Can't Disable "Wait while I transfer your call" Message

[aalbrecht27]

I'm trying to disable the "Wait while I transfer your call" message played in between transfers when callers dial numbers to reach different departments.  Currently our main phone number that people call into offers 4 options; #1 and #4 transfers the caller to another extension, #2 and #3 directs to another call handler.  The transfer message I want to disable only plays when options #1 or #4 are pressed.

For the main line call handler I've already gone under the transfer rules section and the "Play the Wait While I Transfer Your Call Prompt option was already checked, but grayed out.  If I changed the transfer action radio dial from 'Greeting' to 'Extension' it let me uncheck it, however putting it back to 'Greeting' grays out the box again, (except now its grayed out but unchecked....so I don't think this actually changed anything).

What am I missing in order to disable this message?  I had read in another post someone basically created new call handlers that will then transfer to those extensions.  I think that would be an okay work-around, but I was hoping there was a fix that won't overly complicate our call pattern.

[lindborg · Accepted solution]

it's not the call handler you're listening to the greeting for when you dial the extension that matters - this is the case with the opening greeting - it's the call handler/user that's doing the transfer itself - hence that option is only available when you have a call handler set to ring a phone.

So if you dial the user at 1234 you need to have that user configured to not play the prompt on that user's transfer rules.  Same deal for call handlers and such.

this setting can be changed in bulk for all users and/or all handlers...

[aalbrecht27]

How would I go about changing the transfer rules for extensions that don't have user profiles set up in Unity?  For example, pressing #1 goes to an extension that basically points it back to CUCM, and then to an automated payment system (non Cisco).  Pressing #4 points to an extension that directs the call to UCCX which handles our customer service queue.  

Since both of these are basically going outside of Unity would my only option be to create the additional call handlers with the transfer message unchecked?

[lindborg]

Not sure I'm following your call flow here - presumably you have the 1 key and the 4 key mapped to go to call handlers which do release transfers to external numbers - no?  In that case you setup the transfer rule on those two call handlers to not play the prompt since they're the agents actually doing the transfer to those external numbers.

If that's not the case I'm going to need some more details on your call flow here to help.

[aalbrecht27]

I ended up just adding some call handlers and found that does what I want.  Originally the 'Main_Line' call handler presented 4 button options, with #1 and #4 transferring directly to extensions from the 'Caller Input' section.  If I add a call handler and transfer to that instead of the extension, (and then the additional call handler transfer to the desired extension), then I can edit the transfer rules on the new call handlers which lets me remove the 'Wait While I Transfer' message.  

Thanks for all your help!