UM AA key mapping to Extn not working properly RRS feed

  • Question

  • I'm hoping someone can help me out. We are using Exchange 2010 UM with an audio codes gateway from our Nortel CS1000. When a caller dials into the Auto Attendant they can press 3 to be Transferred my EXTN. The call is transferred and it rings 3 times, if I don't answer the caller hears "Sorry I couldn't transfer your call" and then they are back in the Auto Attendant menu options again.

    I want the caller to end up in my voice mail if I don't answer.  This isn't an issue for only my extn/voice mail.  It is the same for all users. 

    If you dial the speech enabled AA and say my name or any other users name the call is transferred and does the same as explained above.

    I'm not sure if this is an audio codes issue or an Exchange issue.  The phones on the PBX are all programmed to go to voice mail after 4 rings.

    I appreciate all the help I can get,


    Monday, March 14, 2016 4:13 PM

All replies

  • Have you traced the call on your Audiocodes? Look at your diversion headers. Also, make sure logging is set to expert level on Exchange for the UM components, and look at the application event log on the UM server after a failed call.

    I've seen similar issues when initially attempting to transfer to an extension and CFNA kicks in the call comes through with some un-needed diversion headers. I think the issue I've seen before is the last diversion header is the AA extension. When that hits UM after CFNA, the UM tries to match the AA number to a mailbox and cannot. You may be able to resolve the issue by enabling history-info on audiocodes.

    I've also seen issues when using call forwards inside the PBX to send calls to an auto attendant. For instance, if your AA is x3000, but you create a phantom extension x4000 in the PBX and forward it to x3000, you will get bad diversion headers when the call hits Exchange. Instead of forwarding inside the PBX, you should either translate extensions in the PBX or at the AC.

    Thursday, March 24, 2016 11:35 PM
  • Hello Lynn TELE,

    Did you ever get this worked out?

    I am having a similar issue and am having issues isolating the problem. Any help would be awesome!



    Friday, June 30, 2017 6:23 PM
  • Have you activate to leave a voicemail instead on your exchange um Dialplan/auto Attendant?

    regards Holger Technical Specialist UC

    Wednesday, July 19, 2017 10:41 AM
  • Thanks, I got it worked out. I had to set the SBC (Sonus SBC 1000) to look at first Diversion Header instead of the default of last and it worked fine.

    Thanks for your reply.



    Monday, July 24, 2017 4:35 PM