Problem with personal greetings in Cisco Unity v8.6

[paulmaddison]

Hi all,

I'm currently having a problem with personal greetings in Cisco Unity v8.6. I am based in the UK and am able to record personal greetings with no problems, and they play as I would expect them to. My customer is using the same CCM and same Unity server but is based in Germany. When she records her message in German I can listen to in Unity and it plays fine. However, when the telephone number is called and the call diverts to voicemail, users hear an English message that states the customers name. I can't understand why the callers on not hearing the message that has been recorded by my customer.

I have attached a screenshot showing the standard message that has been recorded and should be played...

Any help would be appreciated.

Thanks

Paul Maddison.

[Jonathan Schulenberg]

The mailbox language is either not set to German (defaults to 'Use System Default' which is US English), or the call is not arriving on a Forward Routing Rule that is changing the language to German. If you want an alternate language to play you must instruct CXN to switch to this language.

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[paulmaddison]

Hi Jonathan,

Thanks for the quick reply.

I have checked the mailbox language for the customer, and it is set to German.

With regards to our "forward routing rules", they are all set to "inherit language from caller". Perhaps this is the bit that isn't working?

Thanks

Paul.

[Nishant Savalia]

Hi Paul,

I think you must have created a separate call handler under which the message has been recorded?

Please check the option "Send call to " into the Forward Routing Rules  of Opening Greeting. It should be your customized call handler.

Then go to that call handler ------>Edit-------->Greetings---------> Standard-------->Callers hear to "My personal Greeting".

If still nothing works then please collect the trace with the help of any tool that you use (port status monitor / port usage monitor etc...)

Thank you,

Nishant

[paulmaddison]

Hi Nishant,

Thanks very much for the advice. Appreciated.

This actually turned out to be something really simple. The users voicemail box was set to "inherit language from caller" from within the message settings of the mailbox.

I have now selected this as German and all works ok.

I now understand that the "inherit" option is only applicable to internal callers and not external callers.

All now works ok.

Thanks for your help.