IVR not redirect to external numbers

[helder-ganhao]

Hi. In my company we have an IVR configured for automatic answering that redirects with keys to the corresponding internal telephone extensions. Some of these internal telephone extensions are redirected to private mobile numbers through our callmanager. Recently this redirection to private mobile phones is no longer done when we enter through the IVR, but if we call the internal telephone extension internally the redirection is carried out. It seems that some signal is sent through the IVR that does not allow the extension to redirect to the cell phone. What could be the problem? Thanks for any help.

[essdee · Accepted solution]

Is a hunt group in use for the IVR to reach the internal extensions? CFA settings on individual extensions are ignored if a call comes via a hunt group. They do work, of course, if calling extensions directly.

It might be worth exploring the use of Single Number Reach on the extensions.

[Shalid Kurunnan Chalil]

Hi, 

When you mention the IVR, are you referring to a call handler in Cisco Unity Connection, a CCX system, or a third-party solution?

Have there been any recent changes to the gateway, call manager, or Unity Connection?

Regards,

[Nithin Eluvathingal]

From the original post, my understanding is that the user has calls forwarded to their mobile number. When someone from an internal number calls this user, the call gets forwarded to the mobile. However, when the call comes from an IVR, it fails.

I suspect that the call might be rejected by the ISP due to the calling number. When calling from internal extensions, the calling number might appear as the internal number, and the ISP might process it, as most ISPs only allow calls coming from the DID range you’re subscribed to. When calls are redirected from the IVR, it might have the port number, which could cause the ISP to drop the calls.

Debugging the gateways could help you find out what really happened. Share the gateway Debugs with us  and we can have a look in to this.