Unity 4.0.4 call transfer does not work

[nspoftech]

User dials in to retrieve voicemail and decided to forward calls to a cell phone. Unity indicated that calls will now be forwarded to the following number: xxxxxxxxx. However, all calls still goes to voicemail? When reviewing Unity's "Transfer incoming calls to subscriber's phone?" the xxxxxxxx number is in "Yes, ring subscriber at this number: " However, it is not selected. When selected, it still goes to voicemail. Is this a bug or am I missing something?

Thank you.

[lindborg]

Switch integration?

If it's setup to transfer to a particular number then it should be at least trying it - it could be failing, however, and we're coming back to the greeting. Is it a release or supervised transfer?

If you change the number to a local extension off the switch you know works and test it that way, does the phone ring or no? I've seen a number of cases where the external number was not being allowed by the switch off our ports and it fails right away and we go to the greeting - it sounds to the user like we're not even attempting to do the dialout.

[nspoftech]

it's currently set on Supervise Transfer

Trying the different combinations as described did not work either (transfer to a cell phone or internal extension). If we go to call manager and tell call manager to forward to the cell phone, it works fine.

We used to be abled to use Unity to set forwarding.

[eschulz]

Unity does not do forwarding. That is done by the phone system. If the phone system is set to forward your calls to Unity, then Unity will take those calls and route them to your mailbox. This is done by the Forwared Calls routing rule in Unity.

Unity's transfer settings come into play when a caller dials an extension while in Unity's auto-attendant. The following document has some great detail on call routing within Unity...

http://www.ciscounitytools.com/Applications/Audio%20Text%20Applications%20in%20Unity.doc

Regards,

Eric

[nspoftech]

Used to work in version 3.x. Users were able to dial in, access their voicemail and then forward calls to their cell phone.

When we upgrade to 4.x, this function no longer works. If you log into voicemail, the options are there for you to forward. I believe it's #4, #4 and #2, type in the number.

I also understand that CM should handles the call forwarding. I'll look at the document.

Thank you.

[eschulz]

Hi,

I guess I'm not clear on what exactly you expect when using Unity to foward calls to cell phones. Here's what I'm guessing...

- A caller rings 1234's phone

- CCM forwards the call (RNA) to Unity

- Unity answers the phone and routes it to 1234's call handler

- Now from here you'd like Unity to immediate transfer the call 1234's cell phone?

(The default behavior for Unity on such forwarded calls is to bypass the transfer rules and go straight to 1234's greeting)

If this is not what you are trying to do, can you please explain?

Regards,

Eric

[nspoftech]

They way I am doing this was incorrect. A user have to call the autoattendant, the autoattendant rings the extension, then unity forwards it to the cell. Before I was dialing the extension directly. I have to go through the autoattendant.

There's still a tiny problem. Unity is forwarding the call to the cell, however, when you the try to pickup the call on the cell, you hear nothing and the caller gets the voicemail.