How to handle the transferred calls

Gary Tong · ‎11-10-2009

We have 5 operators and around 200 users in the office. The operators receive all the calls and then transfer to the users. Our problem is how we can return the calls back to the operator if the user is not available. For example, Calls to the operator O1 and then transfer to the user U1, if U1 doesn't answer the call, can the call be transferred back to O1?

virverma · ‎11-10-2009

If you call operator number 01 and 01 transfer the call to U1 and if U1 does not answer and you want call to return to operator, then you can try CFNA option in call manager,

the phone will call back to operator if not answered

Md. Mijanur Rahman · ‎11-10-2009

Hi, you can put the number of operator at 'Forward No Answer Internal' field under 'Call Forward and Call Pickup Settings' at line settings. You can also change the 'No Answer Ring Duration' under the same settings. You can do it all together with 'Bulk Administration>Phone>Add/Update Lines>Update Lines' at CUCM 7.0.

In addition if you want, you can make a hunt group of the operators and put the hunt pilot number there, this will pick the free operator automatically while transferring back.

Gary Tong · ‎11-11-2009

Thank you for all your help. The problem is we would like to transfer the call back to the operator who handled the call before. For example all the transferred calls from O1, if there is no answer from the user, must be transferred back to O1 instead of any of other Operators.

Md. Mijanur Rahman · ‎11-11-2009

I'm afraid it might not be possible to set such logic at CUCM itself, you can use UCCX for such customizations.

Gary Tong · ‎11-11-2009

Thank you Bilashece. We raised this issue and would like to find solution for long time, we tried CUEAC but still couldn't achieve our request. UCCX may solve this problem but we have to deploy one more server then.

Gary Tong · ‎11-11-2009

Thank you Bilashece. We raised this issue and would like to find solution for long time, we tried CUEAC but still couldn't achieve our request. UCCX may solve this problem but we have to deploy one more server then.