Greetings Administrator Unavailable UnityCXN 8.5.1

[mmiktus]

                   I have followed the directions in the "setting up the Greetings administrator" document.  I've read and re-read.

I cannot get the directed routing rule to acess the GA.  I set the CTI RP in CUCM with the extension I wanted (2350), and fowarded all calls from that to VM.  Calls to this ext hit the UCXN but I get a "This system is temporarilly unable to complete my call" then Goodbye. 

I have tested GA by adding a key input to an auto attendant and GA answers.  Just not with the direct call.

The direct rule condition states Dialed Number Equals 2350

This sends to the Conversation > GA.

Seems fairly simple. 

Any thoughts?

[Rob Huffman]

Hi Matt,

Try a Forwarded Routing Rule with Dialed number equals 2350 (make sure not

to make it the Top rule)

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

[mmiktus]

Ok, i'll give that a shot. Right now it IS the top rule in the direct list; why should this matter? (purely an academic question).

Sent from Cisco Technical Support iPhone App

[mmiktus]

Ok, made the change... still the same thing.  Call hits the CXN box but does not play the GA greeting.  This is just really odd.

[Rob Huffman]

Hi Matt,

I tried to follow the same guide (I think) when we set up our Greeting Admin and

couldn't get it to work either. Then I used the remote Port status monitor to trace

one of these calls and realized that it was coming in as a Forwarded call not a Direct

call, which makes perfect sense. If you took 2350 and put it on the button of an IP phone

and called CUC it would work with a Direct routing rule.

Can you please check the Call Forward CSS on your 2350 CTI-RP to make sure

you have access to route to CUC. It doesn't sound like the calls to 2350 are even making it

that far.

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

[Bradford Magnani]

Hi,

To add to Rob's great suggestion (+5), here's the location of rPSM if you aren't familiar with it:

http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html

Hope that helps,

Brad

[Rob Huffman]

Hey Brad,

Nice thought here buddy! (+5 )

It looks like you,me & Matt are the only suckers working while everyone else is

having fun in San Diego @ Cisco Live

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

[mmiktus]

Perhaps one of you two gents can make heads or tails of this dump:

It would seem as if it loops indefinitely, waiting for DTMF tones, then finally dies.

07:30:34, New Call, CalledId=2350,  RedirectingId=2350,  Origin=16,  Reason=8,  CallGuid=AD51C2CA1E054716A0A846F80BFE32A2,  CallerName=,  LastRedirectingId=2350,  LastRedirectingReason=8,  PortDisplayName=CUCM-SK-1-001,[Origin=Unknown],[Reason=Forward Unconditional]

07:30:35, AttemptForward

07:30:35, State - AttemptForward.cde!Dummy

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:35, Event is [NULL]

07:30:35, PHTransfer

07:30:35, State - PHTransfer.cde!LoadInfo

07:30:35, Event is [TrueEvent]

07:30:35, PHGreeting

07:30:35, State - PHGreeting.cde!PlayGreeting

07:30:35, Call answered if needed

07:30:35, Playing greeting for Call Handler:  Greetings Administrator

07:30:35, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, State - PHTransfer.cde!LoadInfo

07:30:36, Event is [TrueEvent]

07:30:36, PHGreeting

07:30:36, State - PHGreeting.cde!PlayGreeting

07:30:36, Call answered if needed

07:30:36, Playing greeting for Call Handler:  Greetings Administrator

07:30:36, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, State - PHTransfer.cde!LoadInfo

07:30:36, Event is [TrueEvent]

07:30:36, PHGreeting

07:30:36, State - PHGreeting.cde!PlayGreeting

07:30:36, Call answered if needed

07:30:36, Playing greeting for Call Handler:  Greetings Administrator

07:30:36, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, State - PHTransfer.cde!LoadInfo

07:30:36, Event is [TrueEvent]

07:30:36, PHGreeting

07:30:36, State - PHGreeting.cde!PlayGreeting

07:30:36, Call answered if needed

07:30:36, Playing greeting for Call Handler:  Greetings Administrator

07:30:36, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, State - PHTransfer.cde!LoadInfo

07:30:36, Event is [TrueEvent]

07:30:36, PHGreeting

07:30:36, State - PHGreeting.cde!PlayGreeting

07:30:36, Call answered if needed

07:30:36, Playing greeting for Call Handler:  Greetings Administrator

07:30:36, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, State - PHTransfer.cde!LoadInfo

07:30:36, Event is [TrueEvent]

07:30:36, PHGreeting

07:30:36, State - PHGreeting.cde!PlayGreeting

07:30:36, Call answered if needed

07:30:36, Playing greeting for Call Handler:  Greetings Administrator

07:30:36, No DTMF received

07:30:36, Event is [NULL]

07:30:36, PHTransfer

07:30:36, Failsafe

07:30:36, Failsafe: Answer

07:30:36, Failsafe: System Greeting

07:30:36, Failsafe Playing Prompt - /opt/cisco/connection/share/prompts/ENU/PCM/CsFailure/FailsafeENU.wav

07:30:39, Failsafe: Hang up

07:30:39, Idle

[Bradford Magnani]

Something looks off... are you sure you configured the routing rule to point to the Greetings Administrator conversation?  Your output shows that it's hitting a Call Handler which has the name "Greetings Administrator".

