Internal / External Calls Fwd Differently to Unity

[dudecrush]

I've got a Cisco CUCM 9 and Unity 10

A user's extension (007-1504) at a location routes differently if the call is internal vs. external. External calls hit the generic Unity voice-mail pilot. Internal calls go directly to the user's voice-mail box. The user would like the external calls to go to her voice-mail box the same as the internal calls do.

The DN is assigned to two phones. When I call the user - whether internally or externally - she picks up her phone. At least I know the call is getting to her phone.

Here's my troubleshooting
> I checked the DN settings for both phones - there are no Call Forward settings for external that are different from the internal. In fact, everything is checked except for "Forward All"
> The location gateway is set to prefix all numbers with 007, with significant digits of 4 (same as any other)
> I checked for a translation pattern - there is one pattern - 007#., with instructions to discard digits pre-dot. (same as any other)
> I checked the user's voice-mail box. I don't see any call handler associated to the user's VM box that would route anything differently.

This should be easy, but it's stumping me. Any thoughts of what I might be overlooking?

 

[gnrslash4life]

How many digits are you accepting on internal calls? Is the VM box set as 0071504 or something different?

Certifications:
A+
Network+
CCENT
CCNA Voice
TVOICE
CAPPS

 

[dudecrush]

4 digits. We have 50 locations, so most of the locations have a 3-digit prefix (002, 003..041, etc.) plus a 4-digit extension. Externally, the significant digits is only 4, but pre-pended with the location prefix. We have translation patterns that are essentially XXXZZZZ, where X is the prefix and Z is the 4-digit extension. The prefix is dropped after dialing. The VM box, however, is configured with the prefix.

 

[dudecrush]

Figured it out. A previous administrator had set it up so that the phone company would forward the call to a different DID if not picked up in 4 rings. This DID needs to be placed on the VM box as an alternate extension.

 

[gnrslash4life]

I figured that was the case. Glad to hear you figured it out.

Certifications:
A+
Network+
CCENT
CCNA Voice
TVOICE
CAPPS