Troubleshooting Single Number Reach that does not ring mobiles

See also

Sources

1. 1
   Cisco Unified Mobility supports Automatic Alternate Routing: a location-based bandwidth rejection triggers AAR and reroutes the call through the PSTN.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Interactions, Automatic Alternate Routing · Checked 2026-10-02
2. 2
   A mobility access list is created under Call Routing > Class of Control > Access List, is typed Allowed or Blocked, and its members use a filter mask of Not Available, Private or Directory Number.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure an Access List, Steps 1, 5 and 7 · Checked 2026-10-02
3. 3
   A remote destination call does not work when auto answer is enabled.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Auto Answer · Checked 2026-10-02
4. 4
   Unified CM does not support call queuing with Cisco Unified Mobility.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Call Queuing · Checked 2026-10-02
5. 5
   Call Forward Unregistered does not work when a Remote Destination is configured, or when a Mobile Identity with a mobile number has Single Number Reach enabled; Cisco points to Call Forward Busy and Call Forward No Answer instead.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Call Forwarding Unregistered · Checked 2026-10-02
6. 6
   In Cisco Unified CME (8.5 and later), the snr answer-too-soon command sets a 1 to 5 second timer that disconnects the mobile leg if it answers too quickly, as when the cell phone rolls to its voicemail.

   Cisco Unified Communications Manager Express System Administrator Guide - Single Number Reach · Single Number Reach, SNR Enhancements (snr answer-too-soon) · Checked 2026-10-02
7. 7
   In Cisco Unified CME, call forward no answer configured with call-forward noan is disabled if SNR is configured on the directory number.

   Cisco Unified Communications Manager Express System Administrator Guide - Single Number Reach · Single Number Reach, Restrictions · Checked 2026-10-02
8. 8
   In Cisco Unified CME the idle-state Mobility softkey toggles SNR, and when the user disables SNR, CME does not ring the remote number.

   Cisco Unified Communications Manager Express System Administrator Guide - Single Number Reach · Single Number Reach, Restrictions / feature description · Checked 2026-10-02
9. 9
   Maximum Wait Time for Desk Pickup is entered in milliseconds on the end user and defaults to 10 seconds; it is the window after hanging up the remote destination during which the call can be resumed on the desk phone.

   Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Overview, Desk Pickup; Configure a Mobility User, Step 4 · Checked 2026-10-02
10. 10
    When SNR is correctly associated, the desk phone's Directory Number Configuration page lists the Remote Destination Profile under Associated Devices.

    Configure Single Number Reach for CallManager · Verify · Checked 2026-10-02
11. 11
    Cisco's verification step for SNR is to run Dialed Number Analyzer against the enterprise number and confirm the analysis output extends the call to the Remote Destination Profile along with the desk phone.

    Configure Single Number Reach for CallManager · Verify · Checked 2026-10-02
12. 12
    For direct calls to a remote destination, DND with the call reject option (or the DND softkey) on the desk phone stops the desk phone entering the remote In use state and the call is not anchored, whereas DND with ring off still anchors the call.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Do Not Disturb on the Desk Phone and Direct Calls to Remote Destination · Checked 2026-10-02
13. 13
    The 12.5(1) troubleshooting guide maps failed Dial-via-Office call scenarios to specific SIP error responses including 404, 486, 487 and 503.

    Troubleshooting Guide for Cisco Unified Communications Manager, Release 12.5(1) - Troubleshooting Features and Services · Troubleshooting Cisco Unified Mobility, Dial-via-Office SIP error codes table · Checked 2026-10-02
14. 14
    A Unified CM end user must have the Enable Mobility check box checked in End User Configuration before Single Number Reach remote destinations can be owned by that user.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, Step 3; Configure a Remote Destination, Step 3 (Mobility User ID lists mobility-enabled users) · Checked 2026-10-02
15. 15
    With SNR configured, Unified CM displays the SIP FROM header identity on both the desk phone and the remote destination when Enable External Presentation Name and Number is checked in the SIP profile and the Display External Presentation Name and Number service parameter is True.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Single Number Reach interaction with External Presentation Name and Number · Checked 2026-10-02
16. 16
    Practitioners report that a remote destination that never rings is often fixed by checking the line association check box that links the remote destination to the internal extension.field report

    Unified Mobility and Mobile Voice Access · Mobile Connect configuration walkthrough, remote destination line association step · Checked 2026-10-02
17. 17
    Practitioners note the Rerouting CSS is used for Mobile Connect calls and must see the PSTN route patterns, while the RDP's ordinary CSS governs Mobile Voice Access calls.field report

    Unified Mobility and Mobile Voice Access · Rerouting CSS discussion · Checked 2026-10-02
18. 18
    Practitioners zero the answer-too-soon and answer-too-late timers in labs but tune them in production to stop the cell phone's voicemail answering the SNR leg.field report

