Interview Handler with extension to transfer to

[Jerrytech1]

I created an Interview Handler and assigned the extension as 1118820. In CUCM I created the DN 1118820 FWD ALL to voicemail.

However, when I call 1118820 I don't get the Interview Handler, I get the generic main greeting you get when a number is forwarded but doesn't have a mailbox.

What am I missing?

[Jerrytech1]

FYI I tried creating a CTI RP with the line and that did not resolve this.

[Brad Magnani]

This is most often a case where the forwarding/redirecting # isn't arriving as you're expecting, or CUC is configured to look at a different redirecting field.  You can run the Port Status Monitor from RTMT to see what the First and Last Redirecting digits are.  Then you can be sure how it's arriving for starters.  

Then depending on the setting of the Use Last (Rather than First) Redirecting Number for Routing Incoming Call check box on the System Settings > Advanced > Conversations page in Cisco Unity Connection Administration, that's how CUC will evaluate incoming extension matches.

Another possibility is that the forwarding rule that your incoming call is hitting, is configured to use a Search Space that doesn't contain the partition that your Interview Handler may be in.  This will cause default opening greeting to play by design. 

Brad

[Jerrytech1]

If I assign the number as a standard mailbox user, it answers. The Interview Handler is in the same partition as all my System Call handlers.

[Brad Magnani]

Interesting... I just tried it and got the same behavior as well.  I'll do some investigation and let you know if I find anything.  In the meantime, you can workaround the issue by creating a Forwarded routing rule with a condition that matches Forwarding Station exactly for 1118820 and select to send it to your Interview handler.

[Jerrytech1]

I got around it by creating a standard mailbox for 1118820, no greeting, transfer to the Interview Handler, go to greetings.

[Brad Magnani]

Apparently after all these years, this is expected behavior.  I've just always seen routing rules used to direct calls to Interview Handlers.  The logic to match on an Interview Handler wasn't designed the same as matching on a user or system call handler.  We'll request that the documentation gets updated to clarify this. 

[Elliot Dierksen]

I will second what @Brad Magnani said. I haven't had to do an interview handler in years, but my recollection was that this is expected behavior. I would change one item about what @Jerrytech1 recommended. Use a regular call handler with no greeting that transfers to the interview handler after the greeting. My reason for this is that a mailbox will consume a license where a call handler will not.