Enabling Ringback on Transfer

It is very common for customers to want an extension to behave slightly differently when receiving a transferred call, when compared to the behaviour when receiving a call directly. One of the most popular examples of this is ringback on transfer. With ringback enabled, a user can expect an unanswered transferred call to be directed back to the extension that transferred the call.

Enabling the ringback feature

Ringback can be enabled from the Global Settings menu, found on the Setup page of the GUI, although the option is enabled by default.

Three configuration options exist, as shown above.

• Ringback on Transfer Busy enables a ringback to occur when a call is transferred to an extension that is on a call. If enabled, a call will be directed back to the transferring extension should the destination extension be on a call.
• Ringback on Transfer no answer enables a ringback to occur when a call is transferred to an extension that does not answer. If enabled, the call will be directed back to the transferring extension after the configured ring time for the destination extension has elapsed.
• Ringback on Transfer Voice Prompt simply enables the playback of a message informing the caller that their intended target destination is not available, played before directing the call back to the transferring extension.

Conditions:

There are a few conditions that must be met in order for the ring back functionality to be evoked. These are listed below.

1. The destination extension may not have call waiting enabled. If call waiting is enabled, the user will be informed by the call waiting feature if they are on a call at the same time as the receive a transferred call.
2. The destination extension needs to have either voicemail or follow-me enabled. If voicemail is disabled, then the follow-me of the extension needs to be fully configured, including a valid follow-me list, and destination if no answer (both of these can be the extension itself, if you do not want any follow-me functionality).
3. A Blind transfer must be used. The feature is not called during an attended transfer or a semi attended transfer, as during an attended transfer, the destination user will be in a position to accept or reject any transferred calls before being connected to the calling party. If you encounter difficulties when testing, we recommend testing by using the ## blind transfer feature code. This ensures a blind transfer is evoked, regardless of the configuration of the handset's transfer feature.