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Cisco CallManager & Unity Call Tranfer

Posted on 2006-11-29
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Last Modified: 2010-05-18
We are using Unity 4x server and CallManager 3.4. I have a subscriber account [ext 4321] with a Call Transfer setting set to ring an off-network PSTN phone number. This works fine if I call into our company's main phone number and reach the main Call Handler which lets me dial by extension.  The call follows the call transfer rules as desired and rings the outside PSTN number.  However, I want the same function to work if I am calling ext 4321 from another internal extension.  If I set the phone properties page in CallManager to go straight to Voicemail, it immediately plays the greeting for ext 4321 and does not apply the Call Transfer settings.  

I know that I can set up a translation pattern in CallManger, but I want Unity to handle the call so I can use the call screening capabilities.

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Question by:AManoux
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by:benhanson
ID: 18071120
It sounds like a calling search space issue.  I'm curious why you are transferring to the outside number using Unity, rather than just doing a call forward all at the phone?
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by:AManoux
ID: 18071195
I want to use Unity because I can use the call screening functionality.  I don't think it's a calling search space issue because with its current CSS it can transfer to voicemail just fine. Also, I have tried the highest level CSS and it didn't make a difference.

I know I can solve this issue using Unity's Call Handlers, but I was trying to see if there was a way around that.
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benhanson earned 250 total points
ID: 18071625
OK, I tried doing this by setting my standard greeting to Blank, and setting the After Greeting action to Send Caller to 'Subscriber' then selected my subscriber.

I can tell it's trying to dial my cell phone, but it fails there.  If you already have unity dialing your outside number successfully, this might work for you.
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by:AManoux
ID: 18071781
Just tried it and it works pretty well except for one problem; when the call transfers to the external phone number, if nobody answers, the call comes back to Unity and repeats the "attempt to transfer" process all over again, creating a loop.  That's because we removed the greeting by setting it to "blank" and the next step says to attempt transfer.

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Expert Comment

by:benhanson
ID: 18071843
What would the desired action be if you don't answer on the external phone?
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by:AManoux
ID: 18071884
Ideally it would go to the voicemail account greeting associated with the internal extension.
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by:AManoux
ID: 18079507
Since I haven't heard a better answer from anyone, I'm going to award you the points for your attempts at a solution.  Thanks for trying. I think I'm just going to go ahead with using Unity Call Handlers to solve the problem.
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