Call Routing using Call Handlers

Unanswered Question
May 27th, 2008

CCM 5.1, Unity 5.0 Build 5.0(1)

I have a need to do a simple route based on a schedule. I have created the schedule. What I would like to do is have someone push a number option from a menu, which attempts a transfer to this call handler which is set for call transfer to an extension. If that extension does not answer or is busy, then I would like the call to bounce back to that callhandler, or to another (with the extension) and have it play a greeting based on the schedule and take the message and deliver to my subscriber.

Everything is working BUT the transfer part. If I set it to transfer to a subscriber, the transer works. But if I attempt to transfer to the call handler, it goes right to the appropriate greeting.

Do I need to use a subscriber to achieve this? Or should I be able to do this entirely with call handlers?


I have this problem too.
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Michael Owuor Tue, 05/27/2008 - 05:28


Call handlers should work. Try This:

* CallHandler_A - Receives call from Menu, and transfers to extension.

* CallHandler_B - Receives CFNA call from extension, and based on schedule, plays appropriate greeting, takes message, and delivers to subscriber.

Because callHandler_A always does the action of transferring the call to the extension, you could:

1. Configure the menu so that when the caller presses the option which sends the call to the CallHandler_A, that the selected conversation is the 'Attempt Transfer For' conversation.

2. On CallHandler_A, Select Call Transfer, then enable the Alternate Transfer Rule (because this call handler always performs this action). Have it transfer to the extension.



mperbix Tue, 05/27/2008 - 05:40

So this is great, but the one requirement that I am looking for, is if they hit the option from the first menu, I would like the TRANSFER to happen or not happen based on the schedule. So that if they hit the menu option, it goes to Handler_a, then either get transferred to the extension, or goes right to message based on the schedule.


Michael Owuor Tue, 05/27/2008 - 06:05


Can we assume the requirement also specifies two schedules (normal and after-hours)? If yes, then consider this configuration:

1. Configure CallHandler_C whose function will be to receives a call from CallHandler_A and transfer the call to the extension.

2. On CallHandler_A, we will apply the schedule on its profile screen.

3. On the greetings page of CallHandler_A, we will configure both the Standard and Closed greetings.

- On the Standard Greetings screen, we will set the source of the greeting to 'Blank', then set the 'After greeting' action to 'Send caller to' CallHandler_C. Set the selected conversation to the 'Attempt Transfer For' conversation.

- On the Closed Greeting screen of CallHandler_A, we could enable the greeting, then play the desired greeting, then set the 'After greeting' action to 'Send caller to' Subscriber.

4. CallHandler_D can be configured to receive CFNA calls from the extension, take a message, and deliver to subscriber.



mperbix Tue, 05/27/2008 - 06:15

I actually have it working with the original 2 handler scenerio. All I did was use use the schedule in Handler_A and tell the handler to transfer standard to ext xxxx, then transfer closed to handler_b direct to greeting.

In Handler B, I set standard greeting, then closed greeting appropraitely. I just testing by modifying my schedule and it is working. I was not using 2 handlers, only 1 thinking that it would work with only 1.



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