Call Redirect Step

Use the Call Redirect step to redirect a call to another extension.

Note	The Call Redirect step creates a new call which can result in double counting of an inbound call on real-time reports. Use the Select Resource Step if you do not want this to occur.

Call Redirect Customizer Window

The Call Redirect step is often used in Interactive Voice Response (IVR) applications to transfer a call once a desired extension has been specified.

The Call Redirect step produces four output branches:

Successful—The call is ringing at the specified extension.
Busy—The specified extension is busy, and the call cannot be transferred.
Invalid—The specified extension does not exist.
Unsuccessful—The redirect step fails internally.

Place script steps after each of the different branches provided by this step to handle the possible outcomes of a redirected call.

Note

The Call Redirect step updates Historical Data with a destination number only if the call is successful. In other cases (Invalid/Unsuccessful), the destination number is "Unknown. If the call redirection fails, then the destination number does not set in the contact call detail record.
When transfering to another application, mark the call as handled using the Set Contact Info step. Not doing so will result in a delay of 5 seconds as additional internal events have to be handled for the call.
The script moves only to the Busy branch of the Call Redirect step if the redirect destination is on the same Unified Communications Manager cluster. If the redirect destination is outside of the Unified Communications Manager cluster (over an ICT or a PSTN destination), the blind transfer aspect of the Call Redirect step does not allow the script to move to the Busy branch of the step. Instead, the Successful branch is used because the Unified Communications Manager cannot access call-state information after the blind transfer is completed to an off-cluster destination.
To support E.164 compliance, Unified CCX allows you to add “+” preceding to an agent extension or a route point directory number.

The following table describes the properties of the Call Redirect customizer window.


Properties / Buttons	Description
Call Contact	Contact that you want to redirect. The default is Triggering Contact, unless another contact is defined.
Destination	Variable that holds the extension where the call is to be redirected. (See for supported extensions.)
Called Address	Select one of the following options: Reset To radio button and drop-down list (default) Preserve radio button If you select the Reset To option, you can select a value from the drop-down list. This value is reflected in the origCalledAddr column in Contact Call Detail Record (CCDR) report. If you select the Preserve option, the null value is reflected in the origCalledAddr column in CCDR report.

The following table describes the extensions supported by the Call Redirect step.

Extension

Description

Extensions starting with “#” or “*”

Extensions that trigger a network take-back and transfer where the specified string is outpulsed as is. The redirect is successful if a hang-up event occurs within a maximum of 5 seconds.

Note	You can use a comma (,) in the string to insert a pause of 1 second before the next digit is outpulsed.

Extensions ending with “.wav”

Extensions that trigger a network announcement type of redirect in which the system simulates a ring-back tone, then plays back the specified .wav file 4 times, and finally simulates a fastbusy tone.

The redirect is successful if at any time the caller hangs up or the end of the fastbusy tone is reached, at which point the call is disconnected.

Extensions equal to “PROBLEMS”

Extensions that trigger a network announcement type of redirect with a system problem announcement.

The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.

Extensions equal to “BUSY”, “RNA”¹, “FASTBUSY” or “DIALTONE”

The specified audio treatment is generated before the call is disconnected.

The redirect is successful if at any time the caller hangs up or the end of the audio is reached. The call will be reported as disconnected, not redirected.

¹ RNA = Ring No Answer