Troubleshooting Guide for Cisco Unity Connection Release 10.x

Confirm that Forward Timer in the Phone System is in Synch with the Rings to Wait For Setting in Unity Connection

For supervised transfers, the number of rings that Cisco Unity Connection waits before routing a call to a user personal greeting (or to another extension) can be reconfigured. If the phone system is programmed to forward calls, confirm that the phone system waits longer to forward a call than Unity Connection waits before taking a message.

If the phone system is forwarding the call to another extension before Unity Connection can take a message, the following may occur:

• The caller does not hear the beginning of the user personal greeting. (For example, the user greeting is “Hi, this is Maria Ramirez. Please leave a message after the tone.” But the caller hears only “...message after the tone.”)
• The call is forwarded to another phone (for example, the operator) rather than to the personal greeting of the user.
• The call is forwarded to the opening greeting.
• The caller hears only ringing.

To Synchronize the Forward Timer and the Rings to Wait For Setting

Step 1 In the phone system programming, find and note the setting of the forward timer.

Step 2 In Cisco Unity Connection Administration, expand Users, then select Users. On the Search Users page, select the alias of the user whose calls are not being routed to the correct greeting.

Step 3 On the Edit User Basics page, on the Edit menu, select Transfer Rules.

Step 4 On the Transfer Rules page, select the name of the active transfer rule.

Step 5 On the Edit Transfer Rule page, under Transfer Action, confirm that the Extension option is selected for the Transfer Calls To field and that the extension number is correct.

Step 6 In the Transfer Type list, confirm that Supervise Transfer is selected.

Step 7 In the Rings to Wait For field, the setting should be two rings fewer than the setting of the forward timer of the phone system, which you noted in Step 1. This setting is typically not greater than four. It specifies the number of rings that Unity Connection waits before routing the call to the personal greeting of the user.

If the settings do not meet the parameters, either reprogram the phone system so that it waits longer before forwarding unanswered calls, or change the Rings to Wait For field setting so that Unity Connection routes the call before the phone system forwards it and select Save.

Step 8 To change the default Rings to Wait For value for future users, expand Templates and select User Templates.

Note If you change settings in a user template, the settings are not changed for existing users whose accounts were created from that template. Changing the template settings affects only the users who are added after the template changes are made.

Step 9 On the Search User Templates page, select the alias of the user template that you want to change.

Note If the user template does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.

Step 10 On the Edit User Template Basics page, on the Edit menu, select Transfer Rules.

Step 11 On the Transfer Rules page, select the name of the active transfer rule.

Step 12 On the Edit Transfer Rule page, under Transfer Action, confirm that the Extension option is selected for the Transfer Calls To field.

Step 13 In the Transfer Type list, confirm that Supervise Transfer is selected.

Step 14 In the Rings to Wait For field, enter the same setting that you entered in Step 7.

Step 15 Select Save.

Confirm that Phone System Integration Enables Playing the User Personal Greeting for Callers

When callers hear the opening greeting rather than the user personal greeting, confirm that the phone system integration is correctly set up. If the settings are not correct, call forward to personal greeting and easy message access are not enabled. Do the following procedure.

To Verify the Phone System Integration Settings

Step 1 In Cisco Unity Connection Administration, expand Telephony Integrations.

Step 2 Confirm that the settings for the phone system, port group, and ports match those indicated in the applicable Integration Guide for Cisco Unity Connection , at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.

Step 3 Correct any incorrect settings for the phone system integration.

Step 4 Confirm that the extension that the caller reached is the same as the primary or alternate extension of the user.

Step 5 If callers still hear the opening greeting after dialing the user extension, contact Cisco TAC.

Confirming that Busy Greeting is Supported and Enabled

When a call arrives at a busy extension and is forwarded to Unity Connection, phone systems typically send the reason for forwarding (the extension is busy) along with the call.

If Unity Connection does not play the user busy greeting for the caller, the cause may be one of the following:

• The phone system does not provide the necessary call information to support the busy greeting. See the “Integration Functionality” section in the applicable Integration Guide for Cisco Unity Connection , at http://www.cisco.com/en/US/products/ps6509/products_installation_and_configuration_guides_list.html.
• The user has not enabled the busy greeting. See the User Guide for the Cisco Unity Connection Phone Interface (Release 10.x) at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/user/guide/phone/b_10xcucugphone.html or the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool (Release 10.x) at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/user/guide/assistant/b_10xcucugasst.html.
• The alternate greeting for the user is enabled and overrides the busy greeting. See the User Guide for the Cisco Unity Connection Phone Interface (Release 10.x) at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/user/guide/phone/b_10xcucugphone.html or the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool (Release 10.x) at http://www.cisco.com/en/US/docs/voice_ip_comm/connection/10x/user/guide/assistant/b_10xcucugasst.html.

Confirming that Search Scope Configuration Sends Call to Intended Destination

If a caller enters digits to transfer to an extension from the automated attendant or from a user greeting and reaches an unintended destination, check the search scope of the call at the point where the caller enters the digits. Unity Connection uses the search scope to match the extension that the caller dials to an object with this extension, such as a user, contact, or remote contact at a VPIM location. In particular, if your dial plan includes overlapping extensions, it is possible for the caller to enter an extension that matches multiple users or other Unity Connection objects and be transferred to a different object than the caller expects to reach.

To make a match by extension, Unity Connection checks the search space that is currently defined as the search scope for the call. Unity Connection searches the partitions in this search space in the order that they appear in the Assigned Partitions list in Cisco Unity Connection Administration, and returns the first result found.

The search scope of the call when the caller reaches a system call handler is defined by the Search Scope setting on the Call Handler Basics page for the handler, and may either be explicitly set to a particular search space, or may be set to inherit the search space from the call, in which case it may have been set by a previous handler or by the last call routing rule that processed the call. When a user greeting is played, the search scope of the call is defined by the Search Scope setting on the User Basics page for the user in Cisco Unity Connection Administration.

You can trace the search scope of a call by enabling the CDE micro trace (level 4 Search Space). For detailed instructions on enabling the traces and viewing the trace logs, see the “Diagnostic Traces in Cisco Unity Connection 10.x” chapter.