Playing busy tone when call redirect dest is busy

[patrick.boyle]

We have a small application that serves to redirect a DN to an outside answering service after hours. During business hours the call hits a redirect step that sends a call to the original DN in a different partition. When said DN is busy, I'd like the system to send a busy signal the same as if they had called the DN directly. Is this possible?

[bshank]

Hi Patrick,

Are you currently seeing the call take the busy branch of the Redirect step in the script that is attempting to redirect the caller to the number that is sometimes busy?  If so, what handling do you have underneath this branch?  The redirect step is designed to detect the number being busy and allows you to handle the call accordingly in this situation, avoiding the customer's call being ended with a busy signal.  If the redirect step is in fact taking the busy branch of the redirect step and you'd like the call to end at that point, you could add a Terminate step to end the call at that point or play a prompt to let the caller know the number they are trying to reach is busy.

Thanks,

Brendan

[Anthony Holloway · Accepted solution]

Yes, you would be surprised to know that you can Call Redirect to a select few keywords, such as "BUSY", and the system will play busy tone.

Here a couple of others:

"PROBLEMS"

"RNA"

"FASTBUSY"

"DIALTONE"

It's all documented as apart of the Editor Step Reference for Call Redirect.

So how can you use this?  Try this:

Call Redirect (--Triggering Contact--, "96125551212")
     Successful
          End
     Busy
          Call Redirect (--Triggering Contact--, "BUSY")
               Successful
                    End
               ...
     ...

[patrick.boyle]

Wow, I don't know how I missed that. Thank you!

[Anthony Holloway]

Don't forget to rate the post as well.  Thanks, and glad I could help out.