CCM 7.1.3 and UC integration

[FLGovWorker]

Hello all,

Some of the higher ups at the office want to have it so that an incoming call rings on their phone for 20 seconds, then gives the caller the option to either speak with a live person or be transferred to their voicemail. I'm having a problem setting this up because of the variety of sources for incoming calls, and the calls are not routing properly in all cases for some reason.

The way I set it up is to have an extension assigned to a call handler in Unity, and that call handler has the two options for either speaking to a live person or going to voicemail. That part appears to be working just fine.

Now for the individuals "direct" extension, I set it up for no answer ring duration 20 seconds, and set the forwarding information to the phone number for the call handler for all of the categories in secondary calling search space. The weird part is that I had to type in the full external phone number with a 9 in front plus set the calling search space to "Local" as opposed to "Internal" and the 4 digit extension I thought would and should work.

Anyways, I've tested the existing solution when I dial the persons number directly it works as expected: the person's phone rings for 20 seconds, then I get transferred to the call handler, at which point I can select either option and get the desired result of either speaking with a live person or leaving a voicemail for the individual. However, the problem manifests itself when someone transfers a call to that extension (transfer extension transfer, not with a * in there to go directly to voicemail, I checked that already) it doesn't ring on the phone and goes directly to voicemail.

I've looked in all of the places I know to look and haven't been able to figure it out. Could anyone help me out with where to look?

 

[FLGovWorker]

I thought I would add a little information as well that may help to clarify the issue.

The complaint I am getting from the individuals is that they are sitting at their desks, they don't hear the phone ring at all, and they look up at some point at the phone and the MWI is on.

I haven't been able to find a way to reproduce this at will, and the only way I know of to make this happen is by transferring a call to an extension with a preceeding *. The receptionists have sworn up and down that they are not doing this.

The only issue I've been able to make surface is one I knew about which is because of the transfer from phone to call handler having to go out and come back in again. I understand that if there are too many calls in process, this will not work, and I have seen the manifestation at this step in the process when the call rings on the persons phone for 20 seconds, then stops ringing, and I can hear on my cellphone the call get transferred quickly and continue ringing without anyone or anything ever picking up.

I'm stumped at this point, other than the obvious explanation of the receptionists transferring the calls directly to their voicemails.

 

[hanluc6933]

You can rule out the receptionist by checking the call records. You'll be able to see exactly how the receptionist is transferring the calls when you pull CDR Analysis.

~Han

Do the day and let the day do you.

 

[FLGovWorker]

Not sure how to do that either. I have CDR enabled and configured, but I don't see how to generate a report of calls handled by a specific phone, which is what I would need to be able to see to rule out that possibility.

 

[hanluc6933]

It's under cisco unified serviceability (drop down box upper right hand corner of page defaults to Csico Unified CM Administration). Once in there you goto tools -> CDR analysis and reporting. CDR -> Search by user and extension -> enter in receptionist extension and select time frame of when the last time this happened.

Do the day and let the day do you.