Table Of Contents

Call Contact Step Descriptions

Call Redirect

Get Call Contact Info

Call Contact Step Descriptions

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The steps in the Call Contact palette of the Cisco Unity Express Script Editor provide script designers with a way to manage calls.

The Call Contact palette contains the following steps:

•Call Redirect

•Get Call Contact Info

Figure 64 shows the steps in the Call Contact palette as they appear in the Palette pane of the Cisco Unity Express Script Editor.

Figure 64 Call Contact Palette Steps

Call Redirect

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

The Call Redirect step is often used in applications to transfer a call after 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.

Configure script steps after each of the four branches to handle the possible outcomes of a redirected call.

Figure 65 shows the customizer window for the Call Redirect step.

Figure 65 Call Redirect Customizer Window

Table 25 describes the fields of the Call Redirect customizer window.

Table 25 Call Redirect Customizer Window Fields 

Field	Description
Call Contact	Contact that you want to redirect. Default is Triggering Contact, unless another contact is defined.
Extension	Variable that holds the extension where the call is to be redirected. (See Table 26 for supported extensions.)
Reset CTI Called Address	If Yes, the script resets the original destination of the call to the redirected destination. If No, the script preserves the original call destination even after the Call Redirect step executes. The information associated with the call gives no indication that the Route point or CTI port was ever involved with the call. Default is Yes. Set this field according to the requirements of the redirected destination.

Table 26 describes the extensions supported by the Call Redirect step.

Table 26 Call Redirect—Supported Extensions

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. The system simulates a ring-back tone, 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

Follow these steps to redirect a call:

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Step 1 From the Call Contact drop-down menu, choose the Contact variable to trigger the Call Redirect step.

Step 2 From the Extension drop-down menu, choose the variable that holds the extension where the call is to be redirected.

Step 3 In the Reset CTI Called Address field, do one of the following:

•Click the Yes radio button if you want to reset the original destination of the call to the redirected destination.

•Click the No radio button if you want to preserve the original call destination even after the Call Redirect step executes.

Step 4 Click OK.

The Call Redirect customizer window closes, and the names of the selected Call Contact and extension variables appear next to the Call Redirect step icon in the Design pane of the Cisco Unity Express Script Editor.

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Get Call Contact Info

Use the Get Call Contact Info step to access call-specific information and to store values in specified variables.

You can use this step to handle a call in a variety of ways depending on the source of the call and other properties associated with the session. For example, you can use this step with a Call Redirect step to transfer a call to another extension, or you can use this step with a Play Prompt step to play a voice prompt.

Figure 66 shows the customizer window for the Get Call Contact Info step.

Figure 66 Get Call Contact Info Customizer Window

Table 27 describes the fields of the Get Call Contact Info customizer window.

Table 27 Get Call Contact Info Customizer Window Fields

Field	Description
Call Contact	Contact for which you want to get information. Default is Triggering Contact, unless another contact is defined.
Calling Number	Variable that stores the number of the originator of the call.
Called Number	Variable that stores the number called by the calling party.
Arrival Type	Variable that holds the arrival type of the call. (See Table 28 for supported arrival types.)
Last Redirected Number	The number from which the last call diversion or transfer was invoked. This is the number at which the call was placed immediately before the current number.
Original Called Number	Number called from the perspective of the called party.

Table 28 describes the arrival types of the Get Call Contact Info step.

Table 28 Get Call Contact Info—Arrival Types 

(Event) Arrival Type	Description
UNKNOWN	The system is unable to determine how the call arrived.
DIRECT	Incoming call that came directly from the originator.
REDIRECT	Incoming call that was redirected to this application.
FORWARD_ALL	Incoming call that was forwarded from its original destination.
FORWARD_BUSY	Call that was forwarded to the current application because the original extension was busy.
FORWARD_NO_ANSWER	Call that was forwarded to the current application because the original extension exceeded the maximum number of rings.
TRANSFER	Incoming call that originated locally as part of the Transfer feature.
OUTBOUND	Call that was the result of an outgoing call created by an application.
TIME_OF_DAY	Call that was the result of a time-of-day forwarding.
DO_NOT_DISTURB	Call that was the result of a do-not-disturb forwarding.
FOLLOW_ME	Call that was the result of a follow-me forwarding.
OUT_OF_SERVICE	Call that was received because the originally called party was out of service.
AWAY	Call that was received because the originally called party was away.

Follow these steps to access call-specific information:

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Step 1 From the Call Contact drop-down menu, choose the Contact variable for which you want to retrieve information.

Step 2 From the Calling Number drop-down menu, choose the variable that stores the number where the call originated.

Step 3 From the Called Number drop-down menu, choose the variable that stores the destination number.

Step 4 From the Arrival Type drop-down menu, choose the variable that stores the arrival type for the call.

Step 5 From the Last Redirect Number drop-down menu, choose the variable that stores the number from which the last call diversion or transfer was invoked.

Step 6 From the Original Called Number drop-down menu, choose the variable that stores the original destination number.

Step 7 Click OK.

The Get Call Contact Info customizer window closes. The name of the selected Call Contact variable appears next to the Get Call Contact Info step icon in the Design pane of the Cisco Unity Express Script Editor.

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