Matrix PRASAR UCS - Call Chaining

Matrix PRASAR UCS System Manual 613
Call Chaining
What's this?
Call Chaining is when an external/internal call transferred by the Operator to another extension or external number
is made to return to the Operator's extension after the conversation between the caller and the extension/external
number to which it is transferred has ended.
Call Chaining is useful in situations where the Operator intervention is required after the transferred call has ended.
For instance:
• The caller needs to take an appointment or requires some information from the Operator after talking to the
desired extension.
• A marketing executive who calls his supervisor to consult on a technical problem needs to be informed
about his travel itinerary and ticket booking by the Operator. The Operator can transfer the call to the
supervisor, and use Call Chaining to retrieve the call once the conversation has ended to give the
information to the executive.
Call Chaining can be set for multiple calls.
Also refer “Call Transfer”, “Call Park”.
How it works
• A is an External Caller
• B is an extension.
• A calls a Trunk of PRASAR UCS.
• The Operator answers the call.
• The Operator sets Call Chaining and transfers the call to B.
• B disconnects the call with A, but A is still connected.
• The call comes back to the Operator, if the Operator is free.
• Now A is in speech with the Operator.
• If A disconnects the call with B, the call will be released. It will not return to the Operator.
• If the Operator is busy, A will be played music on hold for the duration of the Call Park Release Timer.
• If the Operator is busy and the Timer elapses, the call will be released.
Call Chaining can be performed when call is transferred from any extension to another extension or external
number.
How to configure
The only configuration involved in the functioning of this feature is assigning this feature to a DSS key which has
LED and programming, if necessary, the Call Park Release Timer.
Refer the topic “DSS Keys Programming” and “Call Park” for instructions.