Return call to operator CUCM and Unity connection

[snahosany]

Hi,

My client requires that when the operator transfer an external call to an internal user in CUCM (Currently version 8), after X amount of rings or number of seconds if the call is not answered, then the call is returned to the operator. I have read some threads that it is not possible in CUCM but only CME.

Is this true?

Also is it possible to use cisco unity in such a way that before leaving a voice mail, user get option to select 0 to go back to operator? How do we do it that if only operator transfer the call then you have something like "User X is not available press 0 to return to operator or leave a message at the tone" and when other users transfers calls internally, if a particular user doesnt pick up after a number of rings then it goes to regular voice mail?

Please advise and help as it is quite urgent

Thanks

[Jaime Valencia · Accepted solution]

What you need can only be achieved by using CUxAC and call transfer reversion.

Unity is not smart enough even with routing rules to give you an option and then transfer to the original party you wanted.

You would need to have users record their greetings telling that they can press 0 to go back to the operator and then their regular greeting all in one single wav file.

HTH

java

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www.cisco.com/go/pdihelpdesk

[snahosany]

Thanks a lot for info.