Cisco Unity

Introduction

This document addresses the Cisco Unity problem of outside calls going directly to voice mail without ringing a subscriber's extension.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

This document is not restricted to specific software and hardware versions.

Note: Make sure that you use the compatible version of Cisco Unity-CM TSP when Cisco Unity is integrated with Cisco Unified CallManager. For information regarding the compatibility matrix, refer to SCCP Compatibility Matrix: Cisco Unity, the Cisco Unity-CM TSP, Cisco Unified CM, and Cisco Unified CM Express.

Conventions

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

Problem - Call goes to the voicemail without ringing the Phone

The default subscriber template is used when adding subscribers to Cisco Unity unless you choose to use another customized template. The default subscriber template is set up to transfer all calls directly to voice mail, without ringing their phone first. All callers to a subscriber who is created using the default subscriber template will hear the following message, even when the subscriber is available to take the call.

Sorry, the subscriber you want to reach is currently unavailable. Please leave a message.

Solution

To prevent this, the default subscriber template must be modified. To do this, go to Subscriber > Subscriber Template > Call Transfer. This window appears:

Under Transfer incoming calls to subscriber's phone?, check one of these options:

• Yes, ring subscriber's extension

• Yes, ring subscriber at this number

Save the setting and all subscribers created with the template, going forward, will be configured properly and calls will be transferred to the subscriber's phone instead of going directly into voice mail.

If the subscriber has already been created, you can modify this setting for an individual subscriber by going to Subscriber > Subscribers > Call Transfer and checking one of these options:

• Yes, ring subscriber's extension

• Yes, ring subscriber at this number (enter extension to ring)

You can use the BulkEdit utility from Cisco's Software Center (registered customers only) to modify several subscribers at once.

Once the Call Transfer setting is modified, all calls will be transferred to the subscriber's phone instead of going directly into voice mail.

Problem - Call goes to the voicemail after one ring

Whenever a call to a particular extension is made, it rings just once and then is forwarded to the voicemail. This situation indicates that the primary extension is not unique or not configured correctly.

Solution

Perform these steps:

1. Delete the instances of the extension.

2. Recreate the extension and assign it as a primary extension to only one user.

Related Information

• Voice Technology Support
• Voice and Unified Communications Product Support
• Troubleshooting Cisco IP Telephony
• Technical Support - Cisco Systems