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New Member

Unity 4.X - Call transfer to "0"

Hi,

Hi,

We have Unity 4.0(4). If someone calls in, asks for an employee, gets their voicemail, presses 0 to get back to the operator, they get a message that always says the operator is unavailable. How do I troubleshoot this issue?

Thanks

4 REPLIES

Re: Unity 4.X - Call transfer to "0"

For the subscriber you have a known problem, log into Unity SA

Pull up the subscriber

click on Caller Input

See where Caller Input 0 is going to

Typically, it is going to the "Operator" call handler. This would a transfer rule.

Open up the Operator CallHandler

Click on Transfer

Look to see what extension the Operator is at. If there is no number, then this is why.

Make sense?

Silver

Re: Unity 4.X - Call transfer to "0"

when press 0 it is going to the operator call handler. it sounds like it is working normal. pressing 0 and no one answers.

Check to see what the call transfer settings are

New Member

Re: Unity 4.X - Call transfer to "0"

Call Transfer settings for the "operator" call handler are:

Status: Enabled

Tranfer incoming calls: No (send directly to his handlers greeting)

Transfer type: Release to switch.

Silver

Re: Unity 4.X - Call transfer to "0"

If you send calls directly to the operators greeting that is expected behavior. That is the system greeting you hear I think.

You need to give the operator an extension. Or have it transfer to a subscriber extension, or record a greeting.

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