Call Handler - Direct Transfer.

Running Unity 4.04, I'm trying to setup a call handler to be able to transfer a call to another extension without that extension having voicemail assign to it, like a Hunt Group. I've checked the yes, ring a subscriber at this extension, but Eample Admin kicks in and the call never transfers. I've changed Profile; Active Schedule to all day too. Thanks for Any Help.
Jim

I suspect you're fiddling with the wrong greeting - this absolutely does work and is a very common techique.
As a test, set the ALTERNATE greeting for the handler you're using to sling shot the call as active, set it's source to blank and set it's after greeting action to attempt transfer for the call handler you want to ring the phone. On THAT call handler, set the ALTERNATE transfer rule to active and have it set the phone to ring.
Using the alternate greeting and the alternate transfer rule like this take the most common issue here out of the equation since they over ride all other rules without question.
This absolutely works and has always worked so if you continue to get the greeting after doing this you're liking having the call routed somewhere unexepected and you'll need to open up the call viewer and the port status montior app from the tools depot and see how the call is being processed.

Similar Messages

  • Call Handler Transfer Issue

    I have a Unity 4.0 system that is exhibiting the following behavior.
    Inbound calls go to voice mail. Recorded prompt notifies caller that they can press 1 to transfer to cell number.
    Caller input within the Unity subscribers account is programmed to "Send caller to attempt transfer for [a specific Call handler that is set to]" "Yes, ring a subscriber at this extension: [users cell number]"
    When the caller calls the users DID, the call flow completes correctly without any issues.
    When the caller calls any of our main lines, we have several published company phone numbers, and then either enters the end users extension, which is allowed via a recorded attendant, or chooses the operator and is then manually transfered to the end users extension, the caller, upon pressing 1 to transfer to the cell phone experiences one of the 4 following behaviors.
    1. The call transfers to the cell phone but the call terminates before the end user succesfully answers the call.
    2. The caller hears the prompt "your call can not be completed as dialed,  [Wireless Cellular Carrier Name]".
    3. Example Administrator is not available.
    4. A Voice Mail tone prompt without any preceding recording.
    I have over a dozen out of 200 + accounts programmed for this feature. All accounts are utilizing the same PRIs for inbound and outbound calls. All accounts use the same gateways, interfaces, Calling Search Space, Partition, Device Pool, Route Group, Route List and Route Pattern.
    Of these accounts that utilize this feature programming, 3, including a test phone that I just set up patterned after one account that is exhibiting this unwanted behavior, function correctly no matter where the call comes from.
    Originally, all accounts exhibited this unwanted behavior but after modifying all associated call handlers with the following, the three afore mentioned accounts function correctly.
    Changes to call handler: Changed Transfer Type from "Release to Switch" to "Supervise Transfer" and "Rings to Wait" from 2 to 3.
    Any suggestions and advice are greatly appreciated.

    Here is an update to this issue. Through additional testing I've determined the following.
    Unless the transfered call is answered by the cell phone immediately, the call transfer fails and the call is instead transfered to the message recipient set within the call handler. By default, this is Example Administrator. I can change the owner of and message recipient of the call handler and the call does go into that subscriber's voice mail without any greeting.
    Again, this behavior only occurs when the originating call is transfered from one call handler to the transfer to cell phone call handler. If the originating call is to the users DID, the call transfers without any issues.

  • Unity Connection 8.5 | Prepend Digits to Dialed Extensions overlap with an option in a call handler

    Hi,
    One customer has requested to set up a call handler in Unity Connection 8.5. The call handler should be capable of transfering calls to IP phones by dialing the last 4 digits of the IP phone's extension. The last 4 digits of the extension from all IP phones begin with 12. However, the customer is also requesting to have an option on the same call handler, so that if users would dial 1, the call is transfered to an IP phone
    As you can see, there is an overlap between the last 4 digits of all IP phone's extensions, and an option in the call handler. Therefore, if I configure both options in the same call handler, when the users would press 1, Unity Connection will immediately send the call to the extension setup for option 1, even if the user wants to dial the last 4 digits of an IP phone extension
    One possible solution would be to change the option in the call handler to transfer the call to an IP phone, to something different than 1. However, the customer wants to have this transfer to be performed when he press option 1
    Is there any other possible solution for achieving this?
    Thanks in advance

    I don't see any problem, just don't check the option to ignore additional input when configuring caller input on digit 1
    By default CUC will give you 1500 ms to dial for any other digits before trying to route the call with whatever you dialed.
    HTH
    java
    if this helps, please rate
    www.cisco.com/go/pdihelpdesk

