Call handler transfer to call to outside??

Answered Question

UM 4.21 CCM4.13


We have a vendor to take a call during business hr (9am-5pm), and it should go to voice mail directly after 5pm.


Basically, I setup a callhander to play a greeting, after greeting it should transfer to the vendor (for instance 212 234-5678).


After 5pm, it should go to voice mail directly.


My problem for me now, is there anyway to tranfer call to outside??


I dont have to transfer call after greeting, I can ask caller to press 1 (input) then transfer...


What I want to achieve is that Unity is able to transfer call to outside, and take a message after 5pm.




Thanks million.


Thanks


Ken

Correct Answer by infosys1 about 9 years 5 months ago

We have our calls go to our mail box during the day. After 5:00, we forward the phone directly to vm so that the call is sent directly to the after hours greeting. After the greeting plays, the call is transferred to our on call cell phone. At 9:00pm, we turn off the alternate greeting and the closed schedule kicks in. Now the caller hears the closed greeting and is transferred to an off site location. We accomplished this by setting up to call handlers, one for the alternate (after hours greeting) and one for the closed greeting. Each transfers the call to a "speed dial" that is set up in call manager". All of our "speed dials" start with 101, so we have a routing rule in Unity that allows outgoing calls to 101??. In the individual call handlers, under the transfer option, we enterd the appropriate speed dials in the "transfer to extention" field. Unity does not know/care if it is an inside number or an outside number, it just sees it as an extension. If you need help setting it up, feel free to call me at 217-391-0803. bj.

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Ginger Dillon Tue, 12/04/2007 - 11:08
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Hi Ken -

Here's how I would code:

CCM CTI route point to DN

DN is Unity call handler with schedule set for 9AM - 5pm. Create schedule with name and select 9-5 as open, including days of the week. All other times will be CLOSED.

- Standard greeting, plays your greeting. After message action sends caller to new call handler that transfers caller to 212 234-5678 (don't forget to include your access code to PSTN if you have one, like 9 to get offnet)

- Closed greeting, can play greeting or choose blank. After greeting action takes message. On that same call handler, specify a Unity subscriber to route the message to OR Public distribution list.

- On the call transfer handler you create for the 9-5 routing, you want to select "Yes, ring a subscriber at this extension:" on the Call Transfer page. Select "Release to switch".

Hope this helps! Ginger

I am not sure that is how you accomplish it.


I create another subscriber(for instance extension 5555) at Unity, and create CTI route with 5555 and call forward to 9 1212 234-5678.


At the unity (standard greeting), after greeting send to subsriber to 5555 (attempt transfer).


Is that your method?


Thanks


Ken

Ginger Dillon Tue, 12/04/2007 - 14:16
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Hi Ken -

Not quite. In the Unity SA for your initial call handler, look at the After Greeting Action. Select the option "Send caller to" and select Call Handler from the Drop down box. Then press the Select Call Handler button and select the call handler you created to do the transfer. You need two call handlers created in Unity for this to work. You will NOT be sending to a subscriber as the after greeting action. If you need further clarification on this, let me know and I can send you the screen shots in a Word doc. Do also don't need that CTI route point in CallManager.

Ginger

Ginger,


Thanks for your help... I follow exact what you told me... actually, I was playing around before.. and it is same step you post on the forum.


However, it wont forward to outside number, it just go to voice mail.


Is possible Unity cannot dial outside call?? Is there any place I can avtive??


Thanks


Ken

Correct Answer
infosys1 Wed, 12/05/2007 - 09:58
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We have our calls go to our mail box during the day. After 5:00, we forward the phone directly to vm so that the call is sent directly to the after hours greeting. After the greeting plays, the call is transferred to our on call cell phone. At 9:00pm, we turn off the alternate greeting and the closed schedule kicks in. Now the caller hears the closed greeting and is transferred to an off site location. We accomplished this by setting up to call handlers, one for the alternate (after hours greeting) and one for the closed greeting. Each transfers the call to a "speed dial" that is set up in call manager". All of our "speed dials" start with 101, so we have a routing rule in Unity that allows outgoing calls to 101??. In the individual call handlers, under the transfer option, we enterd the appropriate speed dials in the "transfer to extention" field. Unity does not know/care if it is an inside number or an outside number, it just sees it as an extension. If you need help setting it up, feel free to call me at 217-391-0803. bj.

Ginger Dillon Wed, 12/05/2007 - 09:58
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Hey Ken -

In your Unity SA, check the following:

Restriction Tables - Default Transfer. Make sure the number you want to dial is included in an "Allow" call pattern. For example, this call pattern 91209???????, if set to Allow, permits Unity to dial any number with 9 outside access code, 1, area code 209, and any 7 digits after that.

Ginger

ranpierce Wed, 12/05/2007 - 12:20
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Ginger this might give you some more backgroune.


Unified Communications Applications: Cisco Unity 4.0(2) - Call Handler


http://forums.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Unified%20Communications%20and%20Video&topic=Unified%20Communications%20Applications&CommCmd=MB%3Fcmd%3Dpass_through%26location%3Doutline%40%5E1%40%40.2cbe847b/12#selected_message


I think that it might be the same issue with a different name.


rlp

infosys1 Wed, 12/05/2007 - 12:30
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The msg you have referred to is one that I generated a couple of weeks ago. We were able to get around it by setting up the speed dials in the call manager and the appropriate routing resrictions in Unity. We preferred not to set Unity up to allow calls to be routed to 9*, because this sets you up for the possibility of fraud. By using the predefined speed dials, we are able to send the calls to an outside number and limit the numbers that can be routed by Unity at the same time.

Ginger Dillon Wed, 12/05/2007 - 14:11
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Hi -

Yep I concur with you. Thanks for your post and taking your time to let me know :-)

Ginger

Rob Huffman Wed, 12/05/2007 - 14:25
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Hey Ginger,


If anyone ever goes the extra mile for people, it's you!! 5 points for your great work and very kind approach :)


Classic!


Take care,

Rob

Rob...


Dont worry man.. i always give 5 points as long as put an effort in.


Ginger, you got my 5 points too along with BJ also.


By the way... the tac seems no clue also... I will use BJ's methold, use 4 digits instead of 91212 234-5678. The unity doesnt seem recongize E.164 number even I active at Restriction tables".


So i use 4 digits(for instance 1234), and create translation pattern at CCM, under "Called Party Transform Mask" enter 912122345678


Thanks guys.


Ken

Rob Huffman Wed, 12/05/2007 - 14:36
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Hey Ken,


No worries at all, I know that you are always very fair, this was not a comment on that at all. I have noticed over the last couple of years that when someone needs things like Labs,testing, media cd's etc. etc. Ginger always comes through :)


This was just my way of thanking Ginger for her great work!


Take care my friend!

Rob

Ginger Dillon Wed, 12/05/2007 - 14:40
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I consider myself fortunate to be part of this Forum Community and working, although extended across the Internet, with those of you I regard as fellow collegues. Rob - You are too nice! Ken - happy to hear you got your answer as well. P.S. Happy Holidays to everyone.

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