Isuue with schedules in Unity 4.2

[mightyking]

Hello Experts,

I have been experiencing a very weird problem. I have a CTI route point (8888) which points to a hunt group (8604). In the Unity I have created a custom schedule. In the open option of the CH, I am asking the system to ring the hunt group pilot number (8604)and it works fine. In the close option I am asking the system to ring another internal extension (8916) but as soon as the schedule is set to close, the call goes to 8888's voicemail without ringing the extension (8916). This problem has been bugging me for few days. Do you guys have any idea why this is happening?

Thanks,

MK

[mightyking]

Deji,

Although I can receive multiple calls on my extension (8916) but I tried calling 8888 from another extension with the same result. The call is forwarded to the voice mail when the time is after hour.

Thanks Deji,

MK

[Ayodeji Okanlawon]

Mk,

Can you go to your call routing table. If you have anything conmfigured can you send me a screen shot of both your forwarded calls and direct calls.

[mightyking]

Sorry for the delay Deji. I thought you gave up on this case. I am still having problem with the close schedule of the call handler. It still goes to the voicemail. Here's the print screen of the call routing config for 8888.

You help is very much appreciated,

MK

[mightyking]

Sorry, here's the file.

Thanks,

[Ayodeji Okanlawon]

MK,

If you want to use call routing, then you will have to create another call routing rule that will be assigned to the closed schedule.

Just as you have the call routing for helpdesk open, you will need a call routing rule for helpdesk closed.

You will then send this to the CH for helpdesk closed.

However, since you have previosuly defined your CH, you can delete the call routing and you will be fine.

You dont need to use call routing to make this work. This is where your problem has been. Call routing will take precedence over evry other thing you have defined and since there is no call routing rule for helpdesk closed it wont work.

So solution is this;

Do one of the following:

1. delete this call routing rule or

2. Add a new call routing rule for helpdesk closed and assigne it to the closd schedule.

Take a look at this link and see how I have done mine.

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Unified%20Communications%20Applications&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbfd0fa

[mightyking]

THANKS Deji, it worked.

I started by removing the call routing for HelpDesk-Open but it didn't work. Even the open schedule was going directly to the voicemail. There's something that I don't understand; I have an Auto Attendant (AA) which is configured exactly the same way. I am not using any closed call routing for the AA but it works fine but HelpDesk call handler was not working with the same config.

Now that you helped me to resolve this issue; please tell me how can I configure a voice mail for the helpdesk call handler. How Can I send the voicemail to every member of the helpdesk group. They are 4 people answering the calls. Is it possible to do so?

Thanks again Deji,

MK

[Ayodeji Okanlawon]

Let me understand you.

Do you mean you want to setup a group mailbox for the users?

As in you want them to have only one voice mail and for any one of them to be able to listen to it?

[mightyking]

That's right. The extension is 8888 and 4 people are answering this number. I have a mailbox configured for 8888 but it doesn't seem to work. What I need is; when a call comes in, it rings the extensions of HelpDesk and goes to the voicemail in the case when nobody answers (During the open hours only). We need the received voice mail to be dispatched to all members of the group and if one of them deletes the message then it's deleted from 8888's voicemail. I associated a distributed list with 8888 but the voicemail doesn't kick in in order to test if the distribution list works. Is that how we do it?

Thanks,

MK

[Ayodeji Okanlawon]

here is a post from Rob Huffman on how to how to do this..

In this example we are going to do what you are trying to do as well as Light the MWI Lamp on the phones within the Line Group when a Message is left for the group. We will need to setup a second "Dummy" line on the Line Group member phones for the Messaging portion of the config.

Lets say the Hunt Pilot number is 5999 and the Dummy Extension on the Line Group member phones is 2355. Set the Hunt Pilot to Forward (CFNA) to the Unity Pilot # 5000.

Create a mailbox for 2355 with 5999 as an Alternate Extension. When the call routes through to Unity via the Hunt Pilot No Answer Unity should see the CLID of 5999 which will then be connected to the Mailbox on 2355.

The only thing to verify is what CLID number is being passed to Unity should be 5999 in this example). You may need to configure the Originally Dialed number (whatever it is) as an Alternate Extension on 2355 as well.

Have you looked at using this feature?

Alternate Extensions

On the Alternate Extensions page for a user account, you can enter phone numbers to set up alternate extensions in addition to the primary extension of the user. Alternate extensions can be used for various reasons, such as handling multiple line appearances on user phones. Alternate extensions can also make calling Cisco Unity Connection from an alternate device,such as a cell phone, a home phone, or a phone at another work site more convenient.

When you specify the phone number for an alternative extension, Connection handles all calls from that number in the same way that it handles calls from a primary extension (assuming that ANI or caller ID is passed along to Connection from the phone system). This means that Connection associates the alternate phone number with the user account, and when a call comes from that number, Connection will prompt the user to enter their password and log on.

From this doc;

http://www.cisco.com/en/US/products/ps6509/products_administration_guide_chapter09186a00805570b6.html#wp1040977

Then tweak the Message Lamp Setting in CCM for the 2355 Line appearances;

For the Line Setting on 2355 (each phone)-

Line Settings for this Device - Changes affect only this device

Message Waiting Lamp Policy - Light and Prompt

The RED Message Lamp will then work for these Second lines on each phone.

Hope this helps!

Rob

[mightyking]

Deji,

I tried Rob's great solution but not lucky enough to make it work. I am attaching the print screen of the config. Please let me know if I am missing something.

Thanks,

MK