Call Handler answer inexistent extension

Hi, we are using Cisco Unity Connection 8.5.1ES16.11900-16 and an odd error is occurring.
We had a translation from CUCM to Unity Call Handler extension 104807, occurs that we were unable to change greetings on this specific call handler.
Prior to perform tests, we changed call handler extension from 104807 to 10480711, but while call to 104807 we still are able to hear 104807 old message.
While monitoring on Port Monitor it displays 104807 as Called, but that no longer exists on Unity.
Seems that 104807 got stucked on Unity Cache, but I could not find nothing on that sense by looking on forums.
Do we need to reboot Cisco Unity, or is there another way prior to resolve it?
PS. There are 2 Unity (Primary, and Failover) - according to Port Monitor calls are forwarding to Primary, where changes were made
PS. We made a workaround which were create a new Call Handler, hence service works, this thread is to obey current site design.
Apretiate your help.

Hi, we figured that actually there was a Direct Routing Rule forwarding from 104807 to Call Handler (I forgot to check it ).
An odd behavior on Unity is that if we change Call Handler to a non system language (eg System default language is Spanish, and we change it to English) Unity play message "Sorry is not available".
I believe this was designed like that, but I don't see a reason to play such message for a Call Handler.
Anyway, problem is resolved, thank's

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System-wide Call Handler

Thanks for the help in advance.
I'm trying to set up a message that will play when any outward--facing number is dialed, saying that our offices are closed. This message will be used only for a couple of weeks, so I don't want to do any major rerouting. Here's what I have tried: In Unity, I have a Call Handler with the extension 3199 set up, as well as a Forwarded Routing Rule to route any dialed number in 6000-6999 to the Call Handler and go straight to the greeting. The Call Handler is set with an alternate greeting that is enabled and it is set to . I can call 3199 from my office phone and get the greeting, but I cannot get it to work when calling any number in the 6000s. We have other Call Handlers and Forwarding Routing Rules configured for numbers in this range, so I don't want to change anything, just override it for a couple of weeks. The FRR is set to the highest order, so that should not be an issue.
I have looked into CTI Route Points, and that may be the solution, but I have not had much luck here, either. We have several CTIs that are already configured, but they were created to route calls for a single extension (i.e. calling a department), not dozens of extensions to 3199. I did create a CTI, but where I'm running into trouble is with associating DNs to it. If I add a DN that is already associated with a phone (for instance, mine), it gives me an error about shared lines. I don't want to change any lines, but I do need all the calls in the range 6000-6999 (or even 6500-6999) to be forwarded to 3199. Is there an easy way to do this? Is there a way to add dozens of active DNs to the CTI? Or, am I doing it all wrong? Thanks again.

David Rojas wrote:Hello Josh,If i understand the call flow is moreless the following:PSTN-> Main Number-> Forward All -> Call Handler Alternate greeting.You have set up:Forward Routing Rule w/condition of 6000-6999 range-> Send call to: Go directly to greetings ->-Call handler w/ extension 3199 which plays Alternate Greeting.Issue: When calling number is in the 6000s range it does not match the FRR which is the first match on the list.Probing questions:1- What condition are you using: Forwarding stationg, Calling Number, Called Number? Have you changed the Field option?2- If you use a wildcard such as star (*) do you still experience the same issue?Reading the help page of the FRR:"Note that you can add multiple Calling, Dialed, Forwarding Number conditions to a single routing rule to create more complex patterns (for example, all numbers in the range 2000-3999 plus all numbers greater than 5000). When a call matches all conditions for the rule, the call is routed as specified in Send Call To. # Note : Your integration may not support this option. "3- The rule the previous fact, have you tested with a rule that matches a single number?Regards,Dâ√!d
I do not believe the Call Flow listed is how it is configured. How would I look at the Call Flow to see exactly which number it is using as the Main Number. We have a Main Number that we advertise, but I do not know if that is the number that you are referencing. 3199 is just a DN that was created and has no purpose outside of the Call Handler. It is listed as a DN in Call Manager, but there is nothing set to forward to it in Call Manager.
To follow up on your other questions:
I am using Dialed Number. I have tried using Equals 6*, as well as In 6000-6999, with the same results. It is set to Send Call To Call Handler, Go Directly to Greetings. If I change the Forwarding Rule to match one single extension, it still does not forward and goes directly to the number I called; so, if I call 6934, it goes directly to 6934.

Hunt Group to System Call Handler

Hello Everyone,
Here's my problem, I manage the phones for two companies with two different phone schemes.
One company is fine but the other one is one I'm having trouble with,
When someone calls from the outside, it goes to a hunt group from the hunt group, they are to be forwarded to a System Call Handler with an extension.
The number forwards just fine but Unity Connection doesn't pick up the call it just keeps ringing. Is there anyway to track the call flow to see what extension is being dialed from the hunt group?
Versions of the Unity / CCM are 7.x and 7.x
Thanks in advance
-Kyle S.

