank you very much for the instructions

But it didn't work,

Forward rule created and placed on Top,  but when I forwarded 2001 to 2002, It still hits the mailbox of 2001

when i dial 2002 directly, it gives me the VM SignIn message "Enter your pin..." not the message on 2002.

so for some reason the forward rule is not effective.

any idea

Regards

shameer

[Amit Sharawat]

Can you use "Equals" instead of "In" in the matching criteria?

[Mohamed Shameer Fareed]

I tried "Equals", but same result :(

Thanks

shameer

[Amit Sharawat]

Let me re-create it at my end and try to work out a solution. I will update you on this.

~Amit

[Mohamed Shameer Fareed]

Thank you very much Amit

Really appreciate your help

shameer

[Amit Sharawat · Accepted solution]

I have worked out a solution for you, although it's little lengthy, but it is working.

Here is what i did.

On unity connection, i did the following:

Created a new Phone system, new port group with different Device Name Prefix*. Added 1 port to the port group.

On the forward routing rule that we created, i used this new phone system to match:

And rest of the settings are the same in unity connection.


On the CUCM, i renamed on of the voicemail ports to new Device Name Prefix* e.g CiscoUM11-VI1.
 

Created a new line group and put the above port. Created a new hunt list and put the line group in the hunt list.

And finally, applied this hunt list to the 2002 hunt pilot that i created earlier.

Few point to take care:

> Make sure that Device Name Prefix on the port group in CUC and Device name of the voicemail port that we modified should be the same. For e.g. If CiscoUM100-VI is the Device Name Prefix, then the Voicemail port on the CUCM should be CiscoUM100-VI1. Don't use 2, 3 or any other number as the count starts from 1 only.

> Make sure the new telephone system and new port group is configured with the same CUCM server as configured with current phone system.

Test the call we discussed before, it will work now.

Let me know if you have any issues.

~Amit

[Mohamed Shameer Fareed]

Hi Amit

Fantastic, it did work as expected and really admire your expertise on this

once again thank you very much for your help

I learned a lot from Cisco support forum with the help of amazing talented people

Thanks everyone :)

Regards

Shameer