Unity Connection Call Transfer

[armingojak]

Hello everyone,

I have setup CUCMBE at my office and now i have problem with call transfer to operator.

I have setup Direct Routing Rules and System Call Handlers with custom Recording. Also I was sync users from CUCMBE.

When I call from outside I get welcome greetings and after that when I want to transfer call to operator I get Cisco Voice message

"wait while I transfer your call" and after that "Sorry EXTENSION is not available, record your message..."

How can I avoid this problem?

Also, how can I disable Cisco Voice message "wait while I transfer your call" when I want to do call transfer to operator? This is needles to us.

Regards,

Armin

[William Bell · Accepted solution]

To solve your first problem you need to check your dial plan. When performing a transfer, the CSS assigned to your VM ports is used by CUCM during the digit analysis process. You need to ensure that the digits dialed would be routed the way you want when using the VM port CSS. You can use DNA to test this (https:///dna).

For the second question, I typically set up the operator as a VM user and then configure the transfer rules for this user. On the transfer rule page, you will see an option called "Play the 'Wait while I transfer your call' prompt". Disable this option.

HTH.

Regards,

Bill

[armingojak]

Hi William,

I will check my CSS.

I am also setup operator as VM user and configure transfer rules for that user.

I am also unchecked "Play the 'Wait while I transfer your call" prompt.

I am setup Transfer Action to transfer call to Greeting, and on a Greetings (Standard) on After Greeting option I checked User with Mailbox (choose operator) and checked Attempt Transfer.

BR,

Armin

[William Bell]

Armin,

The "Play the 'Wait while I transfer your call' prompt" setting is not used if you are transfer incoming calls is set to the greeting option. So, you will not resolve your second problem with the noted configuration.

HTH.

Regards,

Bill

[armingojak]

Hello William,

I have setup CSS and I get call transferred to the operator, but I can't get ring out tone on my phone when calling Unity.

When I calling form outside I get welcome greeting, then annoying Cisco Massage "wait while I transfer your call" and after that it's only silence, but operator extension ringing and I can answered the call.

BR,

Armin

[William Bell]

Armin,

See previous note on "send to greeting" conflict with the "Play 'Wait while I transfer your call' prompt" option.

For ring-back alerting, it is possible that your Unity Connection system is doing a consultative transfer. Which means it will use MoH. If you have MoH disabled or for some reason MoH is not working (i.e. multicast enabled when multicast is not properly handled on the network) you may experience silence.

To resolve, set the "transfer type" to "release to switch".

HTH.

Regards,

Bill

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[armingojak]

I will check MoH, but I am not sure that I understand You regarding "send to greeting" option.

Is it possible to use "sent to greeting" option and to bypass "Play 'Wait while I transfer your call' prompt", or I have to transfer calls to extension and to use "release to switch" transfer type?

BR,

Armin

[William Bell]

Armin,

Sorry for the confusion. You want to transfer calls to extension, disable the "Play Prompt" option, and use the "release to switch" transfer type.

HTH.

Regards,

Bill

[armingojak]

Thank You Bill.

I will try that tomorrow.

For some reason, my VPN session don't work now

May I ask You another question not really related to this post/problem?

I have two CUCM in two country (CCM 4 and CUCM 8). I have done intercluster-trunk between these two. CUCM 8 use LDAP to sync users, but on CCM 4 user are added manualy.

Now, when I make call from phone registered on CUCM 8 to some extension registered on CCM 4 it cant resolve phone number to name of user, like it dose when I make local call. Also when someone call me from CCM 4 I see phone extension number on my phone display instead of name of person who calling.

I have all these users on both CallManagers.

I have make calls directly from Corporate Directory on phones.

Have You some clue about this.

It is not problem if you can't answer I will start new discussion about this.

Anyway, thanks again.

Have a nice weekend,

Armin

[William Bell · Accepted solution]

Armin,

Calling name presentation has nothing to do with the user database (whether that user database is local or LDAP integrated). The "Alerting Name" and "Display (Internal caller ID)" fields on the device directory number/line determine the calling party name displayed on the receiving station's LCD.

In your case, you may want to configure the ICT trunks to enable the option: "Display IE Delivery". Enabling this option allows the SETUP and CONNECT messages to include the calling and callend party name information elements (IE).

HTH.

Regards,

Bill

[armingojak]

Hello Bill,

I have properly filled up the "Alerting Name" and "Display" fields on the device directory number/line on both CallManagers, but I am not sure that the "Display IE Delivery" option is enabled on both side of ICT. I will check this in the Monday morning and also try to transfer call to extension on Unity, still my VPN don't work

I'll definitely let you know the outcome after I try the suggested solutions.

Thanks again for the reply, and on the track that you have given me for these problems.

Until Monday...

Regards,

Armin

[armingojak]

Hi Bill

I have solved problem with displaying caller name on phone LCD thanks to You. It was "Display IE Delivery" option but on CCM4 side.

Thank You again.

Still have problems with UC call transfer. I always get 'Wait while I transfer your call' prompt.

This is what have I done.

Voice Gateway H323:

Created Dial pattern to forward outside call directly to CTI extension which I have created on CUCM, 5095.

CUCM:

Created Dummy DN (5095) which I use on CTI to UC.

UC:

Have User with extension 5000 which will be operator.

Created "Direct Routing Rules"  which "Send Call to" "Call Handler (my system call handler)" and use "Go Directly to Greetings" option. Also, there I have created Schedule for "WeekDays_WorkHours".

On a System Call Handlers - my call handler with 5095 extension -- Greetings -- Standard: I have checked "My Personal Recording" and on "After Greeting" option I use "User with Mailbox (user with extension 5000)"

with "Attempt Transfer" option.

On a System Call Handlers - my call handler with 5095 extension -- Transfer Rules -- Standard: on "Transfer Action" "Transfer Call to" I have checked "Extension (5000)" with "Transfer Type" "Release to Switch"

as You say earlier.

Where I make mistake?

Regards,

Armin

[armingojak]

Hey Bill,

I have just realized what was a problem with transfer and solve it.

Now its work without "Wait while I transfer your call" prompt, but I still have no ring-back, only silence.

Thank You.

Regards,

Armin

[armingojak]

P.S.

When I call UC extension 5095 from local IP Phone I get ring-back.

BR,

Armin

[William Bell]

Armin,

To further define the problem with alerting tone, can you provide the results of the following:

1. IP Phone registered to your CUCM calls extension 5095 and transfers to the operator.

- is alerting tone received

2. PSTN caller calls extension 5095 and transfers to the operator

- is alerting tone received

-Bill