Hi Kyle,
If you look on the Hunt Pilot page under the Forward settings you should see where the
call is supposed to Forward to. I would try this Tool from the great suite of Unity Tools to have a look
at the call flow if it is hitting Unity Connection;
Port Status Remote Monitor for Connection (rPSM)
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html
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Rob

Call handling smart extension

Call handling smart extension Because the block Smart connect resulting in disconnection
Can not use it Smart Watch 2
Android 4.4.3 and 4.4.4

I just did a test and i was able to replicate this so this needs to be escalated.
Could you please send me your details in a PM, and I will forward this.
Make a relevant topic and include the following.
Name:
Phone nr:
E-mail:
Country:
Operator:
Product(s):
IMEI nr:
Build number:
- Community Manager Sony Xperia Support Forum
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Call handler pick up after hunt pilot no answer

All,
I have setup a Hunt pilot for 4357 and it goes through the Hunt List just fine. However I want it to roll over to a call handler IF no one picks up. How is this done?

All it took was for me to post on here and of course I found the answer after playing a little more..
All I had to do was have it forward to 8900 which is our voicemail extension. I was trying to forward it to another DN it appears.
EDIT : I answered my own questin and I dont know how to mark it as answered.

Unity Connection 8.5 | Prepend Digits to Dialed Extensions overlap with an option in a call handler

Hi,
One customer has requested to set up a call handler in Unity Connection 8.5. The call handler should be capable of transfering calls to IP phones by dialing the last 4 digits of the IP phone's extension. The last 4 digits of the extension from all IP phones begin with 12. However, the customer is also requesting to have an option on the same call handler, so that if users would dial 1, the call is transfered to an IP phone
As you can see, there is an overlap between the last 4 digits of all IP phone's extensions, and an option in the call handler. Therefore, if I configure both options in the same call handler, when the users would press 1, Unity Connection will immediately send the call to the extension setup for option 1, even if the user wants to dial the last 4 digits of an IP phone extension
One possible solution would be to change the option in the call handler to transfer the call to an IP phone, to something different than 1. However, the customer wants to have this transfer to be performed when he press option 1
Is there any other possible solution for achieving this?
Thanks in advance

I don't see any problem, just don't check the option to ignore additional input when configuring caller input on digit 1
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HTH
java
if this helps, please rate
www.cisco.com/go/pdihelpdesk

Allowing caller to route to an extension while listening to call handler greeting

We have a Unity 7.x server. We want to configure it such that when an outside caller dials into the main line (hits a call handler), they can tap in an extension at any time during the playback of the opening greeting and be transferred to that extension. Not just the voice mailbox for that extension. They want the call to be transferred to that extension. Right now it is not working. Instead the call just goes right to the voice mailbox of the extension that is entered during playback of the opening greeting. In the "During greeting:" section of the call handler, the "Allow caller input" box is checked. Under the "Caller Input", the "Allow callers to dial an extension during greeting" is also checked. What's missing?

Go to the subscribers and under transfer settings set it to yes, ring subscriber phone. The default behavior is to send calls to VM and not ring the phone.
For this I assume you mean they already have a subscriber, for non-subscriber DNs you need a call system transfer.
HTH
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If this helps, please rate
www.cisco.com/go/pdihelpdesk

UCCE 8.x HDS Reporting - Calls Handled vs Call Answered

What is main difference between Calls Handled vs Call Answered and which number is accurate to report on actual calls recevied.

Depends on what you want to see. How many calls were answered (picked up by the agent) or handled (disconnected, then wrapup).
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Handled = the call ends.
Answered does not always equal to Handled. For instance, you can have 10 calls as Answered within a 15 minutes interval - and 8 of them may be Handled within the same interval, but 2 of them pass the reporting interval boundary. Those two calls will be counted as handled in the next reporting interval.
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UCCE 7.2.X - Calls Answered and Calls Handled

Has anyone experienced an issue in UCCE 7.2, where the calls answered does not seem to be reporting correctly? In this case we are seeing that the calls answered figure, is less than the call handled. The Handled figure seems to be correct when you take into consideration the calls offered, error calls, abandoned calls etc. Webview historic call type reports are reporting what is in the Call Type Half hour tables so not an issue with webview. We have tried to replicate various scenarios but cannot replicate the instance where the answered call is not counted. We have also reviewed the ICM scripts but have drawn a blank.
I have attached a copy webview report that shows the disparity we seem to be having. Any ideas would be much appreciated.
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Hi,
this is not necessarily an error.
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For instance, six customers call between 10:00 and 10:30. All calls are answered by an agent the moment they arrived. Five calls end before 10:30. But one of them is a demanding customer, and the call ends at 10:40. What you'll see is 6 for CallsAnswered but only 5 for CallsHandled.
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No Call Forward to Call Handler

Hi,
we have cucm 8.6 and cuc 8.6
inbound call from ITSP transferred to CUC call handler for opening greetings and by pressing '0' it transfers to operator.
i want to configure custom busy message when operator is busy with other calls.
i configured another call handler with number 1660 and forwarded the operator calls to the call handler if busy.
the busy message is playing when i dialed the number 1660 from any extension, but the calls not getting transferred when the operator is busy.
i tried with forward all calls to the callhandler and getting the message ' cannot be reachable'.
i configured busy message on opening greeting call handler itself, in the callhandler "greetings" section's "busy" option, it didn't work as the call already got transferred to cucm.so its not coming back to callhandler if the ext is busy.
please can anyone guide me to configure busy message for operator.

