Unity Connection 10.5 Auto Attendant does not transfer calls

[Aaron Banks]

I built a simple system call handler - press 1 for directory, 0 to leave a message.  When I press 1 for the directory, I can type in the last name and I end up hearing the correct extension.  Then I hear "wait while I transfer your call", I hear dead air, then I hear the system call handler announcement again.  The caller is never transferred to the extension.  Where can I begin to troubleshoot this problem?  It worked when initially implemented but has stopped working.

[Jaime Valencia]

You can use the port status monitor to see exactly what it's doing thru your config, make sure you have the transfer settings of your user set to ring their phone, or reach VM, depending on what you want to do.

[Aaron Banks]

Thanks Jaime, I'll give that a shot.

[Aaron Banks]

After hours the front desk phone is forwarded to a translation pattern which is then masked and sent to the auto attendant unity connection.  The port monitor shows the call coming in from the forwarded number (via the forward routing rule), the AA greeting is played and then the transfer is initiated, but then the call comes back to the auto attendant and the number showing is the same I request the transfer for, if that makes sense.  The transfer never seems to occur.  I've changed calling search spaced, check the trunk, reset the trunk, reset voicemail ports, etc.  I have another input which is 0 to go to a general mailbox - that works.  I even stopped using the voice recognition for the system directory and went to spell by last name.  That didn't make any difference.  I guess my next step is to get rid of the translation and set up a CTI route point.

[Aaron Banks]

If I call from outside and have someone physically transfer me to the auto attendant, the voice activated transfer works. If I test from inside, it works. It's when the call forward is activated on the main phone and an external caller calls, then unity does not transfer the call. There is a SIP trunk in between CUCM and CUC.
So outside caller-->inside user initiated transfer - OK
Inside caller calls main AA --> transfer - OK
Outside caller to forwarded phone --> transfer fails

[Aaron Banks]

I've tested by putting a phone on call forward to voicemail, gone through the AA and the call still does not get to a unity voicemail box.  It is returned to the attendant.  I've forwarded that same phone externally, same result.