Call Handler Issues

This topic describes issues with directory and interview call handlers.

Directory handler:

  • If the dial plan is set up incorrectly, dial by extension or dial by name does not work.
  • Verify that users and call handlers are placed in the correct partition to be found by the directory handler.
  • Users might have chosen the delist option.

Interview handler:

  • Verify that the questions are active and recorded.
  • Without recordings, the Goodbye call handler is used.

For directory handlers, most issues occur in the search scope settings. If users cannot be found when a caller uses the directory handler, the search scope might be incorrect. Verify that users and call handlers are correctly placed in partitions and that the partitions are listed in the Search Space option that is set in the directory handler. Users can choose to delist their entries from the directory of an extension, in which case there is no actual issue.

Interview handlers need defined questions. These questions must be active and recorded. Without a recorded question, the call handler will not play anything. The Interview call handler executes the After Interview Action after the questions are played. The Goodbye call handler is chosen by default.


Call Handler Transfer Issues

This topic describes how callers can be transferred via caller input, transfer rules, greetings, and message settings.

Control the call flow of call handlers: Caller input to reach other call handlers.

Transfer action to reach extensions.

  • Transfer can be configured in caller input, transfer rules, greeting, and message settings.
  • CSS on voicemail ports and SIP trunk: Without CoS, the voicemail ports and SIP trunk cannot transfer calls.

CoS = class of service.

CoS = class of service

When a call is transferred via the Call Handler option, Cisco Unity Connection sends the call to the specified system call handler. Specify whether the call should transfer to the call handler extension or go directly to the call handler greeting.

When you use the Transfer to Alternate Contact Number option for Call Action, Cisco Unity Connection transfers the call to the phone number or URI that is specified in the Extension or URI field. Specify whether Cisco Unity Connection should transfer the call by releasing it to the phone system or by supervising the transfer. If Supervise Transfer is chosen as the transfer type, specify the number of rings to wait before Cisco Unity Connection ends the attempt to transfer.

If the call flows to Cisco Unified Communications Manager, the voicemail ports or SIP trunk transfers the calls. If a proper CSS is not set, then no extension or DN is reachable. For example, if all devices are in a device partition but the CSSs on the voicemail ports or SIP trunk are set to <None>, then no device is reachable.

Voice Messages

This topic describes the TUI prompts that are played to callers if voice-messaging issues arise.

Callers cannot leave voice messages:

  • User hears “Voice messages are temporarily unavailable.”
    1. Messages can be left but are delayed.
  • After leaving the message and pressing # and 1 to send the message, the caller hears “Your message has been sent.”
  • Mailbox Send/Receive Quota is reached.
    1. User hears “Your mailbox is full. You cannot send or receive messages.”

To enable complete Cisco Unity Connection functionality, check the Mounted check box under Message Storage > Mailbox Stores for the Unity Messaging Database –1.

If the Mounted check box is unchecked, Cisco Unity Connection users cannot retrieve messages, and mailbox store settings cannot be changed in Cisco Unity Connection Administration. However, callers can still leave messages, which are queued for delivery when the mailbox store is available again.

If the mailbox quota for send and receive is reached, callers cannot leave messages. The mailbox quotas can be set under Edit > Mailbox in the user account settings or on a system level. If the caller speaks the message and hangs up, the caller has no way of knowing that the user will not receive the message. Even if the caller presses the pound key (#) and 1 to send the message instead of hanging up the call, Cisco Unity Connection announces that the message has been sent.

Time Schedule

This topic describes how the schedule can be used in rule conditions for time-based call routing in Cisco Unity Connection.

Search for call routing issues as follows:

  • The schedule defines which call routing rule is active and which greeting is played.
    1. Call routing rules are always active by default.
    2. “All hours” is the default for call handlers.
    3. “Weekdays” is the default for users.
  • Users and call handlers have settings for schedule and time zone.
  • Closed Greeting is not enabled by default, which leads to All Hours behavior for greetings.

Call routing rules are, by default, always active. The default schedules “All Hours” and “Weekdays” are used by call handlers and users. By default, call handlers use “All Hours” and users use “Weekdays.” Because the closed greeting is not enabled by default, users in practice have an All Hours schedule. If no closed greeting is enabled, then the standard greeting is used.

Wrong Greeting

This topic describes how a change or new call routing rule might interrupt the correct call routing functionality.

Verify the caller information by using the Port Monitor.

  • If the calling or forwarded number is correct, verify the call routing rules.
    1. By default, calls from known extensions are offered the option to log in.
    2. All other callers hear the opening greeting.
  • The Attempt Sign-In rule must be activated and the conversation set to Attempt Sign-In.
  • No conditions are configured by default for new routing rules.
    1. This behavior leads to unexpected and temporary call routing issues.
    2. Add a rule condition or set the new routing rule to Inactive until the configuration is completed.

By default, only two direct call routing rules exist in Cisco Unity Connection. The first rule is the Attempt Sign In rule. Verify that the rule is active and has no configured rule conditions and that the caller is sent via Conversation to Attempt Sign In. Attempt Sign In sends the call to the user sign-in conversation if the calling number belongs to a user. The calling number is compared with the extensions or alternate extensions. If the call is from an unidentified caller, then the next rule in the routing table is applied. The second and by default the last rule is the standard opening greeting. The same procedure applies to the forwarded call routing rules based on the forwarded number.

