External callers do not hear dial tone when Call Handler transfers to subscribers

[StoneColdIT]

Cisco Unity 7.0 Build 7.0(2)

Cisco Unified CM Administration System version: 7.1.5.32900-2

Hello

I have created a menu system for our head office using call handlers and subscribers. All the menu options terminate within our IP phone network.

It comprises of 3 call handlers, 1 main and 2 sub menus with callers imputing the number to the corresponding subscriber on the relevant menu.

The problem is when the call handler receives an external call and transfers the caller to the selected subscriber the caller does not hear the handler calling the subscriber

ie. to the caller there is silence until the subscriber picks up and speaks –up to 45 seconds of dead air

When the same call is made internally the ringing tone can be heard by the caller before the call is picked up.

I would like to know how to ensure the dialling sound can be heard by external callers

Thanks

[Jonathan Schulenberg]

Are you performing a supervised transfer? If yes you would hear MoH, not ringback during this time.

Do you have a SCCP or SIP integration to CUCM? If SIP MoH playback is not supported for supervised transfers. If SCCP make sure the MRGL on the ports has a MoH resource allocated.

If you want to hear ringback you can change the call handler to perform an unsupervised transfer. In this case the caller will hear normal ringback.