Busy Greeting doesn't play

[stonb]

Ok, I have my busy greeting recorded and enabled. My phone is set to 4 maximum calls and 2 for busy. Which is the default for CM4. I am running Unity 4.02. Why does the Busy Greeting not answer when I am on the phone? It does work if I change my busy setting to 1 but then I do not see the call come in because it goes straight to voicemail. thoughts?

[lindborg]

Sounds like something coming from further up stream - you can verify this by popping open the CallViewer application (you'll find it in the ToolsDepot on your desktop) and see what comes in for these calls when they forward into Unity - I'm guessing we're getting something other then forward-busy in this case.

[stonb]

You are correct. It shows Ring No Answer. I am on another call though when the call rolls to voicemail. What can I do to fix it?

[joshw]

Did you ever find a workaround for this? I have a similar situation right now? Just curious.

[Ginger Dillon]

Hi -

With the phone set to 4 and 2 for a directory number, that means 2 outbound calls/2 inbound calls and busy trigger set at 2. Since 2 inbound calls are configured, the 3rd inbound phone call will roll to voicemail and get Unity's Busy greeting instead of the standard greeting. For users that want the option of setting a busy greeting, we turn off call waiting, essentially setting the busy trigger on the DN to 1.

Ginger

[k6lw]

Ginger's correct. Just turn off the call waiting, and if you have CM set to forward on busy, Unity will play the busy greeting.

Now what would really be cool would be for CM to flag call waiting no answer calls to Unity as BUSY and not No Answer, since you really are on the phone with another party already.

This would save a lot of user complaints about recording a busy greeting and then never hearing it played.

Lee

[bankofbenton]

I have the same problem. I am running CM 4.0 and turned off call waiting (set the busy trigger on my phone to 1), have the CM set to forward on busy but I never hear my busy greeting. Should I be checking something else?

[Ginger Dillon]

Hi -

Forgive me for asking this, but is your Busy greeting enabled? If it's not enabled, your standard greeting will play by default (unless your Alt greeting is enabled in which case it overides all greetings).

Ginger

[bankofbenton]

I guess I'm confused about what you mean about the Busy greeting being enabled. I have recorded it - Unity tells me that my current greeting is the standard greeting. Do I have to make my Busy greeting the current greeting? Wouldnt that play it every time I didnt answer?

I have the forward busy to voicemail checkbox checked in CM on my DN.

[Ginger Dillon]

Hi -

Using Unity Assistant web page (ciscopca), logon and select Greetings - View Greetings. This shows all of your Unity greetings. For the Busy greeting, is the Enabled column box checked? If not, the standard greeting will play instead, even if the forward busy to voicemail checkbox is checked in CM on your DN and Busy Trigger is set to 1.

Ginger

[bankofbenton]

Yes, my busy greeting is enabled but the standard greeting always plays instead. I tried changing my busy trigger to 1, forward busy to voicemail checkbox checked in CM and busy greeting is enabled. Am I missing something???

[Ginger Dillon]

Hi -

Is your line by any chance a shared appearance on other phones, like a secretary's phone? I believe only if all registered devices that share a line are busy, that new incoming calls will be rejected with a busy cause. You can use Unity's Call Viewer to check to see what status code Unity is getting, i.e. it should show Fwd(Busy).

Ginger