There are several reasons that a rule set can fail:

• Personal call transfer rules are used only when the active basic rule—the standard, alternate or closed transfer rule—is set to apply personal call transfer rules instead of the basic settings.

• If the rule set is specified for a day of the week, but another rule set is enabled for a date range that includes the current date, the date range rule set takes precedence.

• Transfers to a destination without a complete dialable phone number may fail. If there is no other destination to try, the caller is transferred to voicemail.

Use the following troubleshooting steps to resolve the problem:

• Confirm that the active basic transfer rule is configured to use personal call transfer rules. See the “Configuring Basic Transfer Rules to Use Personal Call Transfer Rules” section on page 27-3.

• Use the Call Transfer Rule Tester to check the validity of the rule. The test tells you which rule is currently being invoked. Based on the results, you may want to reprioritize the rules within the rule set.

  Note	The rule set that contains the rule that you are testing must be enabled or active in order for the Call Transfer Rule Tester to work.

• Confirm that the destinations for the rule set contain dialable phone numbers, including any outdial access codes required by the phone system.

• On the Rules Settings page, confirm that the Disable All Processing of Personal Call Transfer Rules check box is not checked. When the check box is checked, all rule processing is disabled.

When a personal call transfer rule has a condition that is based on a Microsoft Exchange calendar appointment, the rule might not be applied as expected. Calendar information is cached every 30 minutes, so a newly created appointment may not yet be cached.

Try the following troubleshooting steps:

• Confirm that the Exchange external service is configured properly. In Cisco Unity Connection Administration, expand Unified Messaging > Unified Messaging Services, confirm that all settings are correct.

• Confirm that the applicable service is configured as an Unified Messaging Account for the user. In Cisco Unity Connection Administration, select Users and search for the user. On the Edit User Basics page, on the Edit menu, select Unified Messaging Accounts and verify settings.

  Note

  See the “Calendar and Contact Integration” section of the “Introduction to Unified Messaging” chapter of the Unified Messaging Guide for Cisco Unity Connection, Release 12.x, available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/unified_messaging/b_12xcucumgx.html for detailed information on setting up external service accounts.

• Confirm that the Exchange-server and Unity Connection-server clocks are synchronized to the same time source.

• If you believe that the problem is due to newly created calendar appointments, you can get around the 30-minute lag for caching appointments by forcing an immediate caching. See the “Forcinging an Immediate Caching of Calendar Appointments” section on page 27-4.

• To permanently change the interval at which Unity Connection caches calendar information, see the “Changing the Interval at Which Unity Connection Caches Calendar Information” section on page 27-4.

Note	The information in this section is not applicable to Cisco Business Edition.

If the phone menu option that sets or cancels forwarding all calls to Cisco Unity Connection is unavailable, try the following troubleshooting steps:

1. Confirm that the AXL server settings for the phone system are correct. In Cisco Unity Connection Administration, expand Telephony Integrations > Phone System. On the Phone System Basics page, on the Edit menu, select Cisco Unified CM AXL Servers, and verify settings.

   Note

   See the “Phone System” section of the “Telephony Integrations” chapter of the System Administration Guide for Cisco Unity Connection Release 12.x for detailed information about AXL server settings. The guide is available at https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/12x/administration/guide/b_12xcucsag.html.

2. Check to see if the publisher Cisco Unified CM server is shut down or if there are network connectivity issues between Unity Connection and the publisher Cisco Unified CM servers. Use the Test button on the Edit AXL Server page to test the connection. If the Cisco Unified CM publisher database is down, Unity Connection cannot change the Call Forward All (CFA) setting for the phone.

The option to forward all calls to Unity Connection is available only in integrations with Cisco Unified CM versions 4.0 and later. The option is not available with earlier versions of Cisco Unified CM or with Cisco Unified CM Express.

Callers may notice inconsistent behavior when calling a user through the Unity Connection automated attendant and when dialing the user phone directly. Rules are typically applied immediately to calls placed through the automated attendant, while direct calls must wait until the Call Forward No Answer timer for the phone expires before the call is forwarded to Unity Connection. Rules are then applied.

Use the following steps to provide a consistent caller experience regardless of how a call is placed:

1. To set a user phone to always ring first before rules are applied, turn off the Forward All Calls to Cisco Unity Connection feature by phone. Then, in the Personal Call Transfer Rules web tool, on the Preferences menu, select Rules Settings. On the Rules Settings page, check the Always Ring Primary Extension Before Applying Call Transfer Rules check box.

2. To set user rules for immediate processing, turn on the Forward All Calls to Cisco Unity Connection feature by phone. Then, in the Personal Call Transfer Rules web tool, on the Preferences menu, select Rules Settings. On the Rules Settings page, uncheck the Always Ring Primary Extension Before Applying Call Transfer Rules check box.

Call looping can occur when calls that are forwarded by Unity Connection are forwarded back to Unity Connection and rules are applied again. Callers may experience inconsistent behavior, such as repeated instances of the opening greeting or continuous attempts to reach the same destination.

The following settings can be used to prevent call looping conditions:

• In Cisco Unity Connection Administration, expand Telephony Integrations > Phone System and select the applicable phone system. On the Phone System Basics page, check the Enable for Supervised Transfers check box. The Enable for Supervised Transfers setting causes Unity Connection to detect and terminate call looping conditions so that calls proceed correctly.

• In the Personal Call Transfer Rules web tool, on the Destinations > View Destinations page, check the Loop Detection Enabled check box for any phone-type destinations to help eliminate call-looping problems with Unity Connection forwarding calls to the mobile phone of the user, and the mobile phone forwarding the calls back to Unity Connection. When the Loop Detection setting is enabled, Unity Connection either transfers the call to the next assigned device (if the user has created a destination group) or transfers the call to voicemail if there are no additional destinations defined.

• Allow Unity Connection to maintain control of calls by setting the value in the Rings to Wait field for rule destinations to be less than the value in the Cisco Unified Communications Manager Forward No Answer Timer field. The Cisco Unified CM Forward No Answer Timer value defaults to 12 seconds. A ring occurs approximately every 3 seconds. Therefore, setting the Rings to Wait value for Unity Connection destinations to 3 rings allows Unity Connection to maintain control of the call. The supervised transfer initiated by Unity Connection pulls the call back before the loop begins, and attempts to transfer the call to the next destination or to voicemail, as applicable.