Auto Attendant Routing issues in Cisco Unity Connection

The CUC is integrated with SIP and route pattern is created on Cisco Unified Communication Manager to reach the pattern 1450 which is the AA number through a sip trunk, this sip trunk pointed to Cisco Unity Connection

A System Call handler called AA-Main is created with extension 1450 to provide an Auto Attendant solution to reach the Sales team when pressing 1 and Support team when pressing 2.

A users complain that when they calls the Auto Attendant System 1450 defined in Cisco Unity Connection, they cannot reach the AA et hear the openning greeting “Enter your pin followed by pound etc….” instead of the Auto Attendant greeting,

The cause of this problem is the Default Call-Routing Behavior. When users dial the AA number 1450, CUCM routes this call to CUC through SIP trunk, the CUC considers this call as a Directed calls, before handling the call with the system call handlers

CUC needs to route the call using the call routing rules.

For direct calls two routing rules can be applied:

-Attempt Sign In if the calling number is associated with mailbox

-Opening Greeting if the calling number is not associated with mailbox

To solve this problem and the users will be routed to the System Call Handler AA 1450, a new routing rule with a dialed number 1450 as condition should be added with the following configuration:

-Send Call To -> Call Handler: AA-Main

-Direct Routing Condition Rule Condition -> Dialed Number EQUAL 1450

Now when users dials the AA number 1450, the CUC looks in its routing table a match rule, from TOP – DOWN, and finds a match with a condition DIALED NUMBER 1450 and makes an action defined in the “Send Call to AA-Main” and now the users are redirected to the Auto Attendant and navigate through the menu offered by the system.

Published by:

Redouane MEDDANE

Redouane MEDDANE is Cisco Instructor CCSI #35458, 3xCCNP Collaboration, Security and Enterprise and he a published author of some of the most important OSPF Protocol, Security and Collaboration books in the world titled OSPF Demystified With RFC, Network Security All-in-one, and Dial Plan and Call Routing Demystified on CUCM. He is also a blogger at and writes articles about collaboration and security to demystify the most complex topics. His books are known for their technical depth and accuracy especially the OSPF Demystified With RFC book, which is considered as the best OSPF book in the world and named "One of the best OSPF ebooks of all time" by BookAuthority It gives you a hint at the ability to explain complex topics with remarkable ease. He worked as a Cisco Instructor and consultant indifferent Cisco Learning Partner and awarded twice as Cisco Distinguished Instructor Award and Cisco Security Instructor Excellence Award on 2018 and 2019, and Cisco Collaboration Instructor Excellence Award on 2020. The Distinguished Instructor Award recognizes the top 5% of Cisco's most influential CCSI's who provide the highest quality training experience and demonstrate the best overall instructor performance across multiple Cisco technologie and Instructor Excellence Award recognizes the top 25% of elite CCSIs being recognized for delivering top quality training and maintaining high customer satisfaction in their field of expertise.

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