Solved: need assistance with call queuing (aka supervised transfer)

hi.622823 · ‎12-22-2007

I'm running CCM 4.1(3) and Unity 4.0(5). If one particular subscriber is busy, I want callers to have the option to hold or leave a message.

The problem I am facing is when this subscriber is busy, the caller hears about 2 seconds of MOH, then goes to voicemail.

Here's what I've done so far. I looked at the "Call Transfer" settings, and made sure "ring subscriber extension" is selected, as well as "supervised transfer" and ask caller.

I recorded a busy greeting, which the caller hears, so Unity is aware of the subscriber's busy status.

Under "after greeting plays," selected "attempt transfer to" for this subscriber. Now it loops between the busy greeting and "please wait while I transfer your call."

Finally, under "call transfer" I checked "ask caller name." The caller is in fact prompted for their name.

So it looks like callers are hitting the "call transfer" handle, but ask caller is not working. Any ideas on how to fix this?

Thanks.

Rob Huffman · ‎12-23-2007

Hi hi wa,

Is this a Direct call or is it coming via a Call Handler?

Call transfer and screening settings control how Cisco Unity handles your incoming calls from callers who did not dial you directly.

Transfer and screening settings apply only when calls are routed to you from the main greeting recorded for your organization, directory assistance, or a similar automated call handler that your Cisco Unity administrator set up to assist callers who dial the main phone number for your organization. This means that when an outside caller or another subscriber dials your extension to reach you by phone, your Cisco Unity transfer and screening settings do not apply.

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Wireless%20-%20Mobility&topic=Security%20and%20Network%20Management&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbeef02

Call Holding in Cisco Unity

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Wireless%20-%20Mobility&topic=Security%20and%20Network%20Management&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbeef02

Hope this helps!

Rob

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slsxyzsos · ‎12-23-2007

Deligate this to someone that knows? Or could just open up a third line?

slsxyzsos · ‎12-23-2007

who's out there?

hi.622823 · ‎12-23-2007

come again?

Rob Huffman · ‎12-23-2007

Hi hi wa,

Is this a Direct call or is it coming via a Call Handler?

Call transfer and screening settings control how Cisco Unity handles your incoming calls from callers who did not dial you directly.

Transfer and screening settings apply only when calls are routed to you from the main greeting recorded for your organization, directory assistance, or a similar automated call handler that your Cisco Unity administrator set up to assist callers who dial the main phone number for your organization. This means that when an outside caller or another subscriber dials your extension to reach you by phone, your Cisco Unity transfer and screening settings do not apply.

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Wireless%20-%20Mobility&topic=Security%20and%20Network%20Management&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbeef02

Call Holding in Cisco Unity

http://forum.cisco.com/eforum/servlet/NetProf?page=netprof&forum=Wireless%20-%20Mobility&topic=Security%20and%20Network%20Management&CommCmd=MB%3Fcmd%3Ddisplay_location%26location%3D.2cbeef02

Hope this helps!

Rob

hi.622823 · ‎12-27-2007

Pardon the delayed response, but I am currently out of the office and won't be back till Monday.

In the scenario callers dial the user directly (I should have mentioned that in Callmanger, I have checked "call forward busy" for the subscriber's device, with the busy trigger set to 1). I'm now thinking this is incorrect.

Let me test this by routing a call to the user via the auto attendant when I get back and will post the results then.

Thanks for your help Rob.

P.S. Both of the above links point to discussions on the wireless forum.

Rob Huffman · ‎12-28-2007

Hi hi wa,

Sorry about that, must have been looping on too much Eggnog :)

Changing Call Transfer and Screening Options

http://www.cisco.com/en/US/docs/voice_ip_comm/unity/405/user/guide/exum/405um130.html

Call Holding in Cisco Unity

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_qanda_item09186a0080093c13.shtml

Hope this helps!

Rob

hi.622823 · ‎12-28-2007

Thanks for the links. Happy holidays!

hi.622823 · ‎12-31-2007

Just tried it out and it works!!!

Thanks a lot Rob.

Rob Huffman · ‎12-31-2007

Hi Hi Wa,

You are most welcome!

Happy New Years!

Rob