Converting departmental lines from shared to hunt group for CDR report

[byronmcneil]

Hello Team 

I have a task that has several Main lines (With Voicemail) for inbound calls, all set to shared lines and I want to convert it to a Hunt group with each user having an extention. I wanted to forward the main routable DID to a non routable to be able to transisition later to UCCX. This method was thought out although how would I get the calls to go to Voicemail when the office is closed?

They just want the line to ring into selected user/agents to take the call if no one it there it should go to VM. the department label on each user line will denote which department office is calling. Some agents get mutiple offices lines. I should be able to run CDR to give them reporting on all calls and who answered

Pilot / Label	Alt Extension	Department		NAME	Phone Mac
2150005703	515703	Office 1		Agent	Agent 1	XXXXXXXXX
	525703	Agent			Agent 2	XXXXXXXXX
	535703	Agent			Agent 3	XXXXXXXXX
	545703	Agent			Agent 4	XXXXXXXXX
	555703	Agent			Agent 5	XXXXXXXXX
	565703	Agent

[byronmcneil]

[byronmcneil]

[Maren Mahoney · Accepted solution]

If I'm reading your posts correctly, you have a Hunt Pilot with a DN of \+12150005703. And you have created a call routing rule where the Dialed Number includes that string it goes to the System Directory Handler.

You can change the "Send Calls To" section of the Call Routing Rule (I'm going to assume you made this a Forwarded Call Routing Rule and not a Direct) to send to the voicemail box of the original DID number. (That is what I understand you want to do.)  Choose: User with a Mailbox, and select the voicemail box that has the DID number on it.

Maren

[byronmcneil]

VOICEMAIL , users cannot retreive VM from their phone as before the extension was configured for.

How do I allow then to retreive VM now 

[byronmcneil]

Hello Maren

It seems the only way I can get the users to access the VM from the main line is to use the back door method to VM pilot and hit Star, enter number and Pin.

Second I notice the calls are reporting in on the CDR with the incorrect time stamp. is there any resolve for this ?

Date/Time connected	Date/Time disconnected	Duration	Calling Party	Called Party	Final Called Party Number	Dest. Device Name	Call Answered	Call Abandoned	Call Forwarded Due to No Answer(FONA)	Call Forwarded Due to Busy (FOB)
NA	12:23:30 PM	0	17044929615	12150005703	515703	SEPECCE13DB7FC0	N	N	N	N
12:24:33 PM	12:25:28 PM	55	17044929615	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
NA	12:34:13 PM	0	17044929615	12150005703	12150005703	SEPECCE13DB7FC0	N	Y	N	N
12:57:01 PM	12:58:28 PM	87	17044929615	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
NA	1:00:30 PM	0	17044929615	12150005703	12150005703	SEP1859F5EE3C31	N	Y	N	N
NA	1:15:08 PM	0	12152757172	12150005703	12150005703	SEP549FC60B58CC	N	Y	N	N
1:17:10 PM	1:17:52 PM	42	16103924489	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
1:18:00 PM	1:18:17 PM	17	12152141600	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
1:20:26 PM	1:24:26 PM	240	12676900687	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
1:27:44 PM	1:30:46 PM	182	12152141600	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
NA	1:28:26 PM	0	12152141600	12150005703	12150005703	SEPA03D6EB94E04	N	Y	N	N
1:35:26 PM	1:35:51 PM	25	12152141600	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
1:35:52 PM	1:35:55 PM	3	12152141600	12157282686	12159990030	CP_12159990030	Y	N	N	N
1:35:55 PM	1:42:44 PM	409	12152141600	587203	587203	SEP8C941FFFFF0E	Y	N	N	N
NA	1:40:38 PM	0	12152141600	12150005703	12150005703	SEPECCE13DB7FC0	N	Y	N	N
2:04:12 PM	2:07:34 PM	202	12159896862	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
NA	2:47:23 PM	0	18554268628	12150005703	12150005703	SEPECCE13DB7FC0	N	Y	N	N
3:00:10 PM	3:13:53 PM	823	12673123526	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
NA	3:15:16 PM	0	12672594458	12150005703	12150005703	SEPA03D6EA844DC	N	Y	N	N
3:38:43 PM	3:38:56 PM	13	12674562480	12150005703	555703	SEP549FC60B58CC	Y	N	N	N
NA	3:40:27 PM	0	12674562480	12150005703	12150005703	SEP549FC60B58CC	N	Y	N	N
4:14:21 PM	4:14:37 PM	16	16104270220	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
4:14:37 PM	4:47:24 PM	1967	16104270220	12157282600	12159990097	CP_12159990097	Y	N	N	N
4:21:15 PM	4:22:18 PM	63	12157656626	12150005703	515703	SEPECCE13DB7FC0	Y	N	N	N
4:22:38 PM	4:23:31 PM	53	12157656626	12157282713	580001	TSJCUCPUB	N	N	Y	N
4:47:24 PM	4:47:28 PM	4	16104270220	587101	587101	SEP689E0B29AFB5	Y	N	N	N
4:56:21 PM	4:56:34 PM	13	12159418020	12150005703	580000	TSJCUCPUB	N	N	Y	N
5:14:26 PM	5:15:05 PM	39	12155182307	12150005703	580000	TSJCUCPUB	N	N	Y	N
5:35:54 PM	5:36:34 PM	40	12152141600	12150005703	580000	TSJCUCPUB	N	N	Y	N

