Transferring a Call Directly to Voicemail

Wouldn't it be great if you could transfer a caller directly to another user's voicemail box without having to go through a menu system? Ever wanted to leave another employee a voicemail without actually having to talk to them?

By setting up a couple of simple objects on your CallManager, both of these are possible! You
1. Create a Voicemail Profile

The first thing that is required is a Voicemail (VM) profile. A VM profile is a rule that is designed to fool Unity into thinking that the call came from somewhere that it did not. For example if you have a user that has two extensions (lets say 1234 and 5678)  you can set up a VM profile so that regardless of which extension the call is being forwarded to the VM system from, CallManager will always tell Unity that it came from 1234, which is the extension that the VM system will recognize. In our case, we want to set up a rule that says, regardless of where the call came from, that it is coming from the extension we dial. Follow the steps below to create the voicemail profile.
 

To create a voicemail log into the CCM Admin page and select Voice Mail and then Voice Mail Profile from the Features menu.

Select the Add a New Voice Mail Profile link in the top left corner.

Set the Voice Mail Profile Name and Description to be "TransferToVM".

Leave the Voice Mail Pilot at the default setting of "<Use Default>".

Set the Voice Mail Box Mask to XXXX.
(This is assuming that you have a four digit dial plan, or four digit extensions. Extend this mask to fit your actual dial plan requirements)

Do not check the Make this the default Voice Mail Profile for the system option or you will cause big problems!

2. Create a CTI Route Point

Now that we have the VM Profile created we have to make a way for CallManger to send the masked calls to Unity. We will use a CTI Route Point to achieve that result. Follow the steps below to create the CTI Route Point.
 
Select CTI Route Point from the Device menu.

Set the Device Name and Description to "TransferToVM". Assign the device to the default device pool. Leave all other settings at their default options and click Insert.

You will be prompted to click OK to add a Directory Number (DN) to the newly created CTI Route Point.
 
Set the Directory Number to *XXXX

Set the Voice Mail Profile to "TransferToVM", the profile we set up in the first step.

Check the Voice Mail box next to Foward All in the Call Forward and Pickup Settings section.

Click the Insert button to add the line..

 

2. Using the Patterns

You have now completed all of the necessary steps to call, or transfer, directly into a users' mailbox. To use the system simply dial * followed by the four digit extension. You should immediately hear their outgoing message.

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