01-10-2008 02:36 PM - edited 03-18-2019 08:18 PM
Hi,
Hi,
We have Unity 4.0(4). If someone calls in, asks for an employee, gets their voicemail, presses 0 to get back to the operator, they get a message that always says the operator is unavailable. How do I troubleshoot this issue?
Thanks
01-10-2008 02:52 PM
For the subscriber you have a known problem, log into Unity SA
Pull up the subscriber
click on Caller Input
See where Caller Input 0 is going to
Typically, it is going to the "Operator" call handler. This would a transfer rule.
Open up the Operator CallHandler
Click on Transfer
Look to see what extension the Operator is at. If there is no number, then this is why.
Make sense?
01-10-2008 02:56 PM
when press 0 it is going to the operator call handler. it sounds like it is working normal. pressing 0 and no one answers.
Check to see what the call transfer settings are
01-10-2008 04:09 PM
Call Transfer settings for the "operator" call handler are:
Status: Enabled
Tranfer incoming calls: No (send directly to his handlers greeting)
Transfer type: Release to switch.
01-11-2008 06:28 AM
If you send calls directly to the operators greeting that is expected behavior. That is the system greeting you hear I think.
You need to give the operator an extension. Or have it transfer to a subscriber extension, or record a greeting.
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