Getting fast busy when dialing VM pilot on the phone CUCM/CUE

[shivani.sharma]

Hello,

I recently setup a SCCP integration between CUCM 11.5 and CUE 11.5. I have a phone registered to CUCM and when I call the phone it goes to the "opening greeting" and then I press the extension (3763247) number followed by # and then able to leave a message in the voicemail box of this extension. The phone gets MWI indicator, but when I try to access the message from the phone by pressing the message button or by dialing the VM pilot number (8060) it gives me a fast busy. I ran the DNA on the CUCM and below is the result. According to the results, everything looks okay, but I dont see CUCM trying to dial out to CUE when I run RTMT and monitor CUE ports and then dial the 8060 VM pilot number. Does anyone know how I can troubleshoot this issue? Is there a way I can do capture of what flow is actually happening when the VM pilot is dialed by this phone and why its not working?

• Results Summary
• Calling Party Information
• Calling Party = 3763247
• Partition = TEST-Internal:PSTN:VM-Pilot
• Device CSS =
• Line CSS = TEST-CSS
• AAR Group Name =
• AAR CSS =
• Dialed Digits = 8060
• Match Result = RouteThisPattern
• Matched Pattern Information
• Pattern = 8060
• Partition = VM-Pilot
• Time Schedule =
• Called Party Number = 8060
• Time Zone = Etc/GMT
• End Device = Cisco-UM1-HL
• Call Classification = OnNet
• InterDigit Timeout = NO
• Device Override = Disabled
• Outside Dial Tone = NO
• Call Flow
• Hunt Pilot :Pattern= 8060
• Positional Match List = 8060
• DialPlan =
• Route Filter
• Filter Name =
• Filter Clause =
• Hunt Forward Settings
• Forward Hunt No Answer
• Forward Hunt Busy
• Maximum Hunt Timer =
• Call Classification =
• PreTransform Calling Party Number = 3763247
• PreTransform Called Party Number = 8060
• Calling Party Transformations
• External Phone Number Mask = NO
• Calling Party Mask =
• Prefix =
• CallingLineId Presentation = Default
• CallingName Presentation = Default
• Calling Party Number = 3763247
• ConnectedParty Transformations
• ConnectedLineId Presentation = Default
• ConnectedName Presentation = Default
• Called Party Transformations
• Called Party Mask =
• Discard Digits Instruction = None
• Prefix =
• Called Number = 8060
• Hunt List :HuntListName= Cisco-UM1-HL
• Line Group :LineGroupName= CiscoUM1-LG
• Directory Number :DN= 3763247
• Partition = VM-Ports
• TypeCFACSSPolicy = Use System Default
• Call Classification = OnNet
• Device :Type= Cisco Voice Mail Port
• Device Status = UnKnown
• Device Name = CiscoUM1-VI1
• Ignore Presentation Indicators = Disabled
• Logged Into Hunt Groups = Enabled
• Alerting Name =
• Dual Mode = Disabled
• Automated Alternate Routing (AAR)
• AAR Group Name =
• AAR Calling Search Space =
• AAR VoiceMail Status = Disabled
• AAR Destination Mask =
• AAR Prefix Digits =

[vikram singh]

Hello Shivani,

Please check if Partition "VM-Ports"is also added in the CSS applied on the phone. Also, try calling the VM pilot number directly instead of pressing the VM Message button.

Thanks

Vikram

[shivani.sharma]

Hello Vikram,

Thanks for the response. I tried adding the "VM-Ports" partition to the CSS where phone is located. I also have "VM-ports" part of the VM-CSS (which also has VM-pilot as a member). Still the result is the same fast busy when dialing the VM pilot number 8060 or by pressing the message button on the phone. Any other ideas?
Thanks!

[vikram singh]

Hello Shivani,

Please confirm if you added Partition "VM-Ports" into Test-CSS.

thanks

Vikram

[shivani.sharma]

Vikram,

Yes I added VM-Ports to TEST-CSS.

[vikram singh]

Hello Shivani,

Trace collection is required from CUCM to check if the call is getting completed with unity or not.

Please open a TAC case.

THanks

VIkram

[joseph.francis1]

Hi shivani,

Would you mind looking up in your Route plan report the URI 8060. I once had a similar case where I was matching a Pickup group number and my DNA was showing otherwise. Please check and let me know.

Also, Cisco Unity Express only supports G.711 codec(1). Check that your phone's region and the voicemail port region have a 64kbps relationship.

(1) https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/unity_exp/design/design21/cuedg21/cuesysds.html#wp1011776

Regards,

Joseph Francis

[shivani.sharma · Accepted solution]

Hello Joseph,

Thanks for the response. I had opened a ticket with TAC and it turns out that since my VM ports directory number matched the actual extension I was getting fast busy. TAC said the VM port directory number cannot be same as the phone extension. Once I changed the VM port directory number to something else it started working. However, I don't understand why the DNA still shows everything normal and there are no errors. In fact the TAC said the CUCM is not supposed to let you configure VM ports same as the phone extension, but in my case it did. Anyways the issue is resolved now. Thanks!!

Shivani