Settings Panel

This panel includes two settings that come into play when calls are transferred from the VR to external numbers and when you want to handle situations where a contact does not answer.

Let’s look at them in detail:

• Use outgoing prefix for PSTN destinations: toggle on this setting if you wish VR to automatically add a prefix to the dialed number when it exceeds a certain length. Depending on your PBX dial plan, please enter the digits length of your internal extensions. If the target destination number is longer than entered digits, meaning it is an external destination, a prefix can be added to allow PSTN breakout. Obviously, the prefix must match your PBX configuration (typically, 0 or 9).

• Retrieve calls that are not answered by Contacts: once VR has determined the target destination number, it performs a blind transfer. To allow VR to manage calls that go unanswered (for example, when the user is busy or unavailable), please toggle on this setting to leverage Imagicle Camp-On feature upon call transfer. Thanks to Camp-On, the call returns to VR after a configurable timeout (set in the UCX Suite, within the selected Camp-On queue), where it is handled according to the behavior defined under “When the called contact doesn't answer” in the “Contacts” tab.The prefix added here must match the Camp-On prefix configured in UCX Suite and in your PBX.

If you do not enable and properly configure the “Retrieve calls that are not answered by Contacts” option, calls that go unanswered by users are not be handled by VR. As a result, unless there are specific configurations on the target numbers (such as call forwarding to voicemail), these calls are lost.
For this reason, it is strongly recommended to always enable and configure this option to ensure a better user experience for your callers.