Trying to log into VM box instead of transferring to users VM

[sblizzard]

First:

Cisco Unity Connection version: 8.6.1.20000-109

CUCM: System version: 8.6.1.20000-1

I have an issue with Unity.  Whenever I dial an extension that has a VM box, instead of transferring into the called numbers box, I get prompted to enter my PIN for my mailbox.

Any help would be greatly appreciated.

Thanks,

[Chris Deren]

SIP or SCCP integration?

Make sure "use external phone number mask" is not cheked either on the Route Pattern with SIP or Hunt Pilot with SCCP.

Chris

[sblizzard]

Chris,

Thanks for the quick response.  I am using SCCP and checked the Hunt Pilot and "Use External Phone Mask" is NOT checked.

[Chris Deren]

Another thing to check is make sure you have default Routing Rules on UCON and no weird rule was applied.

Chris

[sblizzard]

I don't see anything that looks weird.  This worked as it should at one time, but does not now.  I am not sure what changed, but I cannot find anywhere that even remotely looks like the right option to look at.

[Chris Deren]

What are you seeing on Port Viewer?

Is the VM Profile on CUCM configured properly?

Chris

[sblizzard]

The VM profile looks good.  I have not installed the Port Viewer yet, but will first think in the morning.  I have to run out to take care of a few things.  Thanks for your help today.

[Matt McAuley · Accepted solution]

Had the same issue.

Make sure you VM profile mask is sending the correct extension digits IE XXXX

Now go into CUC and select forwarded transfer and rule 1 change the action from attempt transfer to attempt login, save then back into rule 1 and change to attempt login again. Reboot if no affect

Sent from Cisco Technical Support iPhone App

[sblizzard]

Thanks to Matt for the answer and Chris for all the help (and for showing me the Real Time Monitoring Tool).  I changed the Forwarding Rule to "Attempt Transfer" (it was on Attempt Sign In) and all is back to normal.

Thanks again,

Steve