Solved: Unity call holding queue

budmiller · ‎01-12-2009

We are trying to set up the call holding queue for unity 5.0 with unified messaging and UCM version 6.1(3). In the call transfer page of a subscriber I have the Transfer Type on the call transfer page set to Supervice transfer wait for 2 rings and ask caller. However when I call a busy user or dial into the auto attendant and put in their extension the system just says "Please wait while I transfer your call" and then just sends me to their voicemail message asking me to leave a message. Does anyone have this feature working or any other documentation?

I would like to get it set up so that anytime someone's extension is busy it gives the caller an option to remain on hold for the person they called.

Thanks

Bud Miller

Rob Huffman · ‎01-13-2009

Hi Bud,

Here is a little additional info to go along with the great tips from Randy and Ronald;

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.

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

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ranpierce · ‎01-12-2009

Bud,

Read this.

Transfer Type

Select how Cisco Unity transfers calls:

Release to Switch-Cisco Unity puts the caller on hold, dials the extension, and releases the call to the phone system. When the line is busy or is not answered, the phone system-not Cisco Unity-forwards the call to the subscriber or handler greeting. This transfer type allows Cisco Unity to process incoming calls more quickly. Use Release to Switch only when call forwarding is enabled on the subscriber extension.

Supervise Transfer-Cisco Unity acts as a receptionist, handling the transfer. If the line is busy or the call is not answered, Cisco Unity-not the phone system-forwards the call to the subscriber or handler greeting. Use Supervise Transfer only when the number of rings before forwarding (or the time to wait before forwarding) on the phone system is set to more than the number of rings (or time to wait) that Cisco Unity supervises the call.

The Transfer Type option is unavailable when Transfer Incoming Calls is set to the No (Send Directly) option.

Transfer options apply only to indirect calls; they do not apply when an outside caller or another subscriber dials a subscriber extension directly.

Default: Release to Switch.

Randy

Ronald Spencer · ‎01-12-2009

One thing that you want to look at is the Supervisory options in Unity:

If the call is busy

Always hold

* No holding

Ask caller

The second option above is the default. Switching it to the 3rd option should do what you are requesting.

Gather caller information:

_ Announce

_ Introduce ('call for name')

_ Confirm (call can be accepted or refused)

_ Ask caller's name

If you've not selected anything there, the system will not collect than information.

Rob Huffman · ‎01-13-2009

Hi Bud,

Here is a little additional info to go along with the great tips from Randy and Ronald;

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.

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

budmiller · ‎01-13-2009

Thank you Rob, the documentation explained quite a bit.

If I'm reading it correctly the following scenario is not possible?

User A calls User B. User B's line is busy. User A is forwarded to Unity. User A is given the option to remain on hold for User B or leave a message for User B. User B selects to remain on hold. User B remains on hold until User A's line is no longer busy and then Unity transfer User A to User B's now free line.

If it is not possible to set up the preceding scenario with Unity is there any other application that could do it? Such as something in UCM, IPCC, or third party software?

Thanks,

Bud Miller

ranpierce · ‎01-13-2009

Cisco IPCC can probably do it.

Unity was not really made to do queueing. IPCC is.

Randy