autoattendant - unity connection, transfer calls

Unanswered Question
Nov 18th, 2008

hi, i have an AA configured (unity connection), the aa says "if you know the extension number please dial it now", if i dial, a extension number asociated with an user (example user A with 1000, user B with 2000), it works perfect, but if i dial 3XXX, the unity system says "this is not a valid selection", how can i transfer this call to the CCM? , the ccm knows how to route the 3XXX.

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Overall Rating: 5 (1 ratings)
Jaime Valencia Wed, 11/19/2008 - 08:19

you need to configure a call system transfer, by default transfer numbers that are recognized are only elements from CUC.

to dial any other number which is not configured on CUC you need a call system transfer



if this helps, please rate

jamesfang98 Wed, 11/19/2008 - 12:50

Then I need to define one more input key in the 'open greeting' handler to support 'system transfer'. Right?

By default, in 'open greeting' handler, caller input option: "Allow callers to dial an extension during greeting" is checked. So this one only supported known DNIS by Unity.

Please confirm


Jaime Valencia Wed, 11/19/2008 - 15:17

yes, you need a caller input or a routing rule to reach a call system transfer.

Unity accepts only known DNs configured, any other thing needs a call system transfer if you want to dial it. if you use the transfer options from a subscriber it can be a DN not configured in unity, but that one you don't dial.



if this helps, please rate

jamesfang98 Thu, 11/20/2008 - 11:51

5 point vote.

It helps me to clarify the Unity for call transfer.


giovanni.cock Fri, 11/21/2008 - 06:30

hi, thanks a lot for your comment, but i am still having a doubt about this, where do i need to enable the call system transfer, i have a unity cx 2.1, and i am using the cisco default aa, but i am not very sure where do i need to make this configuration.....could you give some advice about it?

Rob Huffman Fri, 11/21/2008 - 06:46

Hi GC,

Here is the related info :)

System Transfers

In your organization, you may find that callers want to be able to dial numbers that are not typically listed in directory assistance. For example, users and outside callers may find it convenient to be able to call Cisco Unity Connection and transfer from the Opening Greeting or another call handler to a lobby extension, conference room extension, or an extension assigned to someone in the organization who is not a Connection user, such as an employee who is visiting from another site and is using a guest office. In addition, some users may want to be able to call Connection and then transfer to phone numbers outside of the organization-such as frequently called customers or vendors-so that they do not have to hang up after checking messages to place another call, or so that they will not incur long-distance charges while on business travel.

You can route callers to one of two "system transfer" conversations, both of which offer callers the ability to transfer to numbers that are not associated with Connection users:

Caller System Transfer This conversation prompts callers to enter the number that they want to transfer to.

To protect from toll fraud and unauthorized use, Connection performs the transfer only when the Default System Transfer restriction table permits it.

User System Transfer This conversation prompts callers to log on to Connection. After callers enter their Connection IDs and passwords, Connection prompts them to enter the number that they want to transfer to.

To protect from toll fraud and unauthorized use, Connection performs the transfer only when permitted by the transfer restriction table that is associated with the class of service for the user who logged on.

You can route callers to either system transfer conversation in several ways, including:

•By offering a system transfer as a "one-key dialing" option. You can specify either system transfer (on the Caller Input page for any call handler or user greeting) as the action that Connection performs when a caller presses a particular key during the greeting.

For example, to allow all callers to transfer to a lobby phone, guest office, or a conference room from the Opening Greeting, you could specify that Connection will offer Caller System Transfers when callers press 3. To offer system transfers to a particular user, you could specify that Connection will offer User System Transfers when the user presses a particular key during the Opening Greeting or even during his or her own greeting.

•By creating a new phone number (on your phone system) and a corresponding routing rule to send callers to either system transfer conversation. In this way, when callers dial the number, Connection sends calls to the system transfer conversation you specify.

From this good doc;

Hope this helps!


giovanni.cock Fri, 11/21/2008 - 11:12

i am sorry for not explain the real situation, it is, you dial, the aa number, "welcome to XXX, if you know your extension number, please dial, now, if not, the call will be transfered to the operator".

if the external user, dial a number diferent from an unity user, the call will not be succesfull because the unity does not know who it is, so i actived the conversation menu to:"caller system transfer", but i heard again "please dial the number" and after that the unity asks a confirmation, i just want to the unity transfers directly the call to the UCM, without asking anything else or prompt an aditional audio.

jamesfang98 Fri, 11/21/2008 - 13:46

SO in your AA callhandler, you need to config one input key say '3', then setup its action to be: 'send caller to - caller system transfer', then caller will be able to dial no-unity-subscriber number.

However, Unity restriction table will still audit the transfer digits - so ensure the called number won't be blocked by restriction table.


giovanni.cock Fri, 11/21/2008 - 17:13

hi James, you are right, and i made this configuration, the conversation:caller systems transfer and add a rule in the restriction table "*" to allow all digits, the problem is that this conversation prompts callers to enter the number that they want to transfer to and i dont need this prompt again because the original AA says "please dial your extension number now", so the external users, have to dial twice the extension number, and the confirm the dialed number with an 1. i want to know if there any chance to take the caller system transfer promt away, for user only dial once the extension without any confirmation.

giovanni.cock Fri, 11/21/2008 - 17:49

where does the unity go, in the default aa, when the external users dial a extension who does exist? where are these digits stored? to see if i could do in this menu, to transfer the call directly without aditional prompts..


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