This document describes one method used to enable a Cisco Unity
subscriber to transfer a caller from their voicemail to an external number.
This can be useful if the subscriber is often out of the office and would like
to be reached at his/her cell phone or other external phone. Typically, the
subscriber's greeting says "I am not in the office right now. If you need to
reach me press 3 to be transferred to my cell phone". This document discusses
how to set up such a transfer and how to troubleshoot common problems.
The user should have some familiarity with the Cisco Unity System Admin
(SA) Web interface.
The information in this document is based on these software and
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.
For more information on document conventions, refer to the
Technical Tips Conventions.
Complete these steps to transfer a caller from your Cisco Unity
voicemail to an external phone.
Create a transfer call handler.
The purpose of this new call handler is to act as a transfer agent
to the external phone. In this example a new call handler called
"MorganTransfer" has been created. From the Call Handler's section, select the
blue Plus (+) button and type in the name of your new call
handler. When you are finished, save the call
Configure the new call handler to transfer to the external number.
From the Call Transfer section under the
Call Handlers heading, you see the screen below. In order
to transfer to an external phone, select Yes, Ring a subscriber at this
In this example, the call is transferred to 7002, which represents
an external number.
Note: If a trunk code is required for external line access, include
that in your dial string.
From the Subscriber heading, select Caller Input
and select the number you want callers to press in order to transfer to an
In this example, key 1 is selected.
Select Send caller to.
Use the pull down menu to choose Call handler.
Click the find button to select your newly created
call handler (in this example, "MorganTransfer").
Under the Conversation menu of this screen select Attempt
transfer for and save.
Change your voicemail greeting to reflect this new option.
For example, your voicemail greeting might be updated to say, "I am
not in the office right now. If you need to reach me on my cell phone, please
press 1 now; otherwise leave a message." If the caller presses 1, they are
transferred to the number you specified in the transfer call handler. To verify
that this works you can use Call Viewer (select Start >
Programs > Unity > Call
Viewer) to show that the subscriber's voicemail transfers the call.
When you press 1, you should also hear the Cisco Unity operator say,
There are usually a few common issues administrators have when
configuring the transfer. In the first issue, the Administrator fails to select
the Attempt to transfer for option and leaves the default,
Send to greeting for. If the default Send to greeting
for is selected, then the caller hears the error message, "Sorry the
extension you requested was not available" and the caller is not transferred to
the external phone.
Another issue that prevents this transfer from working is that your
Cisco CallManager's Calling Search Spaces (CSS) may be blocking the transfer.
Check the event log on the Cisco Unity server. You may see messages that
indicate that the blind transfers to your external phone "failed, due to
reorder tone received". If you get these errors, change the CSS for the
voicemail ports in Cisco CallManager to include partitions with access to
gateways that calls to the external number need to go through. When you make
changes to the CSS for the voicemail ports, those changes are not effective
until the voicemail ports are reset. The easiest way to reset the voicemail
ports is to stop and start the Cisco Unity services, or stop and start Cisco
Unity from the systray icon. During a reset of the Cisco Unity
voicemail ports, there is an interruption of service.
If there is a trunk code (for example, 9) you need to add that to the
external phone number. For example, if the number is 5551212, you need to
pre-pend it (for example - 9,5551212).