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| Solution # |
K07003412 |
| Title |
When incoming calls are forwarded from phone A to phone B using the Call Forward All feature in Cisco CallManager, and if phone B does not answer, the calls are not forwarded to the voice mail of phone B
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| Core Issue |
This is Working as Designed (WAD).
If the user calls A and A does not answer, and the call is forwarded to B and B also does not answer, the call is forwarded to the original called party voice mail (In this case, phone A).
The call is not forwarded to the voice mail of B. However, there is a way to forward the calls to the voice mail of the extension to which the call is forwarded.
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| Resolution |
To forward the calls to the voice mail of phone B, perform these steps:
- Go to the Cisco CallManager web admin page, and configure the phone.
- Assign a voice mail profile to the Directory Number (DN) (which is a non subscriber in Cisco Unity). Check the call forward all/call forward busy/no answer to voice mail.
- Go to Cisco Unity web admin page, and create a new call handler. Assign an owner to this call handler (the subscriber for whom the voice mail is left).
- Put the extention of the non subscriber in the Extention Optional parameter.
- Go to the call transfer menu and select the Ring the Subscriber at this Extention option. Use the extention of the subscriber.
- Go to the messages menu, and select the message recipent. Choose the subscriber for whom the voice mail is left.
- Save these settings.
Unanswered calls should now be forwarded to the voice mail of the extension B.
For related information, refer to the following:
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| Problem Type |
Call connection (Connection quality: One-way audio, no busy tone, dropped calls, etc.)
Call control software (CallManager, CallManager Express, ICS7750, SRST, SS7 call agents)
Voicemail problems |
| Call Control |
CallManager |
| Call Connection |
Call redirection (Transfer, hold, forward, conference) |
| CallManager Features |
Call routing
Supplementary services (Transfer, hold,forward, park, pickup, conference, callback, call waiting) |
| Voicemail Problems |
Voicemail behavior problems
Voicemail system or feature |
| Voicemail System |
Unity |
| Failure Type |
Incorrect destination, sequence, number of rings, state, indication, result or other outcome
Cannot connect to server, disconnect, register, synchronize, communicate, etc.
Cannot forward or reply |
| Frequency and Scope of Symptom |
Voicemail specific
Occurs only during or after a specific event |
| When Problem Occurs |
After call has been transferred
After call is queued |
| Call Topology and Direction |
PSTN/PBX/gateway > IP network |
| CallManager Versions |
CallManager 3.0
CallManager 3.1
CallManager 3.2
CallManager 3.3
CallManager 4.0
CallManager 4.1 |
| CallManager Voicemail Services |
Voicemail profile |
| Supplementary Services |
Call forward all (CFA) |
| Unity Version |
Unity 3.x
Unity 4.x |
| Voicemail, Conference, CRS/IPCC, Autoattendant and TTS/ASR Functions |
Voicemail message |
| Direct URL |
http://www.ciscotaccc.com/voice/showcase?case=K07003412 |
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