[Maren Mahoney]

Do you mean that all users have to identify themselves and then put in their PIN, or do you mean that checking the voicemail of the Hunt Pilot VM box is requiring users to identify that specific VM extension and then enter the PIN? I hope it is the latter, and that would be expected behavior.

As for timestamps, they are given by CUCM in the CDRs and are usually UTC.

Maren

[byronmcneil]

Ok , the hunt pilot does not have a VM box the translated main DID has the VM box. The rule in UC points unanswered calls to the VM box of the main DID. So they have to access this through the back door access to VM pilot.

We have another issue 

There’s a problem with x5703.  Phones are only ringing 2x then transferring call to Cisco unity connection messing system. We’ve been missing calls all afternoon. Please correct ASAP.  Let’s make sure all the bugs are worked out before converting another line.

[byronmcneil]

The calls does not go to the actual VM Box its going to the pilot and not allowing the caller to hear the greeting so no VM left. not sure how to get non answer calls to this VM box for XXX5703

[byronmcneil]

[byronmcneil]

I done what you stated exactly above, and the callers get the generic VM greeting as if they called the pilot 580000

it does not go to the VM box like I would have hope

[TechLvr]

How many digits does CUCM send to the Unity Connection? Can you share a screenshot of your voicemail pilot 580000 settings page including the “voice mail box mask” section? 

[byronmcneil]

Hello Techtran

I was able to resolved this by using a CIT_RP instead of a translation pattern, for the main DID to Hunt pliot

works now

[byronmcneil]

It is working as you discussed by sending the call to the VM Pliot -- Awsome just needed the correct CSS as discused

the calls are routing from Main number to the Hunt pilot and ou to the group of agents. no answer calls go to VM, as Hunt pliot dictates. YESSSSSSSSSSSSSSSSS

[byronmcneil]

I built a call flow with RP to a hunt pilot to user / agent separate extensions to gather reporting information on calls. (Thanks to Maren) I was able to get the caller to the main VM box through the hunt pilot number forward to VM pilot. I also had to configure a Rule on UC to send the calls to VM. Now! Do anyone know how to get the  VM for these lines active on the hunt group members ? 

There is no indications of them getting VM,  it would be great to provide a solution to this. 

[Maren Mahoney]

In Unity Connection go to the VM box that the hunt pilot flows into. Find the menu item "Message Waiting" (or it might be "Message Waiting Indicators"). You can add additional DNs that should have MWI for this voicemail box. Keep in mind, though, that there will be no way for a line group member to know if the MWI is on for their own DN or for the hunt pilot's VM box.

Maren