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New Member

Transfering a call on a shared line to the same extension

I am working with a customer that has a receptionist that answers calls on shared lines on her phone. She then tries to transfer the calls to that same extension. I upped the busy trigger to 3, and now she can hit transfer then the same extension as the call came in on. But after it rings with no answer, it keeps ringing on her phone as an incoming call, and you can't do anything but answer it, or wait for it to go to voicemail and then end the call.

After that she can resume the original call.

Is there a way to make the phone work the way they are trying to use it, or will she have to park the call, call the user and tell him about the parked call? I realize that is probably the best option, but their old phone system could do this, so they think the new one should also. They are running on CallManger 4.1.

Thanks

7 REPLIES
New Member

Re: Transfering a call on a shared line to the same extension

Hi,

I don't quite understant why you will transfer a call to the same share line. Coud you provide more details about what you are trying to accomplish?

Thanks

New Member

Re: Transfering a call on a shared line to the same extension

had the same issue, we resolved it in two different ways:

park and then call as you suggest

or

give the user phones with more than one line, then pass the call to the second line

New Member

Re: Transfering a call on a shared line to the same extension

If you have transfer direct to VM (with *XXXX or the like set up) you can just make a dummy extension, and write a trans pattern to the *XXXX voicemail box of that user. I have a lot of people that use this, and it lets them transfer to the person and not eat up a line presence on the phone.

New Member

Re: Transfering a call on a shared line to the same extension

How about assign the receptionist a separate phone number (x1111) just for answering share lines (x2222, and x3333, for example). When a call comes in to x2222, translate to x1212 (in voice gateway?), has it broadcast (in CCM) to both x1111 and x2222. If x2222 answer, that's fine. If the x1111 answered then wanted to transfer to x2222, she/he just transfers to x2222.

Cisco Employee

Re: Transfering a call on a shared line to the same extension

try this lets assume extension is 1001

receptionist and user share line 1001 in internal partion, create a partition called rollover, create a css called rollover that has rollover partition only. Now create a second line for user with dn 1001 in rollover partition.

for users first line do call forward no answer to 1001 using css rollover and on second line call forward no anser to voicemail. Depending on how you want to handle first line being busy you can do the same for call forward busy.

now when call comes in shared lines will ring receptionist answers and transfers when no answer it will start ringing second line at which point she can take it back if she wants or let it go to voice mail

Cisco Employee

Re: Transfering a call on a shared line to the same extension

try this lets assume extension is 1001

receptionist and user share line 1001 in internal partion, create a partition called rollover, create a css called rollover that has rollover partition only. Now create a second line for user with dn 1001 in rollover partition.

for users first line do call forward no answer to 1001 using css rollover and on second line call forward no anser to voicemail. Depending on how you want to handle first line being busy you can do the same for call forward busy.

now when call comes in shared lines will ring receptionist answers and transfers when no answer it will start ringing second line at which point she can take it back if she wants or let it go to voice mail

New Member

Re: Transfering a call on a shared line to the same extension

Wouldn't it be easier to make the DID (say 4000) a Hunt Pilot that Broadcasts to seperate internal extensions (4001 for the receptionist and 14000 for the target) then when the receptionists picks it up she has a real number to Transfer to (15000) and by using a Voicemail Profile on both those numbers, whoever does not answer the CFB/CFNA will hand off the DN of the Hunt Pilot which I'm sure is what is configured in Voicemail. Masking will make any call from the user appear to come from the DID instead of the fake number and you could put the fake number in a partition that only the receptionist can call if that is needed to avoid direct dialing (we do this for college presidents all the time)

It sounds like they came from an old system that had no other features to take care of situations like this so lines are shared all over the place. Convince them that there are lots of tools to replace shared lines like IPMA, hunt groups, AC, etc. etc.

good luck

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