Is it possible return transfered calls if no answer?

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Mar 19th, 2007
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I'm an operator and I want that when I do a direct transfer to an extension and it doesn't answer because there is no people in the office I need that this call return to me.

I use CCM 4.1

Can anybody help me?.

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Overall Rating: 2.3 (7 ratings)
Gergely Szabo Mon, 03/19/2007 - 01:40
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- use consult transfer,

- program forward on no answer on the phones you are calling the number of the operator

carlostrapiello Mon, 03/19/2007 - 03:26
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It is not useful to use consult transfer when I have 400 calls every day and I can't configure forward on no answer to all my phones in my company to the operator. We are talking about a net of 500 users.

Do you want to drive crazy my operator?.

I need another solutions.

Zin.Karzazi Mon, 03/19/2007 - 04:08
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your Question is not clear.

If you want that all calls that your operator forward to go back to him then FONA is what you need, configuring it for hundreds of phones can be done using BAT.

You should however consider that using only CCM will not be the best scalable solution anyway. As for 500people you should think about using IPCC, but this depends on your needs.

carlostrapiello Mon, 03/19/2007 - 04:50
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I don't need FONA because if for example I am calling to another person in the net and he doesn't answer I don't want that call goes to the operator. I only want that calls transfered for the operator return to her if no answer. This is what if it possible to do.

I don't know what is IPCC. Can you say me what it is?.

carlostrapiello Mon, 03/19/2007 - 05:06
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Thanks, It is a good software and I will study to buy it if enterprise needs it but I wanto to lnow if it possible to do it with CCM 4.1

NatDannon Mon, 03/19/2007 - 08:31
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Are you able to press "end call" and then "resume" to get back to the call that was being transferred?

May have to navigate to the call that was in transfer mode before pressing resume.


carlostrapiello Mon, 03/19/2007 - 08:43
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Your are saying to me that I make a consult transfer and I yet responsed that it is not possible to do this because my company operator receive more or less 300 diary calls.

aramos17428 Mon, 03/19/2007 - 18:22
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Will pressing "0" out to operator help?

If I get a transfer to VM becasue BNA, caller can dial "0" which will take the call back to operator in case they really need to talk to someone or do not want to leave a VM.


jbarcena Tue, 03/20/2007 - 06:25
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What you want can not be done on CCM but you could use other applications like CallHandlers in Unity. Let's say that the operator transfers the call to you (Carlos) but you are not available the call should go to VoiceMail (Unity) in Unity you will hear, if you want to leave a message press 1, if you want to be transferred back to the operator press 0, then just configure the caller input options of the users to send the call back to the operator's number.



carlostrapiello Tue, 03/20/2007 - 06:55
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I can't use that you porpuse me because It isn't useful.

Are you saying that when operator transfer a call to me the caller person must to wait that I hear my voice messages? and what's happen when I must to go out. My operator don't see me for this I want that transfered call goes back her.

It is fascinant that with oldest PBX I can do that and with a solution of Cisco that cost thousand of euros to my company don't have this feature.

jbarcena Tue, 03/20/2007 - 06:58
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Carlos, are you familiar with CCM and Unity? what I'm saying is that the call will go to VoiceMail since the user is not on the office or on another call, on the user's VoiceMail Greeting (something like, hello you have reach Carlos I'm not available at the moment, if you want to leave a VoiceMail please press 1, if you want to be transferred back to the operator please press 2) so the caller will press 2 and the call should be routed back automatically to the operator. The user won't need to do anything since he is not on the office or is away from his desk.

Easier that this can not be.

carlostrapiello Tue, 03/20/2007 - 07:07
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Very good answer but how I configure the option for go back to the operator in my personal greeting in Cisco Unity?.

Must I use call handerls like you say before?. Is it avalaible with a 400 voice mails?. How?.

jbarcena Tue, 03/20/2007 - 07:18
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You can use either CallHandlers or the User Greeting itself. Open the SaWeb in Unity, go to the user. Select Caller Input. Then just select the key that will transfer the call to the operator, let's say that it will be 0, then select the 0 key, and under 'Send caller to' select attempt transfer to the operator. This is normally configured by default so just make sure to have this configuration, then go to the operator and verify the Call Transfer to make sure that it has "Yes, ring a subscriber at this extension" and make sure to have the operator's extension. Finally the CSS of the VM Ports must have the partition of the operator's extension.

That should do the trick.

NatDannon Tue, 03/20/2007 - 07:38
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This is to all, and is just my thoughts for consideration and feedback (I'm still learning):

For extensions that don't have voicemail, could the directory numbers be set to forward to "0" (operator), after a set number of rings (or,time duration)? I'm thinking it's 1 ring per each 4 seconds, so for a 7 ring before forwarding back to operator, set forward time duration to 28 seconds.

And, as jbarcena suggested: For extensions that do have voicemail, the subscriber greetings could include "please leave a message after the tone, or - if you would like to be transferred to the operator, press, 0".



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