Forwarding a call by CUCM not working correctly

[David Watson]

First post, so please be gentle

One user, 2 phones, 2 different DN's,

old number os forwarded to new number.

new number has Unity voicemail set up.

Unanswered calls to new number go to voicemail correctly,

calls to old number are forwarded to new number, then Unity asks you to log in to

a mailbox, rather than allow you to leave a message.

This is the first time we have come accross this, any ideas?

Thanks.

[Steve Ballantyne · Accepted solution]

Hello David,

You are getting the general Unity recording because the call is coming in for a phone number that it does not associate with any mailbox (the old number).  What you want to do is to add the old phone number as an alternate extension to the new mailbox.

In Unity ...

1) Users > Users - and then search for and open the NEW mailbox.

2) Edit > Alternate Extensions

3) Add New button.

4) Enter a display name (description) and the extension of the OLD mailbox

5) Click Save.

That *should* fix it.

[Rob Huffman]

Hi David,

First off, welcome aboard One quick tip, it's best if

you can identify the systems and versions you are running

Like; Unity Connection & CUCM 8.6(2a) or whatever. If you give the

numbers (DN's) involved as well, we can give you a more accurate response

There are a few ways to deal with this issue. #1 would be to add the

"Forwarded" extension as an Alternate Extension under the "forwardee" VM account.

So if the old number is @ 4455 and the number where you've forwarded to is 6555.

Go to  6555 Edit > Alternate Extension > Add new and assign 4455.

or

You  could create a Voicemail Profile in CUCM called "6555 Transfer or  whatever"  which points to DN 6555 (**Voicemail Box Mask = 6555).

Apply this new  profile to 4455 (under DN config page VM-Profile) and  when calls route  through 4455 and forward to voicemail they will  receive the 6555  Greeting etc.

Cheers!

Rob

"go easy...step lightly...stay free " 

- The Clash

[David Watson]

Thanks to both for your replies

I followed the 'Alternate Extenion' route and it seems to have worked.

We thought it was something to do with the original extension not having Unity, so the forwarded call, when

not  answered, would revert to the original extension voicemail box, but since it didn't exist, it couldn't!

(That is easier to tink about than to explain )

First posting, so I wasn't sure how much detail to give, I'll add more next time