    Unified Mobility and Mobile Voice Access · Timers discussion · Checked 2026-10-02
19. 19
    When a hunt group points at a directory number that has SNR enabled, Unified CM does not extend the hunt call to the SNR remote destinations unless all devices in the hunt group are logged in.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Single Number Reach with Hunt Groups · Checked 2026-10-02
20. 20
    Ignore Call Forward All on Enterprise DN applies only to outgoing calls to a remote destination when Intelligent Session Control is enabled, and defaults to True.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Intelligent Session Control, Ignore Call Forward All on Enterprise DN · Checked 2026-10-02
21. 21
    If SNR rings the mobile on direct calls but not on calls arriving through a hunt pilot, the hunt group logged-in restriction is a likelier cause than the Rerouting CSS, since direct calls prove the remote destination leg routes.inferred

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Single Number Reach with Hunt Groups · Checked 2026-10-02
22. 22
    The 15SU4 deprecation of the Mobile Voice Access service does not by itself explain an SNR remote destination failing to ring, because the deprecation note names only MVA via VXML gateways and not Single Number Reach.inferred

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Mobile Voice Access deprecation note · Checked 2026-10-02
23. 23
    Because the SNR leg is routed with the RDP Rerouting CSS rather than the desk phone's CSS, a mobile number that dials fine from the desk phone can still fail as a remote destination; Dialed Number Analyzer with the Rerouting CSS is the matching test.inferred

    Configure Single Number Reach for CallManager · Remote Destination Profile Configuration; Verify · Checked 2026-10-02
24. 24
    Intelligent Session Control, which reroutes inbound calls to a remote destination to the associated enterprise number, is enabled by setting the Reroute Remote Destination Calls to Enterprise Number service parameter to True.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Intelligent Session Control; Clusterwide Parameters (Feature - Reroute Remote Destination Calls to Enterprise Number) · Checked 2026-10-02
25. 25
    For single number reach calls to a remote destination, the device pool of the originating calling party determines which standard local route group is selected.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Interactions, Local Route Groups · Checked 2026-10-02
26. 26
    Cisco documents Single Number Reach as not supported with MGCP.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Gateways and Ports · Checked 2026-10-02
27. 27
    Cisco Unified Mobility does not work with MLPP; if a call is preempted with MLPP, mobility features are disabled for that call.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Multilevel Precedence and Preemption · Checked 2026-10-02
28. 28
    Cisco states that Cisco Unified Mobility is included in all user-based licenses from basic to professional.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Prerequisites / licensing statement · Checked 2026-10-02
29. 29
    From Release 15SU4 onwards Unified CM does not support Mobile Voice Access via H.323 and SIP VoiceXML gateways, and the Cisco Unified Mobile Voice Access Service is deprecated.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Mobile Voice Access deprecation note in the Cisco Unified Mobility chapter · Checked 2026-10-02
30. 30
    Mobile Voice Access is unavailable when the publisher node is unreachable because its IVR prompts are stored only on the publisher.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Mobile Voice Access and Publisher · Checked 2026-10-02
31. 31
    Cisco Unified Mobility does not support QSIG.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Q Signaling · Checked 2026-10-02
32. 32
    The Remote Destination Limit field on the end user sets how many remote destinations the user may have as Single Number Reach targets.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Mobility User, Step 4 (Remote Destination Limit) · Checked 2026-10-02
33. 33
    Each remote destination carries its own Enable Single Number Reach check box (alongside Enable Move to Mobile), so SNR can be off for one remote destination while the user remains mobility-enabled.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination, Step 7 · Checked 2026-10-02
34. 34
    In the Release 15 Remote Destination procedure the administrator checks Enable Unified Mobility features and selects a Remote Destination Profile for the remote destination.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination, Steps 4 and 5 · Checked 2026-10-02
35. 35
    A Remote Destination Profile is linked to the user's desk phone line by adding the desk phone directory number under Association Information (Add a New DN).

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination Profile, Step 8 · Checked 2026-10-02
36. 36
    Cisco defines the Rerouting Calling Search Space as the calling search space for routing calls to configured remote destinations and mobility identities.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Dual-Mode Device Configuration Fields, Rerouting Calling Search Space · Checked 2026-10-02
37. 37
    Unified CM attempts to reach the remote destination through the Rerouting Calling Search Space configured on the Remote Destination Profile, so that CSS must be able to route the remote destination number.

    Configure Single Number Reach for CallManager · Configure, Remote Destination Profile Configuration · Checked 2026-10-02
38. 38
    When a non-smartphone remote destination hangs up an anchored call and the desk phone shows no Resume option while the caller hears busy, reorder or disconnect tone, the likely cause is that the mobile provider did not disconnect the media and sent no disconnect signal.

    Troubleshooting Guide for Cisco Unified Communications Manager, Release 12.5(1) - Troubleshooting Features and Services · Troubleshooting Cisco Unified Mobility, cannot resume call on desktop phone · Checked 2026-10-02
39. 39
    Cisco's recommended action for the desk-pickup resume failure is to add voice call disc-pi-off on the gateway and set the Cisco CallManager service parameter Retain Media on Disconnect with PI for Active Call to False.

