Transfer to Voicemail

One common function of phone systems is having the ability to transfer calls to someone’s voicemail box. By default, there isn’t a feature that’s part of a CUCM and Unity integration that allows you to transfer a call to voicemail. You have to transfer the call to their extension and the call would ring until one of your Call Forward settings sends the call to their voicemail box. Alternatively, you could place the call on hold and navigate your voicemail system until you reach the destination box and transfer the call.

Both of these examples introduce unwanted delay and may frustrate the caller. By introducing this Transfer to Voicemail feature, you can allow for the quick transfer of calls.

You can setup Transfer to Voicemail function using the following steps:

1. Create a new Voice Mail Profile by going to Voice Mail > Voice Mail Profile and clicking Add New in Cisco Unified CM Administration.
2. Assign the new Voice Mail Profile something descriptive such as “TransferToVM”, assign your existing VM Pilot to Voice Mail Pilot and assign it a mask of XXXX (assuming a four digit dialplan, use sufficient wildcard characters to cover yours). Click Save.
3. Create a CTI route point by going to Device > CTI Route Point and give it Device Name that you gave your Voice Mail Profile that you created in step 2. This isn’t necessary but helps you tie the  the profile and the route point together. Assign it an appropriate CSS, Partition and Location attributes. Click Save.
4. Once you save the route point, you are able to assign an extension to it. If you use 4 digit dialing, use the Directory Number of *XXXX (similar to step 2, use sufficient wildcard characters to cover your dialplan). Under the DN Properties of *XXXX, assign the Voice Mail Profile that you created in the previous step and check the Voice Mail check box under Forward All. Click Save and reset the CTI RP.

Following these steps, you should be able to dial *+DN and directly reach that extensions voice mail box.

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