Unity CH Call Transfer

[balitewiczp]

I have a CH has caller input checked to allow users to dial extensions during greeting,   Dialing various extensions always results in the receptionist extension being dialed, rather than the specific users. 

Im not sure where this receptionist extension is defined.  Or what is the behavior if the dialed extension isnt reachable?  Ay help is welcome.

[gmgarrian]

That check only allows the system to process dialed digit while the message is being played. 

Go into the "caller input" settings to see what is configured for each button.

Dialing by extension is a separate option.  Usualy you have the recording say "Press 2 to dial by extension" and then you would configure button 2 to go to the directory.  It doesn't have to be 2, you can pick whichever button you want.

[balitewiczp]

yes, that is correct  I got that piece,     Part of the CH message is " if you know your parties extension, you can dial it now, .  But doing this results in another extension being dialed, which happens to be the company receptionist.  Im not sure where its getting that number from.

[gmgarrian]

Did you check your caller input settings?

Also, what software versions are you running?

[balitewiczp]

Im running Unity 7.0.2 ES20

Its before the user is asked to select a key.  One of the keys is set to go to a DH, and that works fine.  Problem is if an extension is dialed during the playing of the greeting. that call is xfered somewhere else.  and Im not sure where unity is getting that info from

Thanks for your help

[gmgarrian]

Just to clarify, for caller input, one button, is selected to go to another DH, and the others are not configured?

Which button goes to the DH?

And if someone dials an extension while the message is playing, it always goes to the receptionist?

[balitewiczp]

For caller input, #2 goes to a DH, and #0 goes to the receptionist. 

CH greeting message "you can dial an extension at any time, or press 2 for company dir"

When the caller simply dials an extension, it always goes to receptionist

[gmgarrian]

What are your extension ranges?  The problem I see if that by having buttons 2 and 0 going to either the receptionist or DH, any extension with those digits will be transfered to that.

For instance, if all you extensions are in the 1000 to 1099 range, the second you dial 1, 0 <-- that 0 will transfer the call to the receptionist.

[balitewiczp]

interesting.  that would seem to make sense, as extension ranges are 103XXX -104000

[Kevin Martin]

As long as the "Milliseconds to wait for additional digits" is set to something reasonable, it will not send it directly to the receptionst immediately after pressing the "0" key and the "lock this key to the action" isn't checked off.

You might check those two under the Caller input section and ensure that under the "0" option, the "Lock this key to the action" checkbox is not checked, otherwise gmgarrian is correct, it will not wait for additional keypresses.