    Troubleshooting Guide for Cisco Unified Communications Manager, Release 12.5(1) - Troubleshooting Features and Services · Troubleshooting Cisco Unified Mobility, cannot resume call on desktop phone, Recommended Action · Checked 2026-10-02
40. 40
    For the same resume failure, Cisco's 9800/8875 article also gives a workaround of letting the calling party wait 45 seconds until the service provider times out and sends disconnect signals.

    Cisco Unified Mobility on 9800/8875 (Unified CM) · Cisco unified mobility troubleshooting, Cannot resume call on desktop phone · Checked 2026-10-02
41. 41
    The Ring All Shared Lines service parameter only takes effect when Reroute Remote Destination Calls to Enterprise Number is enabled, and then anchored calls to remote destinations also ring all of the user's shared lines.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Intelligent Session Control, Ring All Shared Lines note · Checked 2026-10-02
42. 42
    A remote destination ring schedule is either All the time or a Specific Ring Schedule, and during the schedule the destination can be limited to callers in an allowed access list (Ring this destination only if caller is in) or exclude callers in a blocked list (Do not ring this destination if caller is in).

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure a Remote Destination, Steps 8 and 9 (Ring Schedule; When receiving a call during the above ring schedule) · Checked 2026-10-02
43. 43
    End users can themselves enable Single Number Reach and Move to Mobile on an additional phone in the Self Care Portal, so a user-side change can disable SNR without an administrator change.

    Cisco Unified Communications Self Care Portal User Guide, Release 15 - Phone Feature Configuration · Handle Work Calls From Any Phone · Checked 2026-10-02
44. 44
    The Self Care Portal exposes the label Stop ringing this phone after ( ) seconds to avoid connecting to this phones voicemail for each additional phone.

    Cisco Unified Communications Self Care Portal User Guide, Release 15 - Phone Feature Configuration · Handle Work Calls From Any Phone, advanced timing options · Checked 2026-10-02
45. 45
    In the Release 15 Self Care Portal, a user can prevent calls going straight to an additional phone's voicemail either with a time delay used to detect voicemail answer or by requiring a prompt response before connecting.

    Cisco Unified Communications Self Care Portal User Guide, Release 15 - Phone Feature Configuration · Handle Work Calls From Any Phone, advanced timing options · Checked 2026-10-02
46. 46
    Cisco states that over SIP trunks Cisco Unified Mobility is supported over IOS gateways or intercluster trunks.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Interactions, SIP Trunks · Checked 2026-10-02
47. 47
    Cisco advises setting the remote destination Stop ringing this phone after value lower than the mobile carrier's no-answer timer so the call does not go to the cell phone's voicemail.

    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration (Timer Information) · Checked 2026-10-02
48. 48
    Mobility service parameters are set under System > Service Parameters on the publisher for the Cisco CallManager service, in groups including Clusterwide Parameters (System - Mobility) and Clusterwide Parameters (System - Mobility Single Number Reach Voicemail).

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Configure Mobility Service Parameters · Checked 2026-10-02
49. 49
    Cisco's SNR configuration technote 200447 states that no specific troubleshooting information is available for the configuration; it offers only verification steps.

    Configure Single Number Reach for CallManager · Troubleshoot · Checked 2026-10-02
50. 50
    Cisco notes that the remote destination timers were named Delay before ringing, Answer too soon and Answer too late in earlier releases, and current administration pages use sentence-style labels such as Wait and Stop ringing this phone after.

    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration (Timer Information) · Checked 2026-10-02
51. 51
    Cisco Unified Mobility does not extend video calls; a video call received at the desk phone cannot be picked up on the mobile phone.

    Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs - Cisco Unified Mobility · Cisco Unified Mobility Restrictions, Video Calls · Checked 2026-10-02
52. 52
    The Single Number Reach Voicemail Policy on a remote destination offers Timer Control (the default) and User Control.

    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration · Checked 2026-10-02
53. 53
    The remote destination Wait timer sets the delay before the remote destination rings; setting it to zero makes the remote destination ring immediately.

    Configure Single Number Reach for CallManager · Configure, Remote Destination Configuration (Timer Information) · Checked 2026-10-02

Documents

Cite this page

WarmTransfer. (2026, October 2). Troubleshooting Single Number Reach that does not ring mobiles. WarmTransfer. https://warmtransfer.net/knowledge/cucm-single-number-reach-troubleshooting

@misc{warmtransfer-cucm-single-number-reach-troubleshooting,
  title  = {Troubleshooting Single Number Reach that does not ring mobiles},
  author = {{WarmTransfer}},
  year   = {2026},
  url    = {https://warmtransfer.net/knowledge/cucm-single-number-reach-troubleshooting},
  note   = {Verified 2026-10-02}
}