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Unity transfer options

mmahannah
Level 1
Level 1

I want to make sure I understand the difference between the transfer options. A customer wants to accomplish the following:

When a caller is hearing a subscriber's greeting, they want the option to press "0" and attempt a transfer to an assistant. If the assistant does not answer the phone, they want the call to return to return to Unity and take a msg for the original number dialed.

To accomplish this, I was assuming I could use the supervise transfer and wait a certain number of rings then have Unity pull the call back to the greeting. Is this correct? In the lab I was having trouble getting this to work.

2 Replies 2

lindborg
Cisco Employee
Cisco Employee

No, that's not how the transfers work - you have to send the call to another call handler for the transfer to take place (i.e. 0 is mapped to "attempt transfer for" another call handler which does the transfer to the phone). When the call is pulled back it's in THAT call handler, not the original user's mailbox where you mapped the 0 key.

You can setup that call handler to take messages and leave them for the subscriber you want - or you can set the call handlers alternate greeting to active (which over rides all other greetings) and have the after greeting action set to "send to greeting for" the original subscriber. This would be the best way to go about it - this way the caller gets the transfer and then if the assistant is not there then the next thing the customer hears is the original subscriber's greeting and they can leave a message.

For more details on how the auto attendant flow works, check out the "Audio text applications in Unity" paper on the Documents page of www.CiscoUnityTools.com - it can help clear up how all this works.

Thanks Jeff. This makes sense. I have a somewhat related question but I will open a new topic....