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Key mapping to extension. RRS feed

  • Question

  • Hi,

    I have setup Exchange 2010 with Unified Messaging role and Lync 2010. They are integrated and working fine.

    I also have a prompt that says: "Welcome to CompanyABC. If you know the extension number of the person you wish to speak to, please dial now. Alternatively, press 1 for Group1, 2 for Group2, 3 for Group3, 9 for Group4 or hold the line".

    Each extension has 3 digits and what I need to achieve is if the user press 3 digits on the main prompt, he gets transferred to the extension. However, this seems not to be an option on the UM Auto Attendant because the key mapping only accepts one digit.

    Does anyone know how to implement this scenario on Exchange UM?

    Thanks in advance,

    Giancarlo

    Friday, October 7, 2011 3:25 AM

Answers

  • Hi Giancarlo,

    Do you create UM Dial Plan for the extension?

    You need to create UM Dial Plan for the extension with URL type:Telephone Extension and Number of digits in the extension:5. In this UM Dial Plan Properties, check the Allow calls to extensions in Dialing Restrictions tab. 

     


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    Thursday, October 13, 2011 2:44 AM
    Moderator

All replies

  • Hi,

    I assume that you have configured users as Enterprise Voice Enabled. Have their Tel UTI changed to tel:+<DID Number>;Ext=<User 3 digit Extension>

    also you need to create a Dial plan in voice routing to match exactly with the UM Dial plan. and in UM Auto attendant, you need to enable the "transfer to internal Extension" option.

    once done, in the middle of the welcome prompt, you should be able to dial the 3 digit extension and transfer the call to the user.

    Thamara.

    Friday, October 7, 2011 5:18 AM
  • Hi Thamara,

     

    Thanks for replying. So, my users have the Enterprise Voice feature already enabled. They have the URI tel on the following format: tel:+61288013457. On this case I should change it to tel:+61288013457;Ext=457? 

    My Dial Plan has a normalization rule that matches the pattern ^(4\d\d)$ and translates to +61288013$1. When I dial 457 from a deskphone for example, it gets automatically translated to +61288013457. 

    I also created an UM Auto Attendant but I don't know how I am gonna setup the extension transfer because every time I try to dial the extension it does not accept more than 1 key as input.

     

    Thanks,

    Giancarlo.

    Saturday, October 8, 2011 1:46 PM
  • yes. you need to add the ext=xxx part in end of the line URI. you can keep your existing Dialplan. no need to change any thing. adding ext=xxx means that you enable the "extension" part in SIP messages. Have you configured below setting i Attendant?

    Saturday, October 8, 2011 2:51 PM
  • HI,

    it doesn't allow you to dial more than 1 key is that you have enabled Key Mapping. and also i've observed that without using the ext=xxx, it still works but you have to punch the whole Tel URI to get it transfered to the extension,

    But if you use ext=xxx, you have to make sure that the users UM mailbox extension is same as the ext= part. else it'll say "Unable to transfer to the extension"

    Thamara.

    Sunday, October 9, 2011 1:41 AM
  • Hi Thamara,

     

    The "Allow calls to extensions" setting was enabled. I also added the ;Ext to enable the extension on SIP messages for each user. However, when I dial the main number and type 457 for example, it returns a message saying "4 is not valid". Probably because it is trying to translate to a key which is not mapped. How can I setup the Auto Attendant to accept more the one digit, while I am listening to the main prompt and then transfer to the extension?

    Thanks,

    Giancarlo. 

    Sunday, October 9, 2011 1:57 AM
  • I've tried enabling the Key mapping and it messed up my ability to dial internal extensions. But it still allow me to dial more than one digit.

    can you remove the check mark from Key mapping, Restart the UM Service and try again? it should work because it's working for me.

    Thamara.

    Sunday, October 9, 2011 2:14 AM
  • Hi Thamara,

     

    I created another UM AA with no key mapping and the setting to allow call to extensions enabled. From the main AA I added a key mapping that runs the AA I just created. Now, if the caller wants to dial an extension he will press the key 5 for example, and the new AA will run.

    However, when I get connected to the new AA and dial the 3 digit extension, the prompt returns saying that the call cannot be transferred. When I looked at the deskphone screen it shows that it is trying to dial only the 3 digits and for some reason the AA does not translate to the user's number. Could you please help me with this issue?

     

    Thanks,

    Giancarlo.

    Sunday, October 9, 2011 11:01 PM
  • is the Correspondent User's UM Mailbox extension is same as the Tel URI's ext= part? if it's not the same, then AA will not transfer the call.

    Thamara.

    Monday, October 10, 2011 12:37 AM
  • Hi Giancarlo,

    Do you create UM Dial Plan for the extension?

    You need to create UM Dial Plan for the extension with URL type:Telephone Extension and Number of digits in the extension:5. In this UM Dial Plan Properties, check the Allow calls to extensions in Dialing Restrictions tab. 

     


    Please remember to click “Mark as Answer” on the post that helps you, and to click “Unmark as Answer” if a marked post does not actually answer your question. This can be beneficial to other community members reading the thread.
    Thursday, October 13, 2011 2:44 AM
    Moderator
  • you are probably trying to acheive both DTMF key mapping dialing AND extension dialing at the same time. Exchange UM AA cannot do this. Below is a work around:

    http://windowspbx.blogspot.com/2013/04/how-to-achieve-dial-by-extension-with.html?showComment=1390403964024#c1243844103915151016

    http://lync.ideascale.com/a/dtd/Exchange-UM-Auto-Attendant-Dial-Extension-or-Key-Mapping/423149-16285


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