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Cisco Unified Communications Manager (CallManager)

Configure the Forward No Answer Timeout in Unified Communications Manager

Document ID: 12447

Updated: Feb 24, 2012

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Introduction

This document explains how to modify the time a caller has to wait before being forwarded. This document applies to cases where a Call Forward No Answer (CFNA) condition is configured on the phone.

This parameter is sometimes referred to as the Forward to Voice Mail Timeout because many Cisco CallManager systems forward unanswered calls to a voice mail system such as Cisco Unity.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

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

  • Cisco CallManager versions 3.1, 3.2, 3.3, and Cisco Unified CallManager releases 4.0 and 4.1

  • Cisco Unified Communications Manager 7.x

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

When a user calls a phone where CFNA is set, the phone rings for a few seconds. If the call is not answered, it is forwarded to the configured destination. Some users might complain that they have to wait a long time before the call is forwarded to voice mail or another extension. Sometimes the ringing period is too short. This leaves very little time for users to pick up the call. It is possible to tweak the length of this waiting period. In order to do this, the user must modify the Forward No Answer Timeout, which designates the number of seconds to wait before it forwards on No Answer Condition. A valid value is any value greater than or equal to 1.

This is applicable to all Cisco CallManager 3.x releases , Cisco Unified CallManager releases 4.0 and 4.1, and CUCM 6.x, 7.x and later.

Solutions

The Forward No Answer Timeout parameter can easily be configured on Cisco CallManager in order to adjust the time a user must wait. The default timeout is set to 12 seconds. This means that if the settings are not modified, the system waits 12 seconds before it forwards the call. If you set this value to less than 4 seconds, the phone rings only once and does not give enough time for the users to attend the call. This is a global parameter. Therefore, changing this value affects the behavior of all phones. It cannot be changed on a per user or telephone basis. When you change this value, be sure to change it for all CallManagers in the cluster. These three sections explain how to modify the settings based on your version of Cisco CallManager.

Cisco CallManager versions 3.1 and later have two features that can provide assistance when you configure parameters such as Forward No Answer Timeout on the server. The two features are:

  • The forward_no_answer_timeout13.gif icon.

  • Parameter names that are hyper-linked to help files. Click on the Forward No Answer Timeout text to view the on-line help.

Cisco CallManager Version 3.0

Complete these steps.

  1. Go to Cisco CallManager System Parameters from the Cisco CallManager 3.0 Administration page. Select Service > Service Parameters.

    forward_no_answer_timeout1.gif

  2. Select your server on the left.

  3. Click Cisco CallManager on the right hand side in the Configured Services field.

    forward_no_answer_timeout2.gif

  4. Select Forward No Answer Timeout from the Configured Services Parameter field.

    forward_no_answer_timeout3.gif

  5. In the Value field, insert the timeout that you would like to configure (the time must be inserted in seconds). The default is 12 seconds.

  6. Click Update.

  7. Restart Cisco CallManager to implement the changes.

Cisco CallManager Versions 3.1 and 3.2

Complete these steps.

  1. Go to Cisco CallManager System Parameters from the Cisco CallManager Administration page. Select Service > Service Parameters.

    forward_no_answer_timeout4.gif

  2. Select your server from the drop-down list.

    forward_no_answer_timeout5.gif

  3. Click the Cisco CallManager service on the left hand side.

    forward_no_answer_timeout6.gif

    forward_no_answer_timeout7.gif

  4. Select Forward No Answer Timeout from the Configured Services Parameter field.

    forward_no_answer_timeout8.gif

  5. In the Value field, insert the timeout that you would like to configure (the time must be inserted in seconds). The default is 12 seconds.

  6. Click Update.

    Note: You do not need to restart the Cisco CallManager service to implement the changes.

Cisco CallManager Version 3.3 and Cisco Unified CallManager Versions 4.0 and 4.1

Complete these steps.

  1. Go to Cisco CallManager System Parameters from the Cisco CallManager Administration page. Select Service > Service Parameters.

    forward_no_answer_timeout9.gif

  2. Select the server to be your IP address and the service to be Cisco CallManager from the drop-down list.

    forward_no_answer_timeout10.gif

    forward_no_answer_timeout11.gif

  3. Select Forward No Answer Timer (sec) from the list.

    forward_no_answer_timeout12.gif

  4. In the Value field, insert the timeout that you would like to configure (the time must be inserted in seconds). The default is 12 seconds.

  5. Click Update on the top of the page.

    Note: You do not need to restart the Cisco CallManager service to implement the changes.

Cisco Unified Communications Manager 7.x and later

The above mentioned steps for Call Manger 4.x are still applicable for CUCM 7.x and later versions. Complete these steps in order to configure Forward No Answer system wide:

  1. Go to System > Service Parameters from the Cisco Unified CM Administration page.

    forward_no_answer_timeout14.gif

  2. Select the server to be your IP address and the service to be Cisco CallManager from the drop-down list.

    forward_no_answer_timeout15.gif

  3. Select Forward No Answer Timer (sec) from the list.

    forward_no_answer_timeout16.gif

  4. In the Value field, insert the timeout that you would like to configure (the time must be inserted in seconds). The default is 12 seconds.

  5. Click Save at the top of the page.

Related Information

Updated: Feb 24, 2012
Document ID: 12447