I am unable to use the call redirect step in my script to send a caller off to a voicemail box. What happens when the caller reaches that step is I can heard the digits being dialed by the UCCX system which I find odd, I get two rings then I get the system prompt of “I’m sorry we are currently experiencing system problems.”

Here is the configuration:
Variable VM_Field_Support:
    Type: String
    Name: VM_Field_Support
    Value: “#277500”
Call Redirect:
    Destination: VM_Field_Support
    Called Address: Reset To: --Destination—

On the CUCM side we have a CTI route point setup that takes #XXXXXX and then strips off the # and forwards the remaining digits to the voicemail system. This works to call any extensions voicemail directly you just need to put a # in front of the extension.

So I’m confused as to why the UCCX when it gets to this step one I as the caller hear the digits dialed and two can’t make the call. My CTI ports sit in the same CSS / Partition as my desk phone for testing and my desk phone can make a call to that Voicemail Transfer CTI route point.

**UPDATE**

So if I go to my Call Redirect step and put my VM pilot number under Destination and then the mailbox number under Called Address Reset to it works. The real question now I guess is why can't I rely on my CTI route point CUCM side to take care of this?

Any thoughts?

Thanks,
Tim