Supervised Call Transfer?

[Guest Dustin]

Hello,

 

I'm trying to use VoiceGuide to replace my old Telekol system that's currently integrated with my Toshiba Strata DK96.

 

Thus far, unless I'm mistaken, I've determined that to replace the Telekol's auto-attendant features, I apparently need to be able to do supervised call transfers. It appears to me that VoiceGuide only has unsupervised call transfer at this time.

 

Anybody have any ideas?

 

Thanks

 

-Dustin

[SupportTeam]

VoiceGuide can do both unsupervised (blind) and supervised (announced) transfers - these options are visible in the properties window of the 'Transfer Call' module

 

When using announced transfers the destination extension is played a message informing them of the caller ID (if available) from which they are to receive the call, and are asked whether they would like to accept the call. Pressing 1 accepts the call, or if they press 2 the call is declined.

 

If the call is declined or destination extension is busy or does not answer then the call is retrieved and the "Fail" path from the Call Transfer module is taken - usually the script would then play a message to the caller saying that they could not transfer the call, and perhaps attempt to do a transfer to another extension, or send the call to a voicemail box...

 

PBX Switch integration :

 

How is the current Telekol system integrated with the Strata DK96? Do you have a separate serial port connection to the PBX which informs Telekol when the destination extension is picked up? If you have this link than VoiceGuide can be configured to do supervised transfers without the announcement being played - but we would need to know the specifications of the information sent from Strata DK96 to indicate that extension has been picked up...

 

If you can provide us that information I can tell you how to set up VoiceGuide to listen to this switch integration information and perform supervised transfers without the announcement messages...

 

This applies to anybody else who would like to have VoiceGuide configured to integrate with their PBX - If you can forward us the switch integration messages specifications, we can inform you how to configure your copy of VoiceGuide to communicate with your switch.

[Guest Dustin]

Okay, I see what you mean about the blind vs announced transfers. It looks like I'll need to do a bit of debugging with my install -- the only use case that seems to behave properly at the moment is rejecting an announced call. If the extension is busy, or the call is accepted, the system reports an invalid line state error (sorry I don't have the details handy) and attempts to hang up but never quite succeeds and has to be closed/re-opened. If the station never picks up, the call never comes back even with a timeout set - I believe a line state error results in this case as well. I'll have to futz with it a bit to see if I've got something config'd wrong.

 

As for the telekol integration, no there's no separate serial port hooked up - anything/everything happens right through the dialogic board in it. I am working on tracking down the appropriate settings and think I've seen in other posts how settings get configured.

 

Thanks again for your attentiveness to this forum.

 

-Dustin

[wallingd]

I'm adding my outcome as information for other DK96 users.

 

First I started with a simple inband signaling definition file comprised of nothing more than:

Pattern=*

RV=INBAND,1,3

and set that up in VoiceGuide per the user guide.

 

Next, I played with every possible setting in the DK96 re: in-band signaling and auto dial numbers returned to vm ports by stations. I never did manage to get the standard instructions of assigning follow-on digits to stations (e.g. INT 6-5-6 [special codes and extension number] RDL) to ever result in follow-on digits actually getting sent. I never did find very good documentation on Toshiba voice processing, in-band signaling with the DK96, etc.

 

I finally had success only after using Program 31 in the DK96 instructions and activating LEDS 19 and 20 to cause the PBX to return DTMF B along with the extension number. Actually, that's what LED 20 does - LED 19 enables DTMF B and no station number. There's no clarification anywhere as to which option is used in what cases. In practice, I'm seeing the extension number come back when Busy/No Answer and am simply making my call handling decisions based on that.

 

Anyway, all of the above combined with PBX Blind Transfer works absolutely smashingly and I'm quite pleased. If anybody has any better documentation on in-band signalling on the DK96, I'd be curious and I'm all ears.

 

-Dustin