Calls do not transfer

When a call does not transfer as expected during the execution of a voice application, check the following:

Does your telephony configuration support call transfer?

Different switches interpret different signals as a request for call transfer on CAS protocols. The signal that Blueworx Voice Response sends is determined by the values of the Transfer Call Request Signal and the Transfer Call Feature Code parameters of the signaling type definition used by the channel processing the call. Some switches might also require the state table to run a Dial action with hook flash before the TransferCall action, to ensure that the TransferCall completes successfully. To reset the value of the Transfer Call Feature Code parameter:

1. Use Pack Configuration to determine which channel group is assigned to the trunk.
2. Use System Configuration to determine which Signaling Type is specified in the Channel Group definition.
3. Use System Configuration to reset the value of the Transfer Call Feature Code parameter in the Signaling Type definition Use Help on the Transfer Call Feature Code window if you need an explanation of the parameter.

For more information about signaling types, see Blueworx Voice Response for AIX: Configuring the System. For information about Dial and TransferCall, see the Blueworx Voice Response for AIX: Application Development using State Tables information.

Is TransferCall immediately followed by a TerminateCall action?

When a voice application runs a TransferCall action successfully, it does not complete the connection to the new extension until it performs an action that frees the channel, such as TerminateCall or CloseEverything. Unless TransferCall is followed by TerminateCall, the caller is forced to wait until the voice application reaches a CloseEverything action, before the transfer is made. Use the information provided in Blueworx Voice Response for AIX: Application Development using State Tables to open the TransferCall action definition and ensure that the Successful result passes control to a TerminateCall action.

For information about TransferCall and TerminateCall, see the Blueworx Voice Response for AIX: Application Development using State Tables information.

Is the digit string format definition correct?

The stream of signals that is sent to a switch to achieve call transfer is not the same for all switches. Use the information about TransferCall that is provided in Blueworx Voice Response for AIX: Application Development using State Tables to ensure that the digit string format specified in the TransferCall action is correct for your switch.

Is the switch configured to allow calls to be transferred?

The extension to which the voice application is attempting to transfer calls must be configured to accept transferred calls.

If your switch supports call transfer, the Class of Service for the channels connected to Blueworx Voice Response must be set up to allow call transfer.

For information specific to the configuration requirements of your switch, see your telephone provider.

Does the switch automatically reconnect calls?

If the extension to which a call is transferred is busy or not available for some reason, the caller should be reconnected to the line on which the call was originally received. Verify that your switch performs this action automatically, or that the state table contains a ReconnectCall action to handle the situation when the connection to the transfer extension fails. Note that some switches (for example, the ROLM switch) require a Dial action with hook flash before the ReconnectCall action.

For information about your switch, see your telephone provider. For information about ReconnectCall and Dial, see Blueworx Voice Response for AIX: Application Development using State Tables.

Are you using a signaling process that you developed yourself?

Check whether your signaling process is still running. Message 32011 in the error log indicates that a signaling process has terminated.

Did your signaling process specify SL_SIGPROC_CAPABILITY_TRANSFER when it called the sl_open() subroutine?

Is the state table using the TransferCall action or the Dial action? You should use the TransferCall action in your state tables because the Dial action does not work when you are using a signaling process.

Check that your signaling process is receiving the SL_CALL_TRANSFER_REQ primitive.

Check that your signaling process is returning the SL_CALL_TRANSFER_CNF primitive to Blueworx Voice Response and that the sl_send_confirm() subroutine is returning successfully.

Use signaling interface tracing to see the primitive that Blueworx Voice Response sent to your signaling process. For information on tracing signaling interfaces, see Blueworx Voice Response for AIX: Programming for the Signaling Interface.