Forwarding unanswered calls to different users voice mail

[kmccollum]

In the Directory Number configuration of a DN assigned to a user, I filled the following fields with blue checkbox with the voice mail extension (*XXXX) of a different user expecting to have calls forward to their voice mail box.  I am getting the user that I dialed voice mail, however.  Can someone point me in the right direction?

[Jaime Valencia]

If you check the option for VM it will disregard anything you configure as destination and use your VM profile, if you wish to use what you configure under destination, uncheck the VM option.

Also, by default, the CUC behavior is to use the original called number to choose the mailbox, if you forward the call to other phone, you'd still get the original called number's VM. If you wish to change it to the last redirecting number, you can change that in CUC, but it's a global setting.

[Maren Mahoney · Accepted solution]

If you need all calls to one DN (let's say 2222) to end up in the voicemail box of a different DN (let's say 3333) there are a few different methods.

1. Create a CUC Call Handler for the 2222 number and configure the call handler to put the resulting voicemails in the voicemail box of 3333. This allows 2222 and 3333 to have different greetings, which may be desirable.

2. Create a CUC Forwarded Call Routing Rule that will take calls where condition is "Dialed Number equals 2222" and the action is "Send Calls To" the voicemail box for 3333. This is probably the easiest and cleanest (and easiest to change or remove) of the methods.

3. Create a voicemail profile in CUCM (a copy of the existing voicemail profile) and configure the profile with a "Voice Mail Box Mask" of 3333. Then apply that voicemail profile to the 2222 DN. That will cause CUCM to send the masked number to CUC as the 'original dialed number', causing CUC to use the masked number to determine what to do with the call.

The checkbox for forward to voicemail on a DN does just that. The "Destination" and "Calling Search Space" are when you want a number to forward to some other number (internal or external) instead of to voicemail. If the "Voice Mail" checkbox is checked, that overrides the Destination/CSS anyway.

Let us know if you have questions or need more information.

Maren