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cvanitterbeeck
Beginner

Unity Connection 8.6 not able to forward from extension (dial out)

Dear all,

I'm having a problem at a customer where i'm not able to forward calls externally from the Unity (that's a wish too).

Basically here is the request for which I'm having an issue:

- I'm making a menu with a number XXX (CTI Port) with a System Call Handler

- Under that menu i've 3 choices which points to 3 internal numbers (YY1, YY2, YY3) (CTI Ports).

- All the CTI Ports are forwarded to international numbers which are the final destination

So the flow is the following:

-----------------------------------------

NOT Working

- XXX --> Choice 1 --> YY1 --> Forwaded all to 000countrycode

Working

- XXX --> Choice 1 --> YY1 --> Forwarded all to 444 (internal number)

The strange thing is that I tested everything when I was on site by calling internally XXX from an internal number and it was able to forward all my call to the international number ...

If anyone have a clue about what I can do, I'll appreciate a lot ...

Thanks in advance

C.

8 REPLIES 8
cvanitterbeeck
Beginner

The Message unity connection is playing when the transfer it on going

"Wait while I transfer your call"

And then immediately:

"The number is not answering" ...

Again it's perfectly working if the extension is "not forwarded all" ...

Rob Huffman
Hall of Fame Community Legend

Hi there,

Just curious if the Unity Connection ports have access (CSS) to call

external numbers?

Cheers!

Rob

"Celebration it's around us, every nations, all around us.
Singin' forever young, singin' songs underneath that sun" - K'naan

Also, are you potentially using Local Route Groups? If so ensure the VM ports, or SIP trunk have proper Device Pool with local route group defined.

and in Unity Connection how is the call handler configured with "Allow Transfers to Numbers Not Associated with Users or Call Handlers" checked under the Greeting?

Chris

cvanitterbeeck
Beginner

Hi

I tried that as well to change the CSS of the ports of the voicemail and it didn't helped...

Strange thing is that it have worked from internal, probably because the call is coming from the gateway?

We are not wanting to give external access to unity ports.

Thanks for your feedback

Christophe

cvanitterbeeck
Beginner

Yes, the Check box is enabled.

Local route group, I'll check that as well but I think it should be ok as well...

Taranjit Singh Dhaliwal
Cisco Employee

Did you check if restriction tables on UC are set to block international numbers?

Sent from Cisco Technical Support iPhone App

Hi Taranjit,

The rules are not made to enable unity to dial out, my goal was to permit only internal calls, but in this specific case, the internal number, is a CTI Port forwarded all to the external international number...

I tried the Unity connection system handler from a internal phone and it was working perfectly, but not if the call is coming from outside apparently.

Kind regards

Christophe

Did you try running a debug on the voice gateway to see if it is hitting it?

If you dont see the call there, your best next move would be to look at CUCM logs.

Chris

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