  • Unity 7.0(2) cannot transfer from Call Handler to Non Sub Extn

    Hi,
    Got Unity 7 with Exchange onbox. Need to setup a Call Handler that will forward calls to another extensionon the CUCM that has no VM. I created 2 call handlers:
    CH1      DN:1234 (same as CUCM DN)
    Transfer incoming calls to a phone=No,send directly to Greeting
    Greeting=Send caller to Call Handler CH2
    CH2    
    Transfer incoming call to a phone=Yes. Extn 5678.
    Problem is I keep getting "Sorry Example Administrator is not available, please leave a message".
    Any ideas?
    Rich

    The call flow needs to be:
    CH1 either via a caller input or an after greeting action
    Attempt transfer to: CH2
    In CH2 under call transfer settings, yes, ring subscriber at this DN
    Your restriction tables need to allow what you're trying to dial.
    HTH
    java
    If this helps, please rate
    www.cisco.com/go/pdihelpdesk

  • Call Handler Transfer to Meet Me Conference

    I am struggling a bit with setting up a call handler in Cisco Unity 7.0.
    We have a DID direct to the Unity administrator.  They want the ability to dial the MeetMe conference numbers (799X) and dial into them from an outside line without having to call the reception and ask to be transferred. 
    I have setup a Call Handler for Ext. 7999, set the greeting to none, set the Call Transfer to release to phone at Ext. 7999 and 'Release to switch'.  I receive a message stating, "That extension can not be dialed".  What am I missing?
    Regards,
    Jason

    Are you allowing that in your restriction tables?

  • Calls not being directed tomy System Call Handler

    I built a small auto attendant for an acquisition group of users moving to our head office, there are two toll free numbers as well as 4 DIDs, the carrier began forwarding these on move day to the pilot number of my AA.
    The issue is that the toll free numbers work but the DIDs do not, they are routing to the UC default opening greeting for some reason rather than my AA call handler.
    It's as though for some reason call manager is sending something different for these DIDs as opposed to the TFs and the UC doesn't know what to do with them so it sends to the default greeting.
    Any ideas as to what may be happening would be greatly appreciated.
    Regards,
    Andrew Bardowell
    Thomson Reuters

    Not to worry everyone problem solved, apologies for this time waster.
    The DIDs were forwarded as redirecting numbers instead of sending without as with the toll free numbers even though I specifically asked the carrier to check this on cut over night.
    Consequently when the toll free numbers come in they work correctly while the DIDs do not. The TFs because the tech who worked on those programmed them to send just the called number (caller ID) and the calling number.
    The tech working the DIDs sent a redirecting number as well (the original DID) which confused Unity Connection.

  • Transfer to Call Handler

    I have setup a new Callhandler for a Department. It works fine, never an issue Now the Department wants to forward phones to this call handler when people are away from the phones.
    I cannot get it to work when you do a "CFWDALL" on the phone, you never get anything but that phones voicemail.
    If the end user call forwards their phones to 12489 (call handler) you only here there voicemail never the call tree. if the phone does not not have a voicemail box then you get "Please enter the extension . . ." it never goes to the call tree.
    Is there a way to get around this? I have tried creating new Voicemail Ports but that does not help.
    I watch RTMT and the call shows only the original phone number never the call tree number.
    I have tried creating a Translation patter 12488 and have it trnslate to 12489 but this does not work, it shows the same thing on RTMT
    How do I forward a phone call to a "Call Handler"?
    Thanks

    Rob,
    While that may work, I think that there would be an unintended side affect. To illustrate.  If you had a scenario like this:
    Phone_A calls Phone_B which forwards to Phone_C which forwards to voice mail.
    If both Phone_B and Phone_C have voice mailboxes I would suspect that the users would want CUC to send the caller (Phone_A) to the mailbox greeting for Phone_B.  If the parameter "Use Last (Rather than First) Redirecting Number" is enabled then the caller (Phone_A) would be sent to the mailbox greeting for Phone_C (rather than Phone_B).  Based on my experience, users prefer to have callers integrate to the mailbox of the original redirecting party in the majority of use case scenarios.
    Neal,
    While this setting fixes this one issue it may introduce other issues.  Certainly Hailey, Rob, Java are all capable of correcting me if I am wrong on this one.
    Assuming I am correct, then I think I would go with option 4 and then add the appropriate Forwarded Routing Rule under Call Management>Call Routing.  You will want to place the rule in front of "Attempt Forward" and modify the information element fields accordingly.
    HTH.
    Regards,
    Bill

  • How can I change the default message after System Call Handler transfer error?

