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Beginner

Unity Connection - Alternate Extension Behavior with Auto Attendant

In Unity Connection 10.x a call to a voice mail boxes alternate extension via an auto attendant is being redirected to the mailboxes primary DN and is not being routed to the user dialed alternate extension DN.

 

Configuration:

Phone with two extensions:
DN1: 1000
DN2: 2000

DN1/DN2 are configured to call forward no ans to voice mail. (This part is working).

In Unity Connection on mailbox DN 1000 the alternate extension has been configured as DN 2000.

Scenario:
Caller hits the auto attendant configured in Unity Connection and dials DN 2000 (alternate extension). Unity Connection sends the call to DN 1000 (primary extension).

Desired Outcome:
Caller hits the auto attendant configured in Unity Connection and dials DN 2000 (alternate number). Unity Connection sends the call to DN 2000. If not answered it forwards to voice mail and ends up in voice mailbox of DN 1000.

Is the desired outcome possible? We do not want the call to be redirected to the primary DN of 1000. Unity Connection appears to be recognizing the alternate extension and replacing the called number with the primary DN 1000 instead of the actual called DN of 2000.

I have been unable to find any documentation that confirms Unity Connection should be doing this and if there is a way to override this behavior.

1 ACCEPTED SOLUTION

Accepted Solutions
Cisco Employee

it's going to whatever number

it's going to whatever number you have defined in the active transfer rule (standard, off hours or alternate) - there's only one, it does not "insert" the dialed number or do a replacement, it grabs the transfer string defined for the active transfer rule and dials it as is.

By default it'll put the primary extension in there - but you can replace it with whatever you want... but again, it's a single, static number, not a dynamic number based on how you arrived at the mailbox.

2 REPLIES 2
Cisco Employee

it's going to whatever number

it's going to whatever number you have defined in the active transfer rule (standard, off hours or alternate) - there's only one, it does not "insert" the dialed number or do a replacement, it grabs the transfer string defined for the active transfer rule and dials it as is.

By default it'll put the primary extension in there - but you can replace it with whatever you want... but again, it's a single, static number, not a dynamic number based on how you arrived at the mailbox.

Beginner

Have this issue too.  Got

Have this issue too.  Got around it by creating a VM for the alternate extension.  Now when the caller dials the alternate extension, unity sends the call back and rings the alt-ext rather than landing the caller at the primary extension's VM.

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