Thursday, July 29, 2010

Exchange 2007 Unified Messaging Auto Attendant unable to transfer to OCS 2007 R2 Response Group

I was at a client’s office early this week to migrate a department to OCS moving them off of a BCM 400. The client’s a law firm and wanted to set up a call tree allow inquires to the “Personal Injury” department to flow through 2 groups of employees:

Group 1

Employees: 3 x PI (Personal Injury) students

Selection: Round robin

Duration: 20 seconds

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Group 2

Employees: Associate #1, Associate #2, Associate #3.

Selection: Serial

Duration: 20 seconds

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If none of these people answer the call, forward call to voicemail.

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Easy enough right? So I proceeded to configure the RSG contact object, agents, queues, workflow for 2 Basic Hunt Groups with the respective settings and assigning extension 852 to Group 1 and 853 to Group 2. I then created a generic AD account, enabled it for email (you cannot enable a user for UM unless they are enabled for messaging: http://terenceluk.blogspot.com/2010/07/enabling-user-for-exchange-2007-unified.html), and then assigned it the extension 854. Prior to actually changing the auto attendant to include an announcement for this extension, I dialed the auto attendant, punched in 852 to try and test the flow only to find that I get a:

“Sorry, I am unable to find the person with that extension…”

From here on, I logged into MOC with a user enabled for enterprise voice and hit 852 then dialed and it works. Then I thought about the EUM attribute for each user that is enabled for UM and remembered that if that field is not populated, AA will not find that user. RSG contacts don’t have such attributes because they don’t even show up in Exchange 2007’s management console recipients.

image

I proceeded to do some searches and found a few forum posts that this isn’t going to work.

The workaround? Configure the generic mailbox with the extension 854 to forward to extension 852 (Group 1). Configure group 2 to forward directly to voicemail of the generic mailbox’s SIP address.

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