Voicemail pilot number does not work anymore

[riderfaiz]

HI everyone,

         Hope you can help. Our voicemail pilot number (called from outside) stop working...someone in the team may have change and deleted something but do not know what.

        We have a CM and CU running v 11.5.

We have the public voice pilot number 621-688-7000 used to work. We also have internal 7000 and 6666 pilot number are still working.

       When we call the 621-688-7000...instead of hearing a message asking for extension and pin, the system route to our default main line, which is an auto-attendant/call handler.

        So what should I check and how to make it to work again?
       

         Thank you for your help in advance.

Takami Chiro

[Vaijanath Sonvane · Accepted solution]

Hi,

1. Is your main number 621-688-7000 translating to internal number? If yes, find out the internal translated number. If not, go to step 2. 
2. In Unity Connection, check Direct Routing Rule for 621-688-7000 (or for the translated number).
3. And make sure:

• The Direct Routing Rule is Active
• Send Call to is set to Conversation (Sign-In)
• Dialed Number equals to your Main Number.

Below is the screenshot for your reference:

[riderfaiz]

Hi Vajanath,

Good morning. I will check and follow the steps you provided in a moment. Let see how it goes and will keep you posted :)

Thank you for your help. Stay in touch.

Takami Chrio

[riderfaiz]

Hi Vajainath,

I just checked my system... our internal number is 6666 and 7000 but I could not find those in Unity. I could not find the direct number in Direct Routing Rule.

In Call Manager, I could see 6666 in the Voice Mail Pilot in the Advanced Features but not 7000.

So what should I do? Thanks

Takami Chiro

[Vaijanath Sonvane]

Hi,

In your original post you mentioned that 7000 is working internally. Is it working or not?

Also, do you have SCCP or SIP integration with Unity Connection?

[riderfaiz]

Also... may I ask how do I check if there is in internal translated number...the setting is in CM ?

Thanks.

[riderfaiz]

Actually I just tried to follow your steps. And it works!! I did a back trace in CM... find out the CM is using the 6000 as route pattern to end up a setting in Route List which has two sip_trunk setup which that includes our Unity IP address. So fully working now!

Thank you very much for your great help! Happy Holidays!

Takami Chiro

[Vaijanath Sonvane]

I am glad that your issue is resolved. Happy Holidays!