06-11-2024 07:05 AM
When pressing the messages button (UCM and CUC v12.5), the user gets a menu with "Voice Mail" being option 1. When you press 1, it goes to the sign-in correctly but I don't want this extra step. What can I do to have it go directly to sign in when pressing messages button? Without the menu first?
Solved! Go to Solution.
06-13-2024 04:17 AM
I actually found the issue. On the phone configuration page, the field is "Services Provisioning" and it was set to "both" (no idea why). I changed it to "default" and it worked. I'm not sure what external URL its bringing in or what made it do that, but it is now working. I would love to know where to look to see what external URL was in play.
Thanks so much for your help
06-11-2024 08:33 AM
That is odd, so let's follow the logic:
If all of the above is 'normal' in CUCM, then you would look in CUC:
Take a look and let us know what you find.
Maren
06-11-2024 08:45 AM
06-11-2024 08:58 AM
Okay. So the Mask sets the Caller ID sent to CUC, which can affect which call routing rule is matched, which is why I asked. But if your VM Boxes are in 4-digit format the XXXX is exactly what you'd expect.
The Attempt Sign-In does have an implied condition (not shown explicitly in CUC) that matches on caller ID to any Call Handler or VM Box with that 4-digit pattern.
Is this happening to a single extension or to all extensions at a site? Do you have more than one partition configured in CUC where you'd have the same number in two partitions?
If it is happening to all users at a site, were their VM Boxes created using a different Template that other sites?
I'm trying to think of other things that would impact call flow, and I'm looking to see if there is a parameter that would affect this Conversation.
Maren
06-11-2024 09:18 AM
06-11-2024 09:26 AM
It might be worthwhile to use the Route Plan Report to view the number in the VM Pilot across the system to see if there is another pattern that is taking precedence when the Messages button is pressed. It might not be CUC that is asking about the Keypress 1, but maybe another IVR that is causing this. (Is there a Keypress 2 option, by the way?)
When you say there are multiple systems, do you mean that CUCM is integrated with multiple CUCs? Multiple VM systems some of which are not CUC? Or do you mean that you have multiple PBXes that are integrated with CUC?
The Attempt Sign In Conversation is not customizable, same with the Greetings Administrator and other built-in conversations. They are "Conversations" and not Call Handlers. I looked and do not see anything in System Settings > Advanced > Conversations in CUC that would cause the behavior you are describing.
I'm a bit stumped, to be honest, unless the call generated by pressing the Messages button is being redirected to something other than CUC first. But there MUST be a reason. I'll keep looking. Maybe someone else here knows.
Maren
06-11-2024 09:37 AM
06-11-2024 10:01 AM
Huh. The picture did not come through. Can I assume that the VM Pilot for the staff and the VM Pilot for the Guest rooms are different numbers?
Do you by chance have Visual Voicemail configured in CUCM deployed as an IP Phone Service?
Maren
06-11-2024 10:10 AM
06-13-2024 04:17 AM
I actually found the issue. On the phone configuration page, the field is "Services Provisioning" and it was set to "both" (no idea why). I changed it to "default" and it worked. I'm not sure what external URL its bringing in or what made it do that, but it is now working. I would love to know where to look to see what external URL was in play.
Thanks so much for your help
06-13-2024 04:59 AM
Set to "Both" means that it will give the user the option to use the internal services urls (in the Enterprise Parameters) as Option 1 as well as any configured in the "External Data Locations Information" configured on the phone as Option 2.
So, in the end, it was behaving as programmed which is annoying at times....lol Nice find!
Maren
06-13-2024 05:16 AM
06-13-2024 05:43 AM
Precisely! Had there been, there would have been an Option 2. Without, CUCM was presenting only Option 1.
(I've been doing this stuff for nearly 25 years and I learned something today. It's a good day! Thank you.)
May I suggest that you mark your answer as the "Solution"? That will help folks that google this later on.
Maren
06-13-2024 05:52 AM
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