I have a Cisco Telephony environment I am helping to support.
We have an interesting issue that I cannot seem to find an answer for and I am hoping someone here has run into this issue before or has some pointers they can suggest.
When a person calls from outside, reaches the call handler and then enters a DN to be transferred to, we receive the “Wait while I transfer your call” and then “I do not recognize that as a valid entry”.
Here is the thing, it works for every DN except one, that we know of.
For example, if the caller enters DN 3904 it works, if they enter 3930 it works. However, if they enter 3925 we get the not a valid entry error message.
Now, DN 3904 has no mailbox, 3925 does and is a User in Unity. In addition, we have the setting “Allow Transfers to Numbers Not Associated with Users or Call Handlers” on the Greeting, but again only this one extension does not work.
I have checked the User in CUCM and CUC, checked the devices, and ensured they are using the correct CSS, and other settings match to DN’s that do work.
I’m not sure what else to look at, so I’m looking for any advice that can help me solve this issue.
Solved! Go to Solution.
OMG – You are the MAN!!!
I didn’t even think about looking at that, but it looks like this extension was originally configured for someone else at one point, and the Transfer Rule had an Alternate Rule for an external number. This Alternate Rule was not required for this new user.
I turned that off leaving the default Standard Rule, tested, and BAM was transferred to the extension!
I knew another clear mind would help resolve this!!!
Thanks so much for your assistance.