Hunt Pilot to Call Handler forwarding

[Jeffrey Becker]

We have a call center hunt pilot that routes to a DN if no members are logged in to the hunt group.  Circumstances require the call center to route their calls elsewhere at unpredictable times on short notice.

Goal:

• We want the DN's user to then be able to forward the hunt pilot's calls to any desired DN or call handler whenever the user desires.  This way, the call center can direct their calls to DNs or call handlers quickly and autonomously.

Problems:

• Unity does not appear recognize attempts to forward hunt pilot calls to a call handler unless the hunt pilot's called number transformation mask is set to the extension of the intended call handler.  If the pilot's mask field is left blank, caller hears the "welcome to Unity" message no matter which call handler is set as the forwarding destination.
  

• If the DN user attempts to forward calls to Call Handler A and the mask is set to Call Handler B, hunt pilot calls will be routed to Call Handler B.
  

Other notes:

• If the user attempts to forward calls to a DN while the mask is set to Call Handler B, hunt pilot calls will correctly forward to the desired DN, though the caller's phone display will show the mask (Call Handler B's extension) as the called number, which is generally undesirable.

Is there any way to allow the user to forward hunt pilot calls from their DN to an arbitrary call handler without us having to change CUCM or Unity settings each time?

[Nithin Eluvathingal]

If you re trying to give the option of forwarding to a line group member, that will not work. Hunt will over rider the call forwarding settings  on a line member. If you would like to forward the call to a DN or voicemail , that must be mentioned on the Hunt Pilot Forward settings. 

Here the call flow is not clear, could you kindly explain a little more. 

[Jeffrey Becker]

The desired call flow is Caller->hunt pilot->DN1 (not a part of the line group)->DN2 or Call Handler.  The first 3 steps work without issue; the hunt pilot correctly detects when no members are logged in and routes the call to DN1, and forwarding from there to DN2 is also a non-issue.  However, forwarding from DN1 to a Call Handler is what is running into problems.

[Nithin Eluvathingal]

What happens when forwarding the call to Call Handler, how do DN1 forward the call to Handlers ?

The calls must not land on opening greeting. and it must be send to call handler if the DN1 forward the calls to call handler extensions number.

Do you have an extension or CTI configured with extensions number same as Callander 1 and 2 on CUCM and enable call forward all to Voicemail ? 

[Jeffrey Becker]

DN1 forwards calls via user-enabled call forwarding: the user presses the Forward All softkey and then enters the destination extension.  Our call handlers use CTI route points in CUCM with forward all to voicemail option selected to route calls to those extensions to the respective CH.  Come to think of it, some of our older CHs use translation patterns (I think?) instead, but we didn't test the ability to forward to any of those.

[Nithin Eluvathingal]

I feel like you are missing mask on voice mail profile. if missing ADD the mask on voice mai profile 

[Jeffrey Becker]

That is very likely, as I've never put a mask on a VM profile.  Where in the VM profile might I find the mask field to which you refer, and what do you suggest the mask should be?

[Jeffrey Becker]

Upon further inspection, the call handlers to which I intend to forward do not have VM profiles, so I am unsure as to where this missing mask might be found.  Attempts to create a VM profile for any of those extensions of course failed, as there is already an existing CH with that extension.

[Jeffrey Becker]

Similar other topics suggest adding a forwarding rule in Unity that points to the call handler.  This has also had no impact.  Are there any further methods to try?

[Nithin Eluvathingal]

Reset the voicemail portgroup. And see if there is change.

2.12.0.0

[Les Pruden · Accepted solution]

It sounds like Unity Connection is routing on the originally dialed number. 

Try this (** note that this is a global setting which might affect other calls into voicemail -- -- if you have a lot of forwarding for coverage but want the calls to end up in the mailbox of the forwarding person rather than the forwardee for example **)

Change -- Use Last (Rather than First) Redirecting Number for Routing Incoming Call

You can find this setting in Unity Connection --> Advanced --> Conversations

[Jeffrey Becker]

It worked!  Looks like enabling Use Last in conjunction with the Unity forwarding rule was what it needed.