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iDivert not working with shared line

Level 1
Level 1

I have a directory number that is shared across multiple phones.  We're trying to send calls from specific numbers to voicemail.  I have a voicemail box set up, but when we test it nothing happens when pressing iDivert softkey button.  Doesn't iDivert work with shared numbers?

7 Replies 7

Is your Unity Connection integration SCCP or SIP? If it is SIP, then iDivert requires that the Allow QSIG During iDivert CallManager service parameter be set to True for iDivert to work. (And you'll want Use Legacy Immediate Divert service parameter set to False.)

Are these parameters already in place? If so, I'll go set this up in my lab and take a look at the trace. The documentation makes no mention of a restriction for shared line appearances, but that doesn't mean it will work either.


We use SCCP. During my testing, the option is there to select iDivert, but absolutely nothing happens when you try to select it.

Huh. And there is no message on the phone, like "Key is not active" or anything?

I assume the callerID you want to divert is an inbound call from the PSTN - What kind of gateway/trunk is it? (SIP, MGCP, etc.)

Do you have the Use Legacy Immediate Divert parameter set to true or false?

Is the number the originator dialed the number of the shared line appearance, or is there a forwarding hop in there?


No message at all. You press iDivert and it just keeps ringing. It's an MGCP gateway. Sorry, I mis read your earlier comment about legacy iDivert. Currently, Use Legacy Immediate Divert is set to true. No forwarding loop.

I've changed Legacy service parameter to False.  Next I set up another extension and shared it across 2 phones, then made a test call and the iDivert worked as expected.  Lastly, I tested the original line that i'm trying to get set up for and when I called, nothing happened, i.e. I press iDivert and the call continues to ring and does not actually divert the call.  Any ideas?



Hi Maren,
I am running into the similar issue but getting the error: "This key is not Available" error.
We have CUCM ver.14 and SIP CUC integration. iDivert settings are as follows:

Use Legacy Immediate Divert = True,     Allow QSIG during iDivert = False

Do I need to change these settings because we are on SIP integration?

If I change the above Service parameter, would it be service affecting ? would it reset anything ?

I have also found in ver14 guide that iDivert does not work with Hunt Pilot DN's and if the CFNA settings are enabled on DN.

Your help would be much appreciated.



The first thing I'd say is to make sure you read all of the iDivert chapter of the Feature Configuration Guide and make sure you are following all of the configuration requirements:

Feature Configuration Guide for CUCM 14.x - Chapter: Immediate Divert 

From your post I would guess you are already aware of the doc, but it clearly shows that "Allow QSIG during iDivert" must be set to True for SIP voicemail integrations.

That setting allows additional headers in SIP Invites during an iDivert action. Changing that parameter would not affect other call processing. I don't know off the top of my head if any services must be restarted for that parameter change to take effect, but if you bring up the Help for the parameter (the link in the Service Parameters page) it will tell you if that is the case.

I think Use Legacy iDivert can be set to True in your case, but you'd have to test that.