Hi Anas,
i tried as you said,
its transferring the call if extension is busy by skipping welcome greetings, it's not what i wanted.
i need if any inbound call comes from ITSP first the welcome message with IVR plays, if the caller press '0' then only it should transfer to operator, if the operator is busy then it should play "Operators Busy" message.

Setting up PLAR with Cisco Unity Connection Call Handler

This is a lab setup and Im doing it to learn. No customer involvement.
Setup
Analog phones - FXS Port - 2951 Router - FXS port - FXO Port - 2951 Router - CUCM 9 - UC 9
|------------PSTN Emulator-------------| |-----MGCP GW----------|
I have a CTI Route Point configured as DN 7000 and it has the default VM profile. The CTI RP is set to FWD All to VM.
The FXO port is set to PLAR to 7000.
When I dial from the PSTN analog phones through the FXO port, I hear the first ring, the FXO port answers, then I hear what sounds like the recorded message beginning to play. Immediately after, I hear the recorded message "You cannot be transferred to this number. Check the number and try again."
I dont do anything and within a second or two, I hear the recorded message for the system call handler start.
I did some more testing. I added an E1 trunk between the PSTN and the MGCP gateway. In the CUCM, I created another CTI Route Point with a DN that I could dial from my PSTN cloud. I also set that CTI Route point up to Call FWD all to VM.
When I dial using the E1 trunk, the call hits the system call handler as expected and I hear my recorded greeting (as expected).
However, calling through the FXS-FXO tie line consistently gets me the error message recording followed by my recorded greeting.
Im currently using loopstart on the tie line, though I have also tried ground start with no difference.
Any ideas?
Jeff

If I understand correctly, you want outside calls to go directly to the call handler but internal calls to ring whatever phone this extension is on.
If I am understanding correctly, then this will probably resolve it. For the purposes of the explanation I will assume that extension 1000 is the number in question:
Create a new partition, we'll just call it ToVM or something like that
Create a new CTI route point with extension 1000 and put it in the ToVM partition, forward all calls for this CTI route point to voicemail
If you don't have one already, create a calling search space for the voice gateway. Call it Gateway-CSS. This should have the same partitions that the gateway can normally call, but it should also have the ToVM partition and that partition should be HIGHER in the list than the partition that has the normal extension 1000 on it.
Apply Gateway-CSS to the gateway
Configure the normal extension 1000 (not in the ToVM partition) the way that you want it to work.
Now when external callers dial 1000 they will go to the call handler because that partition is higher in the CSS and the CTI Route point should be hit first. Internal callers will ring the phone (or whatever it is) because they only have access to the regular internal partition (and not ToVM) that 1000 is in.
This is all assuming that I understand you correctly!

Inbound calls getting answered automatically in Cisco CME

Hi All....
Please advise me the reason, why the inbound calls to CME got answered automatically.?
I am mentioning the call handling scenario here with..
Trunk Type : FXO
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The command connection plar 200 under voice port 0/0/0 directs the H323 gateway to automatically answer the inbound call on that FXO port and to attempt to transfer the call to DN 200.
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Smartwatch 2 Call Handling vs. KitKat 4.4.3

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The issue: CALL HANDLING for SW2 is failing after updating to 4.4.3 causing the Smartwatch 2 app to force close. This error occurs when I receive a call from a contact with a picture.
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Good day TehCurry,
As much as we would like to assist you, our colleagues at Sony Mobile is in the best position to help you out. Check out their community at http://talk.sonymobile.com/ or visit their support website http://www.sonymobile.com/global-en/support/contact-us/contact-info/ for information on contacting them.

Shared DN not forwarding to Call Handler

I'm sure I'm probably over looking something simple but here is my problem.
I have a shared DN that forwards to Unity but instead of the Call Handler greeting I am geeting the Auto Attendant. The Call Handler is set to record a message and send it to a public distribution list.
Anyone out that have any devine insight to my problem?

This is a direct call on and off network to the shared DN.
The routing rule states:
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Restore default greeting for system call handler

Unity Connection 8.0.3
There is a default system call handler called "Opening Greeting". A while ago I changed the greeting for that call handler without first saving a copy of the default greeting, and now I want to revert it to the default. How can I do that?
I think the default greeting said, "Hello, Cisco Unity Connection messaging system. From a touch tone telephone you may dial an extension at any time. For a directory of extensions press 4, otherwise, please hold to leave a general message".

Thanks. Unity Conn won't let me disable the standard greeting, but I can change it to "Callers Hear: System Default Greeting" instead of "My Personal Recording" which I have it set to now. I assume that's what you meant. Yes, I did try that, but then I hear, "sorry opening greeting is not available", so that's no good.

Call Handler answer inexistent extension

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