Voice over IP Cisco - call handler won't transfer

Author

call handler won't transfer

Rossella Mariotti-Jones

2006-04-20, 6:57 pm

We are using CallManager 4.1(2)es63 and Unity 4.0(5) and we are trying
to set up hotdials or ringdowns where a user is transferred to a message
prompt as soon as he/she picks up the phone. The message will give the
user 3 options, i.e.: "for HR press 1, for Accounts Payable press 2, for
Media press 3". We have a CTI route point with a DN that forwards all
calls to voicemail. Then in Unity we have a Call routing that sends the
forwarded calls to a call handler. In this call handler we set up the 3
caller inputs, at each caller input the call is transferred to another
call handler which then transfers it to the extension or outside phone#
(this is the option: Yes, ring a subscriber at this extension under Call
Transfer). The problem is that the process always skips the call
transfer piece. Even if we eliminate the second tier of call handlers
Unity doesn't dial out and the call transfer piece is skipped. We're
thinking that maybe there is a setting that we need to turn on for Unity
to be able to dial out. Does anybody have any ideas? Thanks in advance.

--

Rossella Mariotti-Jones rossella@chemeketa.edu

Chemeketa Community College, Information Technology

503-589-7775

Erick Bergquist

2006-04-24, 7:58 am

Does the restriction table in unity allow the number your transfer to be called by unity / CoS ? Also check the Voicemail ports on call manager side to see if the CSS allows that number to be dialed.

I take it since it is skipping the transfer , it is getting to the correct call handler and playing right greeting?

HTH, Erick

----- Original Message ----
From: Rossella Mariotti-Jones <rossella@chemeketa.edu>
To: cisco-voip@puck.nether.net
Sent: Thursday, April 20, 2006 4:58:49 PM
Subject: [cisco-voip] call handler won't transfer

 We are using CallManager 4.1(2)es63 and Unity 4.0(5) and weare trying to set up hotdials or ringdowns where a user is transferred to a message prompt as soon as he/she picks up the phone. The message will give the user 3 options, i.e.: “for HR press 1, for Accounts Payable press 2, for Media
press 3”. We have a CTI route point with a DN that forwards all calls to voicemail. Then in Unity we have a Call routing that sends the forwarded calls to a call handler. In this call handler we set up the 3 caller inputs, at each caller input the call is transferred to another call handlerwhich then transfers it to the extension or outside phone# (this is the option: Yes, ring a subscriber at this extension under Call Transfer). The problem is that the process always skips the call transfer piece. Even if we eliminate the second tier of call handlers Unity doesn’t dial out and the call transfer piece is skipped. We’re thinking that maybe there is a setting that we need to turn on for Unity to be able to dial out. Does anybody have any ideas? Thanks in advance.

--
Rossella Mariotti-Jones rossella@chemeketa.edu
Chemeketa Community College, Information Technology
503-589-7775

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Jared Olson

2006-04-24, 7:58 am

In the Unity Tools Depot you can use the ATManager (Audio Text Manager) to see the call handlers setup in an nice interface. This might help to see if something is misconfigured or if Unity is simply unable to handle all the routing based on the current
config. Then again, I don't have Unity 4.0(5) I have 4.0(3) so there may be some changes I'm not familiar with.

Jared
[vbcol=seagreen]
We are using CallManager 4.1(2)es63 and Unity 4.0(5) and we are trying
to set up hotdials or ringdowns where a user is transferred to a message
prompt as soon as he/she picks up the phone. The message will give the
user 3 options, i.e.: "for HR press 1, for Accounts Payable press 2, for
Media press 3". We have a CTI route point with a DN that forwards all
calls to voicemail. Then in Unity we have a Call routing that sends the
forwarded calls to a call handler. In this call handler we set up the 3
caller inputs, at each caller input the call is transferred to another
call handler which then transfers it to the extension or outside phone#
(this is the option: Yes, ring a subscriber at this extension under Call
Transfer). The problem is that the process always skips the call
transfer piece. Even if we eliminate the second tier of call handlers
Unity doesn't dial out and the call transfer piece is skipped. We're
thinking that maybe there is a setting that we need to turn on for Unity
to be able to dial out. Does anybody have any ideas? Thanks in advance.

--

Rossella Mariotti-Jones rossella@chemeketa.edu

Chemeketa Community College, Information Technology

503-589-7775

Rossella Mariotti-Jones

2006-04-24, 7:58 am

Thank you to the people who gave their inputs so far. We simplified our
tree and we're testing now with just one Call Handler. We checked the
restriction tables and we made sure that the numbers we're transferring
to are allowed, we also checked the voice mail and they are in the
correct CSS, in fact Unity is able to call out and deliver messages to
users but it's not able to transfer a call out. We're wondering if maybe
the call transfer piece is not being read all together because Unity
goes on and processes the after greeting section; if it did process the
call transfer piece I don't think it would go on to the next section...
thanks again in advance for any other ideas you may have.

--
Rossella Mariotti-Jones rossella@chemeketa.edu
Chemeketa Community College, Information Technology
503-589-7775

-----Original Message-----
From: Jared Olson [mailto:jolson@execinc.com]
Sent: Friday, April 21, 2006 8:28 AM
To: Rossella Mariotti-Jones; cisco-voip@puck.nether.net
Subject: Re: [cisco-voip] call handler won't transfer

In the Unity Tools Depot you can use the ATManager (Audio Text Manager)
to see the call handlers setup in an nice interface. This might help to
see if something is misconfigured or if Unity is simply unable to handle
all the routing based on the current config. Then again, I don't have
Unity 4.0(5) I have 4.0(3) so there may be some changes I'm not familiar
with.

Jared
[vbcol=seagreen]
We are using CallManager 4.1(2)es63 and Unity 4.0(5) and we are trying
to set up hotdials or ringdowns where a user is transferred to a message
prompt as soon as he/she picks up the phone. The message will give the
user 3 options, i.e.: "for HR press 1, for Accounts Payable press 2, for
Media press 3". We have a CTI route point with a DN that forwards all
calls to voicemail. Then in Unity we have a Call routing that sends the
forwarded calls to a call handler. In this call handler we set up the 3
caller inputs, at each caller input the call is transferred to another
call handler which then transfers it to the extension or outside phone#
(this is the option: Yes, ring a subscriber at this extension under Call
Transfer). The problem is that the process always skips the call
transfer piece. Even if we eliminate the second tier of call handlers
Unity doesn't dial out and the call transfer piece is skipped. We're
thinking that maybe there is a setting that we need to turn on for Unity
to be able to dial out. Does anybody have any ideas? Thanks in advance.

--

Rossella Mariotti-Jones rossella@chemeketa.edu

Chemeketa Community College, Information Technology

503-589-7775