HiPAth 4k V5 FWD or Transfer to IVR sub menu 1

[jallen0916]

Hello,

Our call reps need the ability to occasionally transfer callers back into a sub menu of our IVR. I setup a forwarding extension that works fine, but I can only get it to land at the main menu. I need it to delay and dial other digits to transfer a call into a sub menu, kind of like a modem string with commas etc... is that possible? I tried to enter commas into the HiPath Admin GUI forwarding area and it did not like it.

I searched the forum and could not find anything that really matched my issue.

Thanks!

 

[donb01]

Just for giggles, try this. I know it will work on Name/Repdial keys, but not sure on the forwarding.

Lets assume the extension number of your IVR is 1234

When you enter the forwarding in to go to your IVR enter it as 1234C18C18<next_digits> and see if that works. Otherwise just for playing create a repdial key with that string in it.

So let's say you want to transfer the call to the IVR at 1234, you want to pause a bit and then dial 567.

Your Repdial string would be: C241234C18C18567

C24 is the keypress for Consult/Transfer (you would not put that in a forward string)
C18 is "pause" for like 2 seconds each I think. The official documentation says "HOLD", but I think the Germans think HOLD and PAUSE/WAIT are the same thing.

If you were actually programming the repdial key right from the phone keyboard it would be "Consult/(Transfer)" BUTTON 1234 HOLD HOLD 567

With any luck that will work for you. I used to have phones with sidecars I used as switchboards, and I would program all the repdial buttons as one touch transfer keys. With the 4K you may not have to start your repdial programming with the C24 or Transfer key because they may do that inherently now, but on previous systems if you wanted to transfer to that number you had to have te Transfer code in the sequence - otherwise they were just speed dial buttons.


Don Bruechert, Voice Comm Analyst II
CareTech Solutions @ Holy Family Memorial
Manitowoc, WI, USA

 

[jallen0916]

Thanks Don! The C24123C18567 example string worked programmed into a key. The pausing ,C18, after forwarding did not work.

 

[Moriendi]

Nice fix Don.
There is a ZAND parameter to decide if the name key places a call on hold or not when you press it, but it's zand so will be system wide. It's alldata or alldata2, called something like DDSSMPL (DDS Simple) That's from memory, it's probably not right but fairly close.

 

[sbcsu]

Thanks Don & Moriendi,
As I am currently logged on to a system that parameter is located in ZAND ALLDATA3

DIS-ZAND:ALLDATA3;
CHA-ZAND:TYPE=ALLDATA3,DDSIMPFL=YES;