03-22-2021 09:36 AM - edited 03-22-2021 03:09 PM
im working on a uccx script. requirement is like this:
when press 1 it should transfer to extension 1080(this is not an agent number) and phone rings . if the extension 1080 didnt answer the call after certain rings, it should transfer to call center agent. how can i achieve this?
i tried to use "call consult transfer" but nothing happened ie no transfer or no ringback ? I can use call redirect but it doesnt have timeout option in it.
may i know how to achieve this and how call consult transfer normally works?
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03-23-2021 06:47 AM
Can you see the call ring the phone on a consult call transfer? The reason I ask is because I have seen/heard dead air on a transfer like that. You would only get audio on an answer or voicemail condition, there is no ring back or gold music.
03-22-2021 12:38 PM - edited 03-22-2021 12:49 PM
There is a Call Consult Transfer option which has a Timeout option, as well as a Call Redirect option. I use the Call Redirect for blind transfers. When you say nothing happens do you mean you do not hear a ring back upon transfer or the call never reverts after the time out value? Can you confirm that the Call Consult Transfer destination rings when that option is selected?
EDITED: note you need to put something in the timeout branch.
03-22-2021 01:07 PM - edited 03-22-2021 01:09 PM
Yes nothing happens means it didnt transfer the call and didnt ring back.
03-22-2021 01:18 PM
Can you share that piece of your config?
03-22-2021 01:44 PM - edited 03-22-2021 01:57 PM
03-22-2021 03:11 PM
any update pls
03-22-2021 04:10 PM
is this something related to CSS and partition for CTI route point and CTI port/ CCG ?
what i need to check if its related to that?
03-23-2021 06:25 AM
The variable is type string and has the correct extension?
Can you send the call to a different extension via consult transfer?
Can you change it to a Call Redirect step and see if it works with that or any extension?
It would be best to send it to an extension on a phone you can monitor so you can see if it reaches the transfer or redirect extension.
03-23-2021 06:32 AM
The variable is type string and has the correct extension? "YES. it is string and has correct extension"
Can you send the call to a different extension via consult transfer? "Same situation"
Can you change it to a Call Redirect step and see if it works with that or any extension? "Yes its working with call redirect"
03-23-2021 06:47 AM
Can you see the call ring the phone on a consult call transfer? The reason I ask is because I have seen/heard dead air on a transfer like that. You would only get audio on an answer or voicemail condition, there is no ring back or gold music.
03-23-2021 07:38 AM - edited 03-23-2021 07:55 AM
Yeah. i really forgot that it doesnt have ring tone instead it will provide only musiconhold.
Its working fine.
The situation is that im not in the site. so i was not knowing whats going on there.
03-23-2021 08:02 AM
Glad you got it sorted out. It is definitely difficult to troubleshoot certain things remotely. We use an application called Variphy Insight, it would allow you to remotely view and control an IP phone and "see" it ringing and answer the call. There is also iMagicle and I am sure other applications to desktop view an IP phone screen. Comes in handy.
On that type of silent transfer I have put a prompt saying please hold while I try that extension. Getting dead air after making an option selection is a bad experience for a caller.
03-23-2021 08:04 AM
We recorded the sound of a ring back and set that as the network music on hold. The caller then hears the ringing when the call is blind transferred.
03-23-2021 09:00 AM
Even client had the same . but i was confused with my timeout transfer with this one.
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