Cisco Unified Communications Manager (CallManager)

Document ID: 68086

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Solution
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Related Information

Introduction

This document describes one reason that Cisco CallManager Attendant Console displays an internal call as voice mail instead of an internal directory number and provides a solution in a Cisco CallManager and Cisco Unity environment.

Prerequisites

Requirements

Cisco recommends that you have knowledge of these topics:

• Cisco CallManager

• Cisco CallManager Attendant Console

Components Used

The information in this document is based on these software and hardware versions:

• Cisco CallManager Vversion 4.1(3)

• Cisco CallManager Attendant Console

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to Cisco Technical Tips Conventions for more information on document conventions.

Problem

After upgrading fromWhen you upgrade Cisco CallManager from vversion 3.3(4) to 4.1(3), the Attendant Console displays an internal call as voice mail instead of as an internal directory number.. In version 3.3(4), Cisco CallManager version 3(4),displays thean internal call is displayed as thean internal directory number in the Call Details pane (see arrow A in <XRef Location="f1">Figure 1</XRef>)underin the Call Control section . However, in Cisco CallManager version 4.1(3), the internal call is displayed as voicemail instead of the internal directory number.

See arrow B in Figure 1.

Solution

This problem is a configuration issue. The solution involves both the Cisco Unity and Cisco CallManager servers.

For the Cisco Unity server, complete these steps:

1. Right-click the Unity icon in the system tray.

   See arrow A in Figure 2.

   Figure 2 – Launch Unity System Admin

   

2. Click Launch System Admin in the popup box.

   See arrow B in Figure 2.

3. Select Call Handlers under the Call Management section in the left pane.

   See arrow A in Figure 3.

   Figure 3 – Call Handlers

   

4. Click Call Transfer under the Call Handlers section in the left pane.

   See arrow A in Figure 4.

   Figure 4 – Call Handlers

   

5. Check the Release to switch button under the Transfer type section.

   See arrow B in Figure 5.

   Figure 5 – Call Transfer: Transfer Type

   

   This action applies to all of these transfer rules respectively under the Call Transfer section:

   • Alternate

   • Closed

   • Standard

   See arrow A in Figure 5.

For the Cisco CallManager server, complete these steps:

1. Go to the Cisco CallManager Administration page.

2. Choose Feature > Voice Mail > Cisco Voice Mail Port.

   See Figure 6.

   Figure 6 – Cisco Voice Mail Port

   

3. Click Find.

   See arrow A in Figure 7.

   Figure 7 – Voice Mail Port List

   

4. Double-click the first port in Figure 7.

5. Remove the Voice mail default value from the Display (Internal Caller ID) field and leave it blank.

   See arrow A in Figure 8.

   Figure 8 – Device Information for the Voice Mail Port

   

6. Click Reset Port.

   See arrow B in Figure 7.

7. Repeat Steps 4, 5, and 6 for all other voice mail ports as Figure 6 shows.

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Related Information

• Voice Technology Support
• Voice and IP Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support & Documentation - Cisco Systems <!--200504hingst-->