Unity : Transfer a call and transfer to another handler if it failed

[thierry.berwart_2]

Hi !

The customer want this scenario :

someone calls the receptionist No 100

-> message " I am busy please wait"

-> unity try to transfer to 100 4 times

-> after 4 times, transfer to an IVR.

I thought to make 4 handlers

-> receptionist busy

-> message " i am busy ..."

-> try to transfer to 100

-> failed -> transfer to Call Handler 2

Call Handler 2:

-> message "i am busy ..."

-> try to transfer to 100

-> failed -> transfer to Call Handler 3...

I tried this :

Call Handler 1 :

call transfer : yes to 100, supervisor transfer

greetings : "the audio file", after greeting send to Call Handler 2

...

It works : call handler 1 -> call handler 2 -> ...

but I don't try to transfer to 100

??

Do you have any idee ?

thanks you in advance

Thierry

[lindborg]

Without seeing your configuration I can't be sure but my best guess would be that you have call handler 1 setup to "send to greeting for" call handler 2 instead of "attempt transfer for" call handler 2. This is a common mistake.

What you describe is certainly doable in Unity - I'm guessing it's a simple configuration issue.