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Call Handler to Operator not working

I have a new Unity server running v 2.4.6. When I press 0 to go the operator the VM says that the operator is not available and sends me to record a greeting. I checked the TSP version and it says that it is version 1.0.0.21. I know that I have seen that 1.0.0.28 is the most recent version. Is that causing my problem??<br><br>Jim Brennan<br><br>

25 REPLIES
Anonymous
N/A

Re: Call Handler to Operator not working

It could be... what version of CM are you connecting to?

So the transfer to the operator's phone is not happening? It's just popping right back to the greeting? Can you check (using StatusMonitor.exe in the techtools directory under Commserver) and see if the call is being released on one port and bouncing back at us on another port?

If you're seeing the call go out and then bounce right back at us on another port (forwarded from the operator extension) it might be related to a timing related issue we've seen from time to time that can be worked around by adding a comma or two at the end of the transfer string.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I am using Call Manager 3.0(8). I will check the call using the status monitor. I installed the Cisco TSP off of the 2.4.6 CDs. I seem to remember seeing a posting that said the TSP on the 2.4.6 CDs was 1.0.0.28? Did I install the wrong TSP?

I was able to get Unity to tranfer the call one time to an extension. I then changed the extension number to forward to a hunt group. After that the transfer does not work no matter what extension I use (i.e. Hunt Group or IP Phone extension).



I installed the one in the Cisco Directory on Disk 1.

Anonymous
N/A

Re: Call Handler to Operator not working

We are experiencing exactly the same situation at a site just installed. Unity is 2.4.6 and CM is 3.08. Can you tell me how to check the AV Cisco TSP version?

Anonymous
N/A

Re: Call Handler to Operator not working

If you are using windows 2000. Go to the control panel and then to add remove programs. Then select the AVCisco TSP. There sould be a hyperlink for support information. If you click that you should see the version of the TSP.



New Member

Re: Call Handler to Operator not working

I can tell the same story. Trying to use the dafault call handler, that should transfer the call to the operator, fails every time. I am using CallManager 3.0.8, Unity ver 2.4.5 but the new Cisco TSP.
I have tried other transfers back to the CM from Unity, but everything fails.
There seems to be a problem - any suggestions on how to proceed
Pl

Anonymous
N/A

Re: Call Handler to Operator not working

The only suggestion I have is to try to tack a couple of commas (pauses) onto the end of the dial string and see if that helps the transfer compelete. The only known problem I know of is a timing related issue where we release the call too quickly and CM ends up bouncing it back at us without actually trying the call.

Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

New Member

Re: Call Handler to Operator not working

Hi Jeff

What you mean is, that if the operator dial the extension giving us the Unity Lady's opening greeting, and from there on dial the extension followed by #2, and then do the transfer to the outside caller, this caller will hear the voice mail of the subscriber?
If that's the case it is indeed an acceptable solution.

Anonymous
N/A

Re: Call Handler to Operator not working

Yes... #2 tells Unity to not attempt to do the transfer to that subscriber's extension if it's enabled. The operator would dial the extension followed by #2 then complete the transfer (presumably just hang up). The caller would then hear the subscriber's personal greeting and could leave a message.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I have a TAC Case open now. But I have been doing some testing with Unity and CM. I can from the Opening Greeting transfer to an extension, that works fine. However, when I press 0 to go to the operator, Unity says that the "Operator is not available".

Using the port monitors I don't see the call being sent back to Unity from Call Manager. I have entered the Operator extension in the Operator Call Handler. Is there somewhere else that I need to enter the extension number?

What else should I be checking?

Anonymous
N/A

Re: Call Handler to Operator not working

If you're doing a release transfer, there's nothing else you can do on the Unity side other than trying to add a comma or two to the end as I've suggested earlier in the thread (no one has gotten back to me to indicate if that helps or not).

If CM is tossing the call back at us on another port, it's indicating that the port is busy or something or the transfer is failing for some other reason. If adding a comma or two at the end of the transfer string doesn't work, you'll need to get some CM folks involved to see why CM is not happy with the transfer.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I too had this problem with Unity 2.4.6 and CM 3.0.8

If during the greeting with the default call handler you do nothing and wait for the call to divert to the operator number, the call will go to the operator phone OK. But if the call is not answered in four rings it comes back to the default Unity call handler greeting again on a different port, and you go through same dialogue again.

A work around I used was to go into the uOne port settings, and remove the "forward no answer" number (usually the next uOne ports extension number). Leave the forward on busy. The call will then go to the operator and ring until it is answered.

It looks to me like the "transfer to switch" feature isn't working as expected.

Cheers

Tim Banks

Solution Architect
MCSE Unity SE
Compaq Global Services

Anonymous
N/A

Re: Call Handler to Operator not working

I'm not sure I'm following you... it sounds to me like the transfer feature is working exactly as it should. If we release a call to the extension and the switch forwards it back to us after 4 rings, and we answer it, what are we doing wrong? What do you expect us to do here? Perhaps I'm confused about what you're trying to do...