When a new routing rule is added, the new routing rule has no rule conditions and is set to Active. Therefore, all incoming calls will use the new call routing rule and the callers are sent to the system directory call handler by default and may search for a number. To prevent this behavior, set the status to Inactive immediately after creating the new routing rule. Then add the rule conditions and set the call action. When these tasks are done, activate the new routing rule again and test for correct functionality.

Rules and Conditions

Search for call routing issues as follows:

  • Check if conditions were added to the default routing rule.
  • Conditions are a positive list.
    1. If no match exists, go to the next condition.
    2. If no more conditions exist, go to the next rule.
  • If the sample condition is added to Attempt Sign In, only the number 2001 is offered the chance to log in.

If the calling number is correct and the extension exists in Cisco Unity Connection, then check for a misconfiguration of the conditions and rules.

Call routing rules are like access control lists. The search begins with the first rule and, within it, the first condition. If there is no match, the next condition is used. If no more conditions exist, the next rule is used and the same process starts again. At the end, the standard opening greeting is played for any remaining calls.

The wildcard X that is used in Cisco Unified Communications Manager for one character can also be configured in Cisco Unity Connection. However, in Cisco Unity Connection, the X has a different meaning. A condition to check for a calling number 2XXX does not match calls from 2001 or 2138. Instead, the standard opening greeting is played.

Additional information about writing conditions for calling numbers is as follows:

  • Choose an operator (In, Equals, Greater Than, Less Than, Less Than or Equal, and Greater Than or Equal) and enter a phone number or number pattern to apply the rule to a phone number from which calls originate. To apply the rule to all originating phone numbers, choose the Equals operator and enter an asterisk (*) or leave the field blank.
  • When choosing the Equals operator, enter an asterisk (*) or question mark (?) as wildcards. The asterisk matches zero or more digits and can be used alone or with other numbers. For example, enter 212* to control routing of all calls from the 212 area code. The question mark matches any single digit. For example, enter 555???? to control routing of all calls from seven-digit numbers that begin with 555.
  • When choosing the In operator, enter a range of numbers (for example, 2000–2599), a comma-separated list of numbers (for example, 4001, 54001, 5554001), or a combination of both (for example, 2000–2199, 3001–3199, 5554001).
  • Add multiple Calling Number conditions to a single routing rule to create more-complex patterns (for example, all numbers in the range 2000–3999 plus all numbers that are greater than 5000). When a call matches all conditions for the rule, the call is routed as specified in Send Call to.

MWI Status

The topic describes how to verify the status of the MWI in Cisco Unity Connection and how to run a synchronization.

Verify the target state of MWIs:

  • Check the user configuration for MWI settings.
    1. MWI needs to be enabled.
    2. The current status shows what the state is on Cisco Unity Connection, not on the IP phone.
  • If the status differs, run an MWI synchronization in the phone system configuration.

The target state of MWIs on Cisco Unity Connection can be verified in the user account configuration under Edit > Message Waiting Indicators. The status in the Current Status field does not reflect the actual MWI status on the IP phone. Cisco Unity Connection cannot determine if MWI is set correctly on the IP phone.

MWI needs to be enabled for each Cisco Unity Connection user; this setting is the default when new users are created.

When you fix an MWI issue such as a class of service problem, run a synchronization of all MWIs. This synchronization can be run under Telephony Integrations> Phone System for the phone system that is integrated with Cisco Unified Communications Manager.

MWI Issues

This topic describes MWI issues with an SCCP integration.

MWI issues with SCCP integration:

  • The MWI number CSS has no access right to call the IP phone of the Cisco Unity Connection user. New partitions or features that introduce new partitions (Cisco IP Manager Assistant) often cause MWI issues.
  • MWI on and off might have different or switched numbers in Cisco Unified Communications Manager and Cisco Unity Connection, or MWI is not enabled.

An MWI that does not work in a Cisco Unity Connection and Cisco Unified Communications Manager integration is typically the result of a CoS issue or MWI number mismatch.

MWI numbers are configured in Cisco Unified Communications Manager. In this example, 2510 is configured for MWI on and 2511 is configured for MWI off. Verify that these numbers are also configured for MWI on and off in Cisco Unity Connection. Sometimes customers switch (or simply mistype) the MWI numbers.

The MWI numbers in Cisco Unified Communications Manager need a CSS. This CSS must be able to call the IP phone to turn the MWI on or off. Try to dial the MWI on number from the IP phone. If the MWI is turned on, then the problem is on Cisco Unity Connection. Dialing the MWI off number turns MWI off again.


This quick test works only if the IP phone has access rights to call the MWI on number.

If new partitions are introduced (for example, when the Cisco Unified Communications Manager Assistant feature is implemented, managers might lose MWI functionality. If so, the CSS for the MWI on and off numbers must be extended to include the new partition.

In the port-group configuration under Telephony Integrations> Port Group on Cisco Unity Connection, MWI must be enabled, as shown in the figure. In addition, the Send MWI Requests parameter must be enabled under Telephony Integrations> Port.