Cisco Unity as an Auto Attendant - Engaged if more than one user calls it

[simon.preston]

Hi this is probably really simply, but I have Cisco Unity setup as an auto attendant so we can have menu options on a certain extension. This all works fine but it only allows a single call to it at once, we have 6 lines in total so would want this many theoretically to all be accessing the auto attendant at the same time - currently if more than one person dials the extension it is engaged.

Thankyou

Simon

[Jaime Valencia]

What is the call flow, and how is the integration configured???

[simon.preston]

Excuse my lack of knowledge, but simply as I understand it is Calls come in via PSTN > Hit our gateway and are routed to CUCM > I've set the extension to route all calls to this DN to voicemail > Setup a system call handler in Unity for that extension, picks up fine and takes user input as I want. It's just it only lets a single call through the the voicemail/system call handler at a time. But we do only have a single voicemail box licence, could this be the issue? Or could it be because we only have a single port setup on Unity?

Hope that makes sense!

Simon

[Roger Kallberg]

Hi,

It's because you only have one port. To be able to handle multiple calls you need to have more than one port in CUC.

Sincerely

Roger

[Rob Huffman]

Hi Simon,

Your issue here is due to the fact that you only have a single VM Port built for the integration. The number of ports is equal to the number of concurrent calls the system can handle. So, you will need to add more VM Ports to handle more concurrent calls to the AA. Check out this doc;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/9x/integration/guide/cucm_sccp/cucintcucmskinny/cucintcucmskinny020.pdf

Cheers!

Rob

[simon.preston]

Great, that gives me somewhere to look at, and am I correct in thinking the ports need adding on Unity (Telephony Integrations > Port) and also to CUCM under Advance Features > Cisco Voice Mail Port ? So say I add 4 extra ports to Unity I also need to add 4 extra ports to CUCM?

Thankyou

[Roger Kallberg]

Hi,

Yes you need to add the ports on both sides.

Sincerely

Roger

[Rob Huffman · Accepted solution]

Hi Simon,

That is exactly what needs to be done;

Changing the Number of Voice Messaging Ports

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/7x/integration/cucm_sccp/guide/cucintcucmskinny/cucintcucmskinny230.html#wpxref70834

In CUCM you can also use the Voicemail Port Wizard;

Cisco Voice Mail Port Wizard

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/9_0_1/ccmcfg/CUCM_BK_CDF59AFB_00_admin-guide-90/CUCM_BK_CDF59AFB_00_admin-guide_chapter_0111101.html

Cheers!

Rob

[simon.preston]

Great stuff, makes perfect sense now, essentially the voicemail port extension numbers are a hunt list/line group!

Thanks Rob & Roger, much appreciated.

[Rob Huffman]

Hi Simon,

You are most welcome! Glad to be of some small help,

Cheers!

Rob

PS: +5 to my friend Roger for consistently beating me to the punch here :)

[Roger Kallberg]

Thanks mate, (+5) to you too for keeping me on my toes. :)