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

Hi Jeff

I probably don't understand how the default call handler works,

I want the call to the operator number to ring until they answer it, not go back to Unity. The operator (and default) call handler has a transfer type of "transfer to switch" which I thought meant that Unity was no longer monitoring the call, and hence would not take it back unlike a supervised transfer.

So I was surprised that the call came back in to Unity.

Is my understanding wrong about the two types of call transfer?

Appreciate the patience,

Tim Banks

Solution Architect
MCSE Unity SE
Compaq Global Services

Anonymous
N/A

Re: Call Handler to Operator not working

Right... if we're set to do "release to switch" we are, indeed, letting the call go and not supervising it's call progress. But you had your switch (Call Manager in this case) programmed to send the call back to voice mail after 4 rings. So it wasn't a Unity call handler configuration issue you were running into, it was the fact that you didn't really want the phone to forward to the voice mail hunt group after 4 rings.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I have been doing some testing in the lab with a system. I have now been able to get the Transfer to the Operator to work. I had been setting the transfer options in the "Standard" rule,but if I enter the extension to transfer to in the "Alternate" rule it works. I was always working with the "Standard" rule before. Why doesn't the Standard rule work??

Anonymous
N/A

Re: Call Handler to Operator not working

The standard rule only kicks in when the schedule for that call handler is considered active (i.e. your regular day schedule should be active between 8am and 5pm for instance).

Or if you had the alternate transfer rule enabled, it will overrule the standard and off hours rules no matter what. So if you had it enabled with transfer turned off, no matter what you did on the standard/off hours transfer rules, they would have had no effect.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

Ok

Based on that, I changed the Alternate rule and disabled it. So, the Standard rule should run. The Operator Call Handler is Active Weekdays (the default). Now I have the Standard rule set to ring the same extension that worked using the Alternate Rule. Now I am back where I started, the VM says "The operator is not available". Why does the Alternate rule work and the Standard rule doesn't? They have the same configuration!!

What should I be checking??

Anonymous
N/A

Re: Call Handler to Operator not working

Hmmmm... if they are both truely setup the same it should work. I'm not sure what to tell you. I'd have to call in and look around at your system to see if something was different that's not visible at the SA or something.

I don't suppose the "enabled" radio button for the standard greeting is set to "disabled" (it should be grayed out since you're not supposed to be able to disable the standard greeting but there was a bug in previous versions where sometimes this was getting turned off still).

outside shot, but off the cuff that's all I can think of.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I checked the Operator Call Handler Standard Rule, the Status radio button is grayed out, Enabled is selected as well. I can setup a modem so you can dialin to the server and check things out.


Anonymous
N/A

Re: Call Handler to Operator not working

the problem is a bug in unity. The standard rule had an attribute set in the Exchange Database that indicated that the rule expired. I opened a TAC case and we are able to reset the AVP_TIME_EXPIRES back to empty. Now the standard rule runs a it should

Anonymous
N/A

Re: Call Handler to Operator not working

Our unity system will not transfer the call unless the alternate transfer is enabled. Can you please explain how to reset the AVP_TIME_EXPIRES attribute.Regards
Andrew.Stringer@cw.com

Anonymous
N/A

Re: Call Handler to Operator not working

The latest version of the DBWalker utility on my web page (below) will automatically set the standard contact rule (for tranfers) and the standard greeting rule to active (i.e. it'll clear any date that may have been set in the AVP_TIME_EXPIRES field). The SA has fixed a few bugs along these lines up through 2.4.6 build 135 (i.e. the standard rules should never be disabled). If you're running 135 and still getting this on handlers/subscribers, be sure to report it to TAC.



Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

Thanks for the reply.
Have checked the tools links on your web site, but we could not find the application mentioned.

Anonymous
N/A

Re: Call Handler to Operator not working

It's out there... the full name is "Directory Walker", the hipsters call it DBWalker. Here's the link to the Unity 2.x version:

http://www.answermonkey.net/App_DirectoryWalker.htm

there's also a version for 3.0 on the 3.x tools page.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

Anonymous
N/A

Re: Call Handler to Operator not working

I got the Cisco 1.0.0.28 TSP from TAC. I removed the old TSP, rebooted and installed the new one. I get the same results however.

When ever I try to transfer to another extension from VM it is always busy and goes to the subscribers mail box.

I don't see the call being transfered to another VM port.

Using the Status monitor I see.

In the conversation State window:
State-PHTransfer LoadInfo
State-Play Greeting
Call answered if needed
DTMF[0]
State-PHTransfer LoadInfo
State-Play Greeting
Call Answered if needed
State-Hangup
Idle


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