    Hi,
    I'm using Unity Connection 9.1 and System Call Handlers to allow to join internal extensions (not reachable from the PSTN).
    I succeeded but I would like to change the default message played when the extension dialed is not known. I tried with Error greetings but nothing changed.
    Thanks for your help.
    Regards,
    Julien

    Just tried this on my 9.1 and 10.0(1) servers and it worked fine.
    I went to the opening greeting call handler, selected the "error" greeting, set the greeting to play my personal greeting (it defaults to the system generated greeting), recording "hey, you dialed the wrong number" and then called in and during the opening greeting I dialed "88" - I heard "hey, you dialed the wrong number" and then it repeated the opening greeting recording as it should.
    the default action after playing your custom greeting in this case is to "restart greeting" - which is why the opening greeting plays again.
    Not sure what you did in your testing with the error greeting - check to make sure you have it set to play your personal greeting instead of the default system greeting - since you can't disable the error greeting there's not a lot of other items I can think of to check.

  • Multiple Holiday Schedules on one Call Handler

    Hello, I search previously for a solution to this problem, but have been unsuccessful.  I am running Cisco Unity Connection 8.5.1.
    Current Setup:
    Company has a system call handler named "Company AA" that serves as their autoattendant for answering incoming calls.
    Company has a holiday schedule associated to "Company AA" which includes recognized holidays, and an personalized greeting recording stating they are closed for the holiday.
    What needs done:
    Company has scheduled staff meetings throughout the year.  These need to be input into the system so that on these dates/times, a different personalized greeting recording plays stating that they are closed.  This needs to be a different recording than the normal Holiday greeting (so I cant just add the dates to the already existing holiday greeting).
    Is this possible with Cisco Unity Connection?
    Thanks!
    Derek

    Hello Derek,
    It is possible, however, you will need to create a different Call Handler and Schedule per Holiday, in this example I am going to use just 3 holidays (July 4th, January 1st and December 25th. The process is kind of complex, but here we go.
    1st: Create the Call Handlers:
    Create a CallHandler for the Company AA
    Create a CallHandler for January 1st
    Create a CallHandler for July 4th
    Create a CallHandler for December 25th
    2nd: Create the Holiday Schedules
    Create a Holiday Schedule for the Company AA CallHandler and add all the holidays here (January 1st, July 4th, and December 25th).
    Create a Holiday Schedule for the January 1st CallHandler and add just the July 4th, and December 25th holidays here
    Create a Holiday Schedule for the July 4th CallHandler and add just the December 25th holiday here
    Create a Holiday Schedule for the   December 25th CallHandler and do not add any holdays
    3rd: Create the System Schedules
    Create a System Schedule for the Company AA CallHandler and associate it to the Company AA Holiday Schedule (Define your working/after hours schedule here).
    Create a System Schedule for the January 1st CallHandler and associate it to the January 1st Holiday Schedule (Make it 24/7)
    Create a System Schedule for the July 4th CallHandler  and associate it to the July 4th Holiday Schedule (Make it 24/7)
    Create a System Schedule for the December 25th CallHandler and associate it to the December 25th Holiday Schedule (Make it 24/7)
    4rd: Call Handler configuration
    Company AA
    Go to the Company AA CallHandler, and under Active Schedule select the Company AA System Schedule.
    Setup the Closed and Standard Greetings/Transfer Rules as you wish.
    Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
    Under the After Greeting section, select Call Handler >> January 1st >> Go Directly to Greetings.
    Check the Greeting Enabled with No End Date and Time option and save the configuration
    January 1st
    Go to the January 1st CallHandler, and under Active Schedule select the January 1st System Schedule.
    Go to the Standard Greeting and setup the message that you want to play during January 1st here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
    Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
    Under the After Greeting section, select Call Handler >> July 4th >> Go Directly to Greetings.
    Check the Greeting Enabled with No End Date and Time option and save the configuration
    July 4th
    Go to the July 4th CallHandler, and under Active Schedule select the July 4th System Schedule.
    Go to the Standard Greeting and setup the message that you want to play during July 4th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
    Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
    Under the After Greeting section, select Call Handler >> December 25th >> Go Directly to Greetings.
    Check the Greeting Enabled with No End Date and Time option and save the configuration
    December 25th
    Go to the December 25th CallