Exchange UM Auto Attendant Key Mappings Not Transferring Calls After SP1

After upgrading my Exchange 2010 environment to SP1 we ran into an issue where our Auto Attendant would not transfer calls to our OCS Response Groups and users. If you dialed by name or number, it would transfer, but if a key mapping was set to transfer to an extension, it would fail.


Primary AA

Key Mapping of 1 set to extension 1000

Extension 1000 is an OCS Response Group Workflow

Key Mapping 4 is set to a separate auto attendant that is speech enabled and intended for use with saying a persons name or extension to reach them.

When a caller pressed the 1 key, the attendant would say “The call could not be transferred”

When pressing 4, and then entering the same extension, 1000, the call would dial properly.

I setup a new AA to run some tests and tried everything imaginable to get this working. No matter what I did, the key mappings would not transfer to an extension, or a full DID of a user off of the auto attendant. All other dial by name or extension functionality worked.

Running traces on the OCS front end and mediation showed no sign of a refer happening, which would appear when the call transfer was attempted.

I finally broke down and opened a PSS case, they had me set a dialing restrictions rule on the Dial Plan and Auto Attendant to allow all numbers.



Now, normally ,this was only used to dial outbound, so if a user setup dialing rules on their mailbox, or the auto attendant or dial plan had to call a number outside of the organization. I had previously no rules that allowed for any internal number patters, only 10 digit external number patterns.

This is just a normal allow all rule:


By setting a rule to allow all dialing and applying it to the dial plan and auto attendant, the issue was resolved.

I will update as soon as I find out if this is a bug, or if it is how it is going to be going forward.


If you like it, share it!

    Posted on by Randy Wintle in Exchange 2010, Exchange UM, OCS 2007 R2, Unified Communications 6 Comments

    6 Responses to Exchange UM Auto Attendant Key Mappings Not Transferring Calls After SP1

    1. Kris

      Hi Randy,
      Thanks for your post I thought for sure this was the issue for me too, but nothing so far. Could there be anything else that you didn’t mention? I already had these * entries in to allow for play on phone. I re-created them just in case with no help. What do you think?

      • Randy Wintle

        Did you have them set on dial plan as well as the AA?

    2. Brett Budzier

      Hi Randy,
      I just wanted to say thanks for posting this. This is exactly what our issue was and I was thinking I was going to have to open a ticket with Microsoft as well and you saved me a call.

    3. Rory Schmitz


      We had a similar issue. Ours was different that in that our existing AA that transferred to 1-800 numbers had stopped working. In the key mapping on the existing AA’s, it was set to 91800XXXXXXX. Once I removed the 9, things started working again. Does SP1 now add this functionality based on what you use for Dial Codes (Outside line access code)? I haven’t researched the new changes in SP1 to verify this as an improvement, or a problem which is now fixed from RTM to SP1.

      Note: We did jump from RTM Update Rollup 3 to SP1 over the weekend. Maybe this was addressed in a previous update rollup?

      • Randy Wintle

        I do not know for sure, as you said it is not called out anywhere. But it SHOULD work based on your dial codes.

    4. Pingback: Exchange 2010 Auto Attendant not forwarding calls to extensions |

    Add a Comment