Wednesday, 10 December 2014

CUC 9.x: Call Transfer


There are different methods to transfer calls in CUC. Below are couple of them.

Directory Handler

This is detailed in call routing section. However, worth to mention that this will lookup users in the corporate directory based display name and once identified the call will be transferred to the user extension by looping it back to the phone system.

The callers can be internal to the organization or external. You just need to make sure that the phone system is sending the right call information to CUC.

Note: This method can't be used if you want to dial numbers which aren't listed in the directory from CUC.

User or Call Handler

Another way is creating a call routing rule which sends the call to user with mailbox or call handler. The user or call handler will allow call transfer to external numbers if not restricted by restriction table and if the Allow Transfers to Numbers Not Associated with Users or Call Handlers check box is enabled under greeting settings.

For user with mailbox or call handler, call transfer will take place before taking message action. Once message recording started, CUC will ignore transfer or call caller input. CUC will take them as part of the message. You need to make sure that after greeting action isn't take message, for example it can be restart greeting.

There are two types of transfer, Standard and Closed. Standard transfer settings takes place during active hours of the user or call handler while Closed Transfer settings take place during inactive time or holiday. This is controlled by the schedule assigned to the user or call handler.


The extension setting is the caller ID to be provided to phone system. Else, you can play a greeting and use the CUC number as caller ID. Also, you can release the call directly to phone system or make it as supervised transfer (consulted transfer).

Note: This methods can be used to transfer calls to external numbers outside the CUC directory.

System Transfer

You can route callers to one of the two transfer conversations:

Caller System Transfer
This conversation prompts callers to enter the number that they want to transfer to.
To help protect your organization from toll fraud and unauthorized use, Unity Connection performs the transfer only when the Default System Transfer restriction table permits it.
User System Transfer
This conversation prompts callers to sign in to Unity Connection. After callers enter their Unity Connection IDs and PINs, Unity Connection prompts them to enter the number that they want to transfer to.
To help protect your organization from toll fraud and unauthorized use, Unity Connection performs the transfer only when permitted by the transfer restriction table that is associated with the class of service for the user who signed in.

This can be done by:

  1. Creating a call routing rule pointing to the conversation
  2. Configure caller input on a call handler/user to send the caller to system transfer conversation. This is called one-key dialing.

Note: This method allow transfer to external if allowed by restriction table.

Note: When using either the Caller System Transfer or User System Transfer conversation, Unity Connection prompts users and callers to confirm the number that they enter before performing the transfer. To disable the confirmation prompt, change the System Transfers: Confirm Number Before Transfer setting on the System Settings > Advanced > Conversations page in Cisco Unity Connection Administration.

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