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CallBack Feature Help

I am interested in utilizing the CallBack feature in my network. I have configured my softkey template and set it up on my test phones. The problem is that it only works if you press the Callback button during the ringing of the primary extension. If the call is forwarded to voicemail or to another line it does not work properly.

I am missing something or is the tool just not that effective? It seems very limited.

Thanks!

1 REPLY
Hall of Fame Super Red

Re: CallBack Feature Help

Hi Michael,

What you are seeing is expected behaviour. Have a look at the "callback" interactions with Call Forward busy and Call Forward all to voicemail in particular;

Feature Interactions with Call Forward, iDivert, and Voice-Mail System Features

The following call states describe the expected behaviors, for the calling party, that occur when Cisco CallManager Call Back interacts with the Call Forward, iDivert, and voice-mail system features.

When a called party (Phone B) either forwards an incoming call using Forward All, Forward Busy, or Forward No Answer; or diverts a call using iDivert; to a voice-mail system, the calling party (Phone A) can enter one of the following states with respect to the Call Back feature:

VM-Connected state: The call is connected to voice mail. The Call Back soft key is inactive on the calling party's (Phone A) phone.

Ring-Out state with the original called party: The voice-mail profile of the called party does not have a voice-mail pilot. The called party (Phone B) will see "Key Is Not Active" after pressing the iDivert soft key. The calling party (Phone A) should be able to activate Call Back against the original called party (Phone B).

Ring-Out state with voice mail feature and voice mail pilot number as the new called party: The call encounters either voice-mail system failure or network failure. The called party (Phone B) will see "Temp Failure" after pressing iDivert soft key. The calling party (Phone A) will not be able to activate Call Back against the original called party (Phone B) since the call context has the voice mail pilot number as the "new" called party.

Ring-Out state with busy voice mail port and voice mail pilot number as the new called party: The call encounters busy voice mail port. The called party (Phone B) will see "Busy" after pressing iDivert soft key. The calling party (Phone A) will not be able to activate Call Back against the original called party (Phone B) since the call context has the voice mail pilot number as the "new" called party.

From this good doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8a.html

Sorry Michael, this is common to all phone systems I have ever worked with. That is why once voicemail has been implemented this type of feature has limited relevance. It is called "ring again" on Nortel systems and same thing :(

Hope this helps!

Rob

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