RDP calls to cell phone go to Cell phone vm

[itsupport@blythedale.org]

We have 3 guys that handle the helpdesk calls. When a call comes in, it rings a hunt group number.  The 3 guys desk phones are in the hunt group. With RDP, there cell phones also ring.

What I noticed is that if someone presses ignore call on the cell phone, you are able to leave a vm on that particular cell phone.

Is there a work around solution?

[Andrew Skelly]

On many cell phones, pressing Ignore results in the call being sent immediately to voicemail.  Since the voicemail is picking up, this is considered an answered call.  Easiest solutions would be to have the users NOT press "ignore" on their cell phone and instead just silence the call or have them disable SNR/Mobility to their cell phone until they are away from their desk and/or have a need for it to forward to their cell.

[Jaime Valencia]

SNR provides timers to prevent that from happening and you usually need to fine tune them to prevent the mobile VM from picking up the call, but that would be if they just let the phone ring and the timeout expires and you go to VM.

As Andrew pointed out, this is the users causing this to happen, no way to fix it from the CUCM side since they're causing the SNR call to be answered by their VM.

This really is user education to not do that, or to adjust the settings in their mobile (if possible) to not send the call to VM if they press decline.