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Beginner

New phone extension not going to vm

I just gave a user a phone extension that was his original for many years, I had to give him a new ext. a couple of years ago.  I remember at the time that i gave him the new number i had created a greeting for the old number to say that this number is no longer in service.  This was several versions of Unity Connection ago.  Any way, I am giving him his old number back and it keeps going to the message that says that this numer is no longer in service.  I created it in Call manager version 7.1.5 and am using UC 8.5, it is an alternate number to his current number and is pointed to vm,  but never goes to vm.  I am not sure where it is picking up this greeting instead of going to his current vm.

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Hall of Fame Community Legend

Hi Maximo,

Here's what I would start with

Let's use some example numbers....we'll say the 2 year old number

is 5511 and the more recent number is 6622. Now you are giving the user

back the old extension 5511. In Unity Connection

look for 5511. It's either setup as a user or Call Handler. Whichever

it is, delete it.

Now in Unity Connection find the user at 6622, edit user basics and

change the extension from 6622 to 5511. If you still want calls that route via

6622 to get the user greeting add it as an alternate extension under 5511.

Cheers!

Rob

"Why not help one another on the way" - Bob Marley

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I did not have a Call Handler setup, but I found out what was wrong.  It was setup as Forwarded Routing Rule, I found that that number plus couple of other numbers were set to forward  to a PHGreeting.    Thanks for the reply, it got me thinking.