Unity/Unified CM Administration 11.7 Calls not transfering to voicemail

[MarkBarnum2823]

We have a Unified CM Administration 11.7 system which for all but one user calls coming in which don't get picked up go to voicemail.  For one user, the incoming call rings but does not transfer to voicemail. The voicemail does appear to be working if the one user calls in on the phone.

I'm new to Cisco.  Any recommendations where i should begin looking?

Thanks

[Rajan · Accepted solution]

Hi Mark,

you need to check the Directory number configuration for that user and confirm whether forward to voicemail check box is checked and the calling search space for the corresponding lines are selected in order to reach the VM pilot number.

HTH
Rajan
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[Nithin Eluvathingal]

Is your users call forwarding setting something similar to the below.The below settings  forward the call to Vm for no answer,Busy, or unregistered. Also make sure that you have applied Voice Mail Profile for this user.