Unity Connections7.02 Forwarding to Call Handler

[jim.rowlan]

I'm trying to find a good solution to a problem with call handling. Currently, if someone is not available, we have an option to forward a call to an attendant line (Press "0" for an operator) using a call handler. The problem arises when an operator isn't available. I'l like the call to revert back to the original mailbox.

     Inbound call goes to VM

     Caller presses "0" for an oerator

     Call goes to a call handler which attempts to transfer to an operator

     Operator doesn't answer

     Call drops

What I want:

     Inbound call goes to VM

     Caller presses "0" for an oerator

     Call goes to a call handler which attempts to transfer to an operator

     Operator doesn't answer

     Call reverts to original caller

Any ideas?

Thanks,

Jim Rowlan

[Ginger Dillon]

Hi Jim -

Just a thought for you, is the Operator a voicemail subscriber?  Instead of sending to a call handler message when pressing 0, you could send the caller to the Operator subscriber, "Attempt transfer for".  If the operator is not available, the caller can leave a voice message.  The default behavior is to route the voice message to the originating called number, not to the Operator.  This may help?

Sincerely,

Ginger

[Rob Huffman]

Hi Virginia

Hope all is well my friend! +5 for this good thinking.

Cheers!

Rob