Call Forward External treatment

Answered Question
Oct 10th, 2008

Hi,

I'm working with Cisco UC now for around 5 years and still have requests from customers wich give me a "?" above the head.

the situation:

external call -> switchboard -> blind transfer to another internal participant -> "call forward no answer EXTERNAL" set to switchboard DN

the problem:

The external call gets successfully transferred to the internal destination. But after that the "call forward no answer external" isn't triggered to send the caller back to the switchboard.

Instead of that the internal cfna triggers wich shall not happen cause not every unsuccessful internal call shall land at the switchboard desk.

I checked already every service parameter again (not that I didn't know like 99% of em already) and tried to figure some other things but definitely found no solution.

Do you guys have any ideas before I'm going to tell my customer about a no-go?

Thanks in advance!

Christian

I have this problem too.
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Correct Answer by rob.huffman about 8 years 1 month ago

Hi Christian,

Sadly, once the External call has been answered by reception and then transferred it is viewed as an Internal Call so the only way to control this is via using a Consult Transfer :(

Or

Have you looked into Transfer Reversion (Call Recall) which is available on the Cisco Unified Business Attendant Console and the and Cisco Unified Department Attendant Console ;

Transfer Reversion (Call Recall)

This allows a transferred call to revert back to the department administrator so that it can be answered and then transferred to a new destination.

Cisco Unified Business Attendant Console and Cisco Unified Department Attendant Console

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/prod_bulletin0900aecd8068bd7a.html

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_data_sheet0900aecd805e6a5f.html

Hope this helps!

Rob

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Correct Answer
rob.huffman Fri, 10/10/2008 - 09:59

Hi Christian,

Sadly, once the External call has been answered by reception and then transferred it is viewed as an Internal Call so the only way to control this is via using a Consult Transfer :(

Or

Have you looked into Transfer Reversion (Call Recall) which is available on the Cisco Unified Business Attendant Console and the and Cisco Unified Department Attendant Console ;

Transfer Reversion (Call Recall)

This allows a transferred call to revert back to the department administrator so that it can be answered and then transferred to a new destination.

Cisco Unified Business Attendant Console and Cisco Unified Department Attendant Console

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/prod_bulletin0900aecd8068bd7a.html

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_data_sheet0900aecd805e6a5f.html

Hope this helps!

Rob

Christian Drefke Fri, 10/10/2008 - 13:00

Hi Rob,

thanks for proofing my thoughts.

I know the two attendant consoles and the feature you're talking about, I mostly integrate the entreprise console from ARC Solutions at our customer projects.

Will provide our customer with this possibility.

Thank you very much and have a nice weekend!

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