Unable to send calls to Voicemail from CUPC for external calls

alalli · ‎04-30-2012

Hi All,

We have the CUPC client installed and working here, but I am not able to use immediate divert to voicemail on the CUPC client for external calls.

The used desk phone for audio box is ticked.

When an internal call comes through; I can push that call to voicemail.

If the call is external, I get an error message and the phone continues to ring.

When I untick the use desk phone

Both internal and external calls are diverted to the voicemail port.

Can someone please let me know if the divert to voicemail should work when the use desk phone for audio box is ticked?

Thanks for any help

Regards,

Amanda Lalli-Cafini

anchoudh · ‎04-30-2012

Hi Amanda,

Please keep in mind that CUPC 8.x client uses the "Client Services

Framework" Device Type for soft phone and CUPC 7.x uses "Cisco Unified

Personal Communicator" Device Type.

Please refer to the CUPC Soft Phone Configuration section of the

Deployment Guide:

pgrade/deployment/guide/dgclient.html#wp1135277

Also the change in CUPC 8 is that the device change from Desk Phone and

Soft Phone is at the bottom of the Client, where, if everything is

configured correctly, you should have a check box at the bottom saying

Use my Cisco xxxx Phone for Audio. If that box is checked then the Desk

Phone is being used and if it is unchecked then Soft Phone is Used.

Sometimes when you don't see a checkbox, then, the following could be

happening: 1) Only Desk Phone is Configured and working correctly 2)

Only Soft Phone is configured and working correctly 3) Neither Soft

Phone or Desk Phone are working.

Hope it helps.

Anand

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ronpatel · ‎04-30-2012

Hi Amanda,

This sounds to me like the issue when voicemail pilot number is not

configured on CUCM. Go to CUCM->advanced features and there check

configurations for voice mail pilot and voice mail profile. If voice mail

pilot is not set this would affect only deskphone mode in CUPC as you

described.

Regards

Ronak patel

Please rate all helpful posts by clicking stars below the answer

Regards Ronak Patel Rate all helpful post by clicking stars below the answer.

alalli · ‎05-03-2012

Hi All,

It turned out to be a CSS issue on the voice gateway.

Once the voice gateway could call the voicemail pilot, it worked fine.

Thanks so much for your help though.

Regards,

Amanda