CFB/CFNA to Admin, then return to **THEIR** VM

[MitelInMyBlood]

My prior system supported both machine-generated call rerouting and user-programmed call forwarding based on the status of the originally called set, BZ/NA, didn't matter if user-fwd'g or machine rerouting, the caller would always wind up in the voice mailbox belonging to the ORIGINALLY CALLED party (as they logically should)

With my new (CuCM 8) system this doesn't appear to be occurring, instead calls are landing in the voice mailbox associated with the final endpoint of the daisy-chained forwarding. (seems counter-intuitive)

Am I missing something in programming or is there a simple way to make the calling party land in the voice mailbox of the originally called party (regardless of the number of forward hops)?

Thanks!!


Original MUG/NAMU Charter Member

 

[whykap]

try this. Under call manager service parameters, got to clusterwide params (feature forward) and change retain forward information to true.

 

[whykap]

disregard, that'll not do it.

 

[MitelInMyBlood]

I wonder what the engineers were thinking when they designed it this way?

It would have been nice to have known about this little quirk back on day-1 instead of now when I'm 1400 sets deep in the deployment.

My admins are accustomed to having shared line appearances of their people that do not ring at their desk until the call rolls over to them (BZ/NA), but then the dialed party (as well as the caller) both fully expect an unanswered call (that the admin doesn't catch) to fall back into the original dialed party's mailbox. This is not happening!

Looks like the only way to even closely approximate the desired result is to have the shared line appearance RING immediately at the admin desk (simultaneously in both places) and put the check mark in the Fwd to VM column. Okay, fine, that puts the first fire out while lighting another, because now the admins are going to be reaching for a ringing phone that ought not be ringing (yet) at the admin's desk.

Now I understand the trouble tickets we're starting to get. Users are just now realizing that their missed are landing into their admin's voice mail.

Are you sure there's no other way to do this?

Thanks



Original MUG/NAMU Charter Member

 

[whykap]

MIMB,
I just verified that if a DN is forwarded NA to another DN it will go to the originating voice mail and not the forwarded. This is normal operation as long as I can remember.
Something has been changed in your system to do that. Whether it is not forwarding the originating caller info back to unity or a translation that converts the call info to something else. it is hard to say w/o troubleshooting this hands on.
You need to look into the call viewer in unity and see how the forwarded call is handed back to unity. I would bet there is no originating calling number info being passed back to unity.
As i said something has been changed to the default settings that cause the unwanted behaviour you are experiencing.

 

[MitelInMyBlood]

Thanks. Looks like a call to the VAR may be in order

Original MUG/NAMU Charter Member

 

[loucanick]

Check in Unity under System Settings > Advanced > Conversations....

There is a parameter there:

Use Last (Rather than First) Redirecting Number for Routing Incoming Call

If set to TRUE (box checked) Unity will use the last redirecting number (Admin) rather than the original redirecting number to determine which mailbox to send the caller to....

I would think this would not be set to TRUE unless there is something else going on in the system that they thought required this...

Worth checking anyway....

 

[OzzieGeorge]

Just installed (well tried to) a unity aim module in my lab and found under the Defaults>Voicemail tab in the gui, a dropdown box entitled "Mailbox Selection:". The options are "Last redirecting party" or "Original called party". I think this may be what you are looking for!

 

[MitelInMyBlood]

Thanks both. Will check it out Monday when I get back.

Original MUG/NAMU Charter Member