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Transferred calls go directly to voicemail

We have a CCM 4.2(3) and Unity4.1(1).  This only happens to a newly created extension.  The number can be called directly with no problem.  When the office is called and a greeting is heard and then the extension is dialed, the call goes directly to voicemail.  There is no forwarding (that I can find) set up for the extension and any other extension dialed will transfer properly.
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rhernandezjr
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rhernandezjr
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1 Solution
 
bfasonCommented:
This can happen if the partition that the new extensions are created in is not accessible by the calling search space of the unity ports.

In call manager, find out which partition your line is in, then under feature>voicemail>voice mail ports do a find for all ports, find the css then under route plan>class of control>calling search space, lookup the css for your voice mail port and see if the partition containing the line is in the box labeled "Selected Partitions" if not you may need to search for it using the find button then add it.

Hope this helps
B
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rhernandezjrAuthor Commented:
bfason

Thanks for the reply.  I looked, and the partition is in the css for the vm ports.  Its a small remote office with about 15 lines.  This is the only line which goes directly to voicemail if the caller enters the extension during the greeting.
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bfasonCommented:
Ok then my next step would be to make sure it's not matching a route pattern in a different partition before it gets to the partition that your line is located in.

best way is to use dialed number analyzer.
Https://<callmanager>/dna

Analysis>Analyzer

leave the default extension, put in the dn of the line you are attemping to reach, then change the css to that of the vm ports.

In the results look for whether it routed the pattern, then under matched patter results see which pattern it matched and which partition it's in.
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rhernandezjrAuthor Commented:
It matched the pattern of the extension dialed and it also matched the proper partition.
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bfasonCommented:
under the analyzer results, look further down to call flow and look under forwarding and see if it's being forwarded back to the unity server.
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rhernandezjrAuthor Commented:
All the forwarding is set to the extension for that line 1816 and the forward all is set to 'no'
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bfasonCommented:
But is the analyzer showing that? Under call flow you can see exactly what happens to the call. It may be going thru a translation, route filter or any number of things, that's why it's important to look at this under dialed number analyzer.
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rhernandezjrAuthor Commented:
Yes, all the that information is coming from the analyzer.
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bfasonCommented:
Just to make sure I didn't make a bad assumption here, you are using a unity autoattendant to answer the office number correct?
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rhernandezjrAuthor Commented:
We are using a voicemail attendant.  Our main number uses an auto attendant and this number only has a regular greeting which allows you to dial an extension.
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bfasonCommented:
Ok, under the subscriber in unity, check call transfer and see if it set to "yes, ring subcribers ext" and make sure the correct extention is listed.

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rhernandezjrAuthor Commented:
That was it.  Thank you for all your help.  
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bfasonCommented:
You're welcome, I'm glad we finally found it.
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