topic Re: Can't Stop "Gather Caller Information" in Unified Communications Infrastructure

Can't Stop "Gather Caller Information"

dwalsh — Mon, 18 Mar 2019 22:05:09 GMT

Hello,

I am trying to set up an auto-attendant in Unity 3.1.4. I have customized an Opening Greeting Call Handler to direct to a Directory Handler when completed. I don't have the "Gather Caller Information" setting on (it's also set to Transfer to Switch, so it's not even selectable). However, the AA is still asking callers for their name and introducing them.

Does anybody know why this is? I don't want the AA to gather caller info, but I don't know how to de-select it, when it's not even selectable.

I'm very new to Unity, so basics are appreciated.

Thanks,

Dave

Re: Can't Stop "Gather Caller Information"

lindborg — Fri, 28 May 2004 16:01:27 GMT

Chances are one of the other 2 transfer rules is kicking in - there are three transfer rules on every call handler - you're probably looking at the standard one. If the alternate transfer rule is enabled, it over rides the standard - make sure you're not getting burned by that behavior.

In general, you may find the "audiotext applications in Unity" paper on the Documents page of http://www.CiscoUnityTools.com helpful - it covers the call flow through handlers in some detail and talks about issues like this.

Re: Can't Stop "Gather Caller Information"

dwalsh — Mon, 31 May 2004 12:36:56 GMT

Hi Jeff,

Thanks for the response and the reference to the excellent article. I'm reading it now, and it is very useful!

I did check the other transfer rules, and they're either disabled or have the "Release to Switch" option clicked on. It still seems to be prompting me for caller information. Any other ideas?

TIA,

Dave

Re: Can't Stop "Gather Caller Information"

lindborg — Mon, 31 May 2004 13:57:06 GMT

Pretty sure you're either hitting a contact rule that you're not expecting or the call is going to another handler - if the standard greeting on the handler you're hitting is not configured to do a supervised transfer, Unity's not going to kick in a supervised transfer with gather information on just to annoy you...

The best I can suggest here is to use the Port Status Monitor (in the tools depot) and watch where the call is going - it may shed some light on what's happening with the call path that you may not be expecting.

Re: Can't Stop "Gather Caller Information"

dwalsh — Mon, 31 May 2004 14:26:24 GMT

Thanks again Jeff.

I did look at the Port Status Monitor, and saw that it hit my customized Call Handler "BTC Opening Greeting". It then sent me to the Directory Handler. I dialed my extension, and then it prompts me with "Whom may I say is calling?" I record my name, and off it goes to my extension. It's real weird. Sort of banging my head on the wall on this one.

Thanks,

Re: Can't Stop "Gather Caller Information"

lindborg — Mon, 31 May 2004 17:07:52 GMT

ah... wait a minute - I think I see where you're going off the rails. Your transfer settings on your customice BTC opening greeting have nothing at all to do with this. If the call is going to the directory handler and then you're spelling a user's name, it's the settings on the subscriber's mailbox that matter here (i.e. check the transfer settings on the subscriber you were being transferred to) - unless I'm mis reading your thread here, it appears you've been focusing on the entry call handler here which is not in the picture according to the call flow in your last post.

Re: Can't Stop "Gather Caller Information"

dwalsh — Mon, 31 May 2004 17:14:18 GMT

BINGO!! They were right, you are good. Thanks for all your help Jeff.

Dave