In my lab I put a direct routing rule at the top of the list with no criteria and this is how it shows:

09:36:29, New Call, CalledId=5000,  RedirectingId=,  Origin=16,  Reason=1,  CallGuid=5BD397CED02E42229A9F670D6FA312D3,  CallerName=,  LastRedirectingId=,  LastRedirectingReason=1024,  PortDisplayName=UC8 Port Group-002,[Origin=Invalid],[Reason=Invalid]

09:36:29, GreetingsAdministrator

09:36:29, State - GreetingsAdministrator.cde!AnswerCall

09:36:29, Event is [TrueEvent]

09:36:29, State - GreetingsAdministrator.cde!SkipAuthentication

09:36:29, Event is [FalseEvent]

09:36:29, State - GreetingsAdministrator.cde!PlayWelcome

09:36:32, Event is [NULL]

09:36:33, State - GreetingsAdministrator.cde!GoToAuthenticate

09:36:33, -->SubAuthenticate

09:36:33,         State - SubAuthenticate.cde!TryCounter

09:36:33,         Event is [NULL]

09:36:33,         State - SubAuthenticate.cde!GatherID

09:36:40,         Event is [HangupEvent]

09:36:40, <--SubAuthenticate

09:36:40, Event is [HangupEvent]

09:36:40, Idle

The Greetings Administrator is a built-in system conversation that isn't editable.  I'm not sure how you have a call handler in the mix here, but I'm wondering if it was created with the same name and causing confusion with the call flow?  For your call flow off a CTI RP, you'd need it under the forwarded rules like Rob mentioned.  Me, I just gave the rule no criteria so it'll get matched 100% of the time when VM button is pressed (so I could compare the conversation output to yours).

[Rob Huffman]

Hey Matt,

I think our friend Brad has nailed it here (+5 buddy!)

It should look like this on the Forwarded Routing Rule page

Send Call to

Call Handler	5031 Split 5056 Split 5924 Split 5927 Split 5928 Split 5963 Split 5976 Split 6035_Night 6045 Split 6197 Split 6244_Night 6445 Split 6548 Split 6632 Split 6893 Split 6895 Split 6929 Transfer Message 6952 Split 7031 split 7035 Split 7280 Split 7732 Split 7734 Split 7787 user Night transfer 8747 Split 8919 split Academic Upgrading/Open Admissions  3722_Advising Admissions 3722_ContEd Admissions  3722_Hours Admissions 3722_Main Admissions 3722_Night Application Status Bissett Part - Time  5088 Bookstore_Hours Bookstore_Main CAPPA CAPPA Classroom CAPPA Independant Conservaory_Night 6860 Conservatory_FOIP Conservatory_Main  6821 ContEd 3833  Night ContEd  6875_Night Conted  Science 6278 Contract management Counselling Hours Counselling_ link to  Counsellors Counselling_ Main CH East Wing Help Line EnCana_CH Enrollment_5000 Dates Enrollment_5000  Events Enrollment_5000 Fax Enrollment_5000 General Enrollment_5000 Main Fees 8880_Main Financial Aid Financial Aid_Night Goodbye Greeting Admin 5599_CH Health  Services_Emergency/After Hour Health Services_Hours Health Services_Main Health Services_Nursing  Immunization Health  Services_Results Health Services_Transfer  6325 Health  Services_Transfer 6327 HelpDesk_Main HelpDesk_Night LEED Library Hours Library_CH 6140 Mortgage Assoc._CH MRU Clubs Info Line MyMRU Nursing Bridge_ch Nursing_6891 ASHS Nursing_6891 Instructors Nursing_7201 ASPN Nursing_7201  Instructors Nursing_7201 MICH Nursing_7201 Midwifery Nursing_7201 Midwifery  Instructors Nursing_7202 ACCN Nursing_7202 Ato M  Instructors Nursing_7202 N to Z  Instructors Old ITS  Help desk # Opening  Greeting Operator Petroleum Joint venture Petroleum Land  Contract PM_ PMP  Designation PM_8937  Intro PM_Advanced PM_Applied PM PM_Cert level 1 PM_Construction PM_Online Cert PM_PM Cert PM_PM Seminars PM_PMP Exam Prep PM_PMP Prelim PM_Registration Prospective Real Estate 1_CH Real Estate 3 Phase_CH Real Estate 7707  Main_CH Real Estate  Prereq_CH Records  3435 Night Registrars 3303_Access Registrars  3303_Hours Registrars 3303_Main Registrars 3303_Night Registrars  3303_Numbers Registrars  3303_Prerequisites Registrars  3303_RegWaitPrereq Registrars 3303_Waitlist Rez_Help 8888 Rob Huffman 6198  transfer Science  Challenge Science  FAQ Science  Registration Info Science Waitlist Split MB Test Students Association_Main Switchboard Nite  6111_CH Transcript_order Transcripts_Main Transfer to 7001
	Attempt  Transfer
	Go Directly to  Greetings
Interview  Handler
Directory  Handler	rob test DH System Directory  Handler
Conversation	Attempt Forward Attempt Sign In Broadcast Message Administrator Caller System Transfer Checked Out Hotel Guest Greetings Administrator Reverse Trap Sign-In Start Live  Record User System  Transfer
User with  Mailbox	aachtem aadvising aancelin aangulo aarcher aasuchak abarkman abatra abeattie abeecroft abelanger abenediktsson abishop aborras abottorff abridge abruton abwhite accessibilityservices accnnursing --- More Options ---
	Attempt  Transfer
	Go Directly to  Greetings

Cheers!

Rob

"Show a little faith, there's magic in the night" - Springsteen

[mmiktus]

Thank you both.... for all the answers.

I had it configured in 2 spots.  once I killed the CH i created routing to 2350 worked fine.

it's been a long week...

[Bradford Magnani]

Nice!  Glad it's working