Unity Connection 10.5.2 weird behaviour when configuring transfer rules for System Call-handlers

[harresh123]

We are running Unity connection 10.5.2 and we configured transfer rules in system call handler to route to another extension based on the time schedule. However when we call the extension for call handler it defaults to the standard greeting and transfer rules didn't take affect.

So based on the behavior I configured the After Greeting action in the Standard Greeting to route to itself (i.e. the same system call handler) with "Attempt Transfer" and that seems to do the trick. With this set-up the call goes to the standard greeting--->callers hear nothing--->After Greeting-attempt transfer to Call Handler--->Standard Transfer rule (Transfer calls to diff extension).

Has anyone encountered this issue ? Why doesn't the transfer rules taking affect in system call handlers ? The transfer rules only seem to take affect when the calls are transferred either from one call handler to another (where the transfer rules are configured) or call-handler to itself.

[Rob Huffman · Accepted solution]

Hi Harresh,

I believe this is working as designed. If you look at the highlighted note in the attached text from the Unity Connection Admin Guide you will see that the transfer rules are not invoked on direct calls to the Call Handler, only on calls transferred from an AA or Call Handler;

Call Transfer Settings

The call transfer settings for a call handler specify how Unity Connection transfers calls that reach the call handler from the automated attendant. Each call handler has three transfer rules that you can customize: one for standard hours and one for closed (nonbusiness and holiday) hours of the active schedule, and an alternate transfer rule that, when enabled, overrides the standard and closed transfer rules and is in effect at all times. When a call is transferred to the call handler, Unity Connection first checks the applicable transfer rule to determine where to transfer the call—either to the call handler greeting, or to an extension.

From;

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsagx/8xcucsag060.html#54477

Cheers!

Rob

[harresh123]

Thanks Rob. You were absolutely right.