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Cisco Call Manager/ Cisco Unity Question

Posted on 2016-10-20
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Last Modified: 2016-10-26
I am in a town that has the core phone system with call manager and call routers; some sip and some analog. One of the remote states uses our call manager/unity. I do not know how to identify or locate how we handle there calls via call manager/unity.

I know that currently the Cisco Phone systems takes calls to the  800 number for Customer Service and Adverse Side Affects:  800-XXX-XXXX and as far as I know gives it to  the system Call Handler. I can find the Call Handler for our building but cannot locate the information for the remote state.

In the remote state if you call their number, it presents 6 Options:

1. You can dial you extension if known it right off.
2. Next Option for Adverse Events or Side Affects, Medical Information or Product Complaints,  dial # 3
3. Next Option - For Dial by Name Directory Dial # 1
4. Next Option - For Customer Service  Dial # 2
5. Next Option - For the Clozipine REMS  Dial #6
6. Next Option - For the Operator please dial 0 or remains on the line

If the caller select '0' for Operator the call is routed to  Security in another city at ext 4160
Going forward they will not be able to take these calls.

I need to configure a different option if the caller dials '0' to go to customer service.

How to I locate how the number is being handled by our call manager? I already checked the call handler in Unity. It handles our own building and number but I see nothing for theirs.


Please advise!
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Question by:Oronde Waddy
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LVL 24

Expert Comment

by:Ken Boone
ID: 41852186
So a few thoughts, it is possible that the remote site is handled by a remote CME/Unity Express in which those calls would be handled at the remote site but that you are trunked to for internal dialing.  Just a thought..

To be sure that you fully manage the remote site, do you see their phones registered in your call manager?  If so you are definitely managing it with no CME at the remote site.

That would me that you have a call handler set up that is playing that message.  When you go into call handlers how many do you have?  Also, if you look in unity under call routing, forward or directed routes, look at the rules.

Also, look in call manager for the what it does when a call placed to their number.  Are you receiving all digits from the provider or just 4?  In CUCM pull up a route plan report and find the match for that incoming called number.  Where is it routed?  Is their a CTI that has a line that matches that forwards to unity?  

You have to follow the call flow pattern if you can't figure out what is happening with the call handler.
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Author Comment

by:Oronde Waddy
ID: 41852336
I ran a route plan report. the 800 number is being forwarded to the remote cities POTS gateway.
There is a calling party transform mask that is 323.XXX.XXXX. There are also some phones associated with the remote site. I was able to find the phone with extension 4160 that was dialed when you hit "0". Not sure what to do now to get it to go to customer service extension.
Any advice?
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Author Comment

by:Oronde Waddy
ID: 41852346
To the right is the "association". Is there a way I can modify button items to get it to go to customer service or update the phone info and merge it with customer service? Or is just forwarding it good enough?
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Author Comment

by:Oronde Waddy
ID: 41852359
In Directory Number Configuration, can I add something that makes all calls for that extension which no longer exists go to customer service via 4 digit extension?
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Author Comment

by:Oronde Waddy
ID: 41852445
Also, the ip phone is no longer registered because the location does not exist. Can I disassociate the phone with number extension and just associate the active customer service phone with the extension?
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LVL 24

Accepted Solution

by:
Ken Boone earned 500 total points
ID: 41852504
So you said the following:
"I ran a route plan report. the 800 number is being forwarded to the remote cities POTS gateway.
There is a calling party transform mask that is 323.XXX.XXXX. "

So the 800 number matches a translation pattern that translates the 800xxxxxxx to 323xxxxxxx.

So now look at the the route pattern that matches 323xxxxxxx

You said it is going to the POTS line of the remote router.. So are you saying that the 800 number comes in to your gateway and then you re-route the call back out the PSTN and send it the PSTN connection at the remote site's voice gateway?


If so the next question is who is controlling the remote site gateway?  How is it configured?  Is this remote site gateway configured as an H.323 or MGCP gateway on your call manager or a SIP trunk on your call manger?
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Author Comment

by:Oronde Waddy
ID: 41860824
You answered my question and I now have solved the problem. Thanks!
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