Blind Transfers

[CSI]

I'm having some difficulty in getting my blind transfers to work correctly.

 

When needing operator assistance during the day, the call is transferred (blind) to an ACD extension on our PBX. This works beautifully.

 

At night, the call needs to be transferred off-site to another phone number at a different location. This does not work for me.

 

 

The way our PBX works is that for an internal transfer:

!xxx <hangup> (which from what I can tell, is what VG is doing)

 

for external transfers, you need a few more steps:

!9,xxx-xxxx!! (the addition of two more hook-flashes). I tried adding these into the dial string, but they seem to be ignored when the module executes. What happens is that the call is put on hold, but then rings back into the system when it hangs up the line.

 

How can I get VG to generate the extra hook flashes?

 

093832.62  6 TimeoutSet 0.4 EV_TIMEOUT_READYTOBEGINTRANSFER
093832.93  6 Timer fired EV_TIMEOUT_READYTOBEGINTRANSFER
093832.93  6 ScriptEventCode 9012 iLineState=1900
093832.94  6 LsXferStart EV_TIMEOUT_READYTOBEGINTRANSFER
093832.94  6 TimeoutSet 30 EV_TIMEOUT_ANNOUNCED_TRANSFER_ATTEMPT_TOOK_TOO_LONG
093832.95  6 [Transfer External] Blind Transfer to 9,xxxxxxx (Generate)
093832.96  6 tapic lineGenerateDigits(65615,!,0) => 0
093833.36  6 generate LINEGENERATETERM_DONE
093833.36  6 TimeoutSet 1 EV_TAPI_GENERATE
093834.27  6 Timer fired EV_TAPI_GENERATE
093834.27  6 ScriptEventCode 9602 iLineState=1900
093834.29  6 LsXferStart EV_TAPI_GENERATE
093834.29  6 TimeoutSet 1 EV_HOOKFLASHFINISHED
093835.30  6 Timer fired EV_HOOKFLASHFINISHED
093835.30  6 ScriptEventCode 9200 iLineState=1905
093835.31  6 LsXferPlayVts EV_HOOKFLASHFINISHED
093835.33  6 tapic lineGenerateDigits(65615,9,xxxxxxx,0) => 0
093838.51  6 generate LINEGENERATETERM_DONE
093838.51  6 TimeoutSet 1 EV_TAPI_GENERATE
093839.43  6 Timer fired EV_TAPI_GENERATE
093839.43  6 ScriptEventCode 9602 iLineState=1905
093839.43  6 LsXferPlayVts EV_TAPI_GENERATE
093839.44  6 TimeoutSet 3 EV_TIMEOUT_HANGUP
093842.34  0 sys   cleanup Start
093842.34  0 sys   cleanup End
093842.46  6 Timer fired EV_TIMEOUT_HANGUP
093842.46  6 ScriptEventCode 9001 iLineState=1905
093842.47  6 LsXferPlayVts EV_TIMEOUT_HANGUP
093842.47  6 rv   add [Hangup Time]{3/5/2004 9:38:42 AM}

[CSI]

After restarting VG, I have gotten it to work. It does show the hook flashes now.

 

Also, I had to add several pauses after the phone number before the hookflashes, otherwise it dialed too quickly and the caller could hear the dial sequence.

 

 

Now my problem lies in that when VG hangs up the line, it disconnects the call and drops the call from the caller's perspective as well as from the answering system's perspective.

 

Any ideas?

[SupportTeam]

Does the PBX allow you to transfer an incoming external call to another external number?

 

Many PBXs do not allow this... you should check is your one does.

 

Can you do such a transfer manually on your PBX? If yes then please tell us step by step how you do it.

 

If you need to transfer an external call to another external number you should probably look at using the "Dial and Conference" option.

[CSI]

Yes, I can do the transfer manually using the following sequence:

 

flash

<dial number>

flash

flash

<hangup>

[CSI]

I should also mention that the process works perfectly if I do a blind conference call.

[SupportTeam]

do you do the

 

flash

flash

<hangup>

 

immediately after dialing the number or do you need to wait until the destination number answers the call?

[CSI]

I've checked with my systems vendor. After quite a bit of research, we've determined that this is a limitation of the software on the phone system. The goods is that it can be upgraded to a newer version. I should be able to get that done before this project goes live at the end of the month.

 

Thanks for your help.

[CSI]

I'm getting an upgrade to the phone system today that will fix this problem.

 

However, I have another question related to blind transfers so I thought I would post it here so that you have some background already.

 

I use VG primarily as an auto attendant, answering the line, then transferring off to a third party ACD. The problem with VG's blind transfer to the ACD is that after VG dials the extension, it waits several seconds before hanging up.

 

Is there a setting to control how long VG waits before hanging up?

[SupportTeam]

Could you please post a copy of VoiceGuide's Debug Printout which captures the transfer, this will allow us to see what is happening.

 

You can control the sending of hookflashes & DTMF tones better by just specifying them in "Play" modules.

 

To do a blind transfer you would use two Play modules one after another - one playing a hookflash using the ! character and another playing the extension number. Then you can precisely control time between hookflash and dialing of the extension and also precisely how long after finishing dialing should the call be hung up. See attached script.

BlindTransfer.vgs

[CSI]

Here is the log:

 

...

162216.93 11 RVreplace end: [695]

162216.93 11 [ACD Transfer] Blind Transfer to 695 (Generate)

162216.95 11 tapic lineGenerateDigits(66163,!,0) => 0

162217.61 11 generate LINEGENERATETERM_DONE

162217.61 11 TimeoutSet 1 EV_TAPI_GENERATE

162218.61 11 Timer fired EV_TAPI_GENERATE

162218.61 11 ScriptEventCode 9602 iLineState=1900

162218.61 11 LsXferStart EV_TAPI_GENERATE

162218.62 11 TimeoutSet 1 EV_HOOKFLASHFINISHED

162219.73 11 Timer fired EV_HOOKFLASHFINISHED

162219.73 11 ScriptEventCode 9200 iLineState=1905

162219.73 11 LsXferPlayVts EV_HOOKFLASHFINISHED

162219.75 11 tapic lineGenerateDigits(66163,695,0) => 0

162220.15 11 generate LINEGENERATETERM_DONE

162220.17 11 TimeoutSet 1 EV_TAPI_GENERATE

162221.18 11 Timer fired EV_TAPI_GENERATE

162221.18 11 ScriptEventCode 9602 iLineState=1905

162221.18 11 LsXferPlayVts EV_TAPI_GENERATE

162221.20 11 TimeoutSet 3 EV_TIMEOUT_HANGUP

162224.50 11 Timer fired EV_TIMEOUT_HANGUP

162224.50 11 ScriptEventCode 9001 iLineState=1905

162224.50 11 LsXferPlayVts EV_TIMEOUT_HANGUP

162224.51 11 rv add [Hangup Time]{3/24/2004 4:22:24 PM}

162224.53 11 Hanging up call...

162224.53 11 RecSoundStop ok

162224.54 11 PlaySoundStop err=0

162224.54 11 TimeoutSet 2 EV_TIMEOUT_WAITFORIDLEAFTERLINEDROP

162224.56 11 fnHangupCall end

162224.59 11 linedevstate 2048 0 0

162224.59 11 callstate IDLE 66163 0 0

 

I will also play around with your suggestion of using linked play modules.

[CSI]

Hold on... I think that was the wrong log.