Unity 4.0.4 Tranfer to extension not working

[pbarman]

Created Call handler with extension, and during standard hrs configured it to transfer to a non-subscriber extension. Alternate transfer disabled.

When I call the call handler it goes to the handler's greeting, even though call transfer settings doesn't specify it to go to greeting. I specified "Yes, ring to subscriber at this extension" and this setting doesn't take effect for standard or closed hrs. It always goes to handler greeting.

Deleted and added the handler with new name, still same issue. ContactRule.Extension specifies correct setting for the standard rule.

[lindborg]

First, how are you getting to the call handler? Are you dialing it's extension from the opening greeting (or another greeting) or do you have a user input key mapped to go to the handler instead? Or are you forwarding into the call handler from an extension you setup on the phone system and wanting it to "bounce" to another extension during standard hours?

Also, I alway reccomend testing with the alternate contact rule enabled until you get the phone ringing and then go to the standard/off hours setup and fiddle with your schedule - it just reduces errors in the troubleshooting process.

[pbarman]

Hi Jeff,

The phone system is configured to send calls to the call handler directly. The call handler bounces the call off to an extension on the phone system.

The alternate transfer setting also did not work.

Transfer doesn't work even from subscriber call transfer page.

Thanks,

Partha

[lindborg · Accepted solution]

Ok - what you're doing wont work, it's not supposed to. If a call forwards from an extension directly into Unity, Unity will automatically skip the transfer rule on the handler or subscriber and go right to the greeting. This prevents wicket "transfer loops" if a call forwards and Unity tries to call the phone which forwards etc... until all the ports are chewed up and the system hits the dirt.

You can get around this by doing a couple different things which I talk about in the "audio text applications in Unity" paper out on the Documents page of http://www.CiscoUnityTools.com site. One way is to simply chain a 2nd handler - the "skip transfer rule" flag is only used for the first handler/subscriber the call hits in Unity, after that it will do the transfer on the next handler it gets to. This is how I would do it. You can also have a blank greeting on the handler and have the after greeting action set to "attempt transfer" for itself. This is a little more dangerous but it only invovles one handler. I would use two handlers for it, however...