Call forward to another users voicemail

[Steven Johnston]

Here is the scenario, i cannot find a way to accomplish this.

i am using CUCM 8.5 and Unity Connection 8.5

here is the requirement

1. User1 call forwards her phone to User2

2. A call comes in to User1, the call is forwarded to User2

3. If User2 is unavailable, the call is redirected to User2 voicemail.

The default behaviour is that if User2 does not answer, the call is redirected to the original called number (User1)

I have created forwarded routing rules in Unity connection and i can get the call to end up at User2 voicemailbox however, the user requires that this happens only when the call is forwarded manually. For example, if i call User1 and let it go to Voicemail, it will still go to User2

They want that it goes only to the User2 voicemail only in the specific circumstance that the phone is in call forward mode, not by letting it go to voicemail

Does it make sense?

I think my users are asking too much

[David Hailey]

The behavior you see is the default (i.e., the first redirecting number is used).  There is a system setting in the Advanced > Conversation menu for Use Last Redirecting Number for Routing Incoming Calls.

Hailey

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[Leonardo Santana]

Great info David (+5) i will need this too.

Regards

Leonardo Santana

[Steven Johnston]

That's a system wide setting though right?

As i mentioned i am able to get the behaviour i want for a specific pair of extensions by using forwarding routing rules, but the rules come into play regardless of whether the call was forwarded by voicemail or was forwarded by pressing call forward button on the phone.

Is there any way to differentiate between the two. The user is asking that call goes to the other users voicemail only when explicitly call forwarded on the handset.

[David Hailey]

This would be a system-level setting, correct.

Hailey

[Roger Kallberg]

In the first case, call is forwarded to VM because of no answer on phone A you would only have one forward call leg.

In the second case, call forward all on phone A is set to phone B. Call is then first forwarded to phone B, then when not answered forwarded to VM. In this case you would have two forward call legs and it's then the change of the system setting in UCON come in to play.

For the first case it wouldn't change anything.

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[m-lehmann]

Very nice. thank you.

[jpinnow86]

Thank you.  Really old post but still applies in 2022 V12.5.  It has always been "industry standard" throughout various telecom manufacturers that forwarded calls always carried the identity of the first called DN into voicemail.  I was troubleshooting why mine was carrying the ID of the 2nd DN and stumbled upon this setting which was set to use last redirecting number.  Added that 2nd DN as an Alt Ext in the 1st DN mailbox and works like a charm.

[Rob Huffman · Accepted solution]

Hi Steven,

I'll just add a note to the great tips from Hailey & Roger (+5 each!)

I thought this was an interesting question, so I tried a number of ways

to see if this could be done

The problem, as you've discovered, is that the original Forwarded CLID

is so "sticky" as to render most of the standard routing methods moot.

In my tests I was trying to route calls that come into 7001 and are CFWDALL

to 5126 to route to the 5126 mailbox without changing the Originally dialed

to last redirecting setting (as nicely noted by Hailey).

I had to put in a mid-point number that was set to CFWDALL (via PSTN)

back to the second number.

So I setup a CTI-RP on a phantom (non-DID) DN of 4241 and set the CFWDALL

to 5126. I could then CFWD from 7001 to 4241 which then routed to 5126 with

the CLID stripped off and would then give us the desired results. No other method

that I could come up with would work.

Cheers!

Rob

"Why not help one another on the way" - Bob Marley

[Steven Johnston]

Hi Rob,

That is an awsome bit of investigation right there.

I tried it out but i'm not getting through to the "forwardee" DN mailbox. Were you only able to get this to work by using the PSTN to CFWD with the CTI-RP?

Its the only part of my test not the same as yours.

[edit]

I answered my own question, forwarding via PSTN gives the desired results.

Thanks to all you guys, this was a good learning experience. five stars all round.

[bonojeta]

I'm Pretty sure this is the Call Forwarding Rule in Unity Connection. This is where to explicitly define, Forwarding extension and the "Attempt to Forward" or "Send to User Mailbox" etc..