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Call handler question

I have this requirement, when external user call a staff extesion, if the line is busy or not answer, caller has a choice to speak to the department secretary (for example press 1 the call is transfered to ext200). but if secretary does not anwser, caller can leave a voice mail at staff's extension.<br><br>how do i configure this? <br><br>Thanks in advance.<br><br>Sara<br><br>


Re: Call handler question

Well… there’s no real easy way to do this. You can certainly setup a one key map for the “1” digit for the subscriber to do an “attempt transfer for” link to the operator call handler… but of course once it’s passed off to the operator call handler it doesn’t have a handy way to know to give it back to the appropriate subscriber mailbox to take a message, it’s going to take a message for the user associated with the operator call handler recipient.

The only way to do this would be to create an “operator transfer” call handler for each subscriber. These handlers do not need Ids, they’d just be setup with their alternate transfer setup to do a supervised transfer to their area operator’s number. The hander’s alternate greeting should be active, set to blank and have an after greeting action setup to “send to greeting for” the subscriber they’re associated with. Each subscriber would have their “1” key mapped to “attempt transfer for” this handler.

That’d get the behavior you want but is kinda labor intensive to setup for a lot of folks. The BulkHandler Create tool can help you create a bunch of handlers and the Audio Text Manager tool can help you quickly setup the handlers and the subscribers to map properly but it’s still a fair amount of configuration work if you have a lot of users to setup this way.

You might consider simply allowing users to try the operator and if the operator isn’t there putting them back to the opening greeting and they would have to try the user again (this time leaving a message)… a little less slick for the caller, a lot less work for you. You could use the bulk edit tool to map everyone’s “1” key to a single call handler for the operator and you’re done.

Jeff Lindborg
Unity Technical Lead/Answer Monkey
Cisco Systems (new page for Unity support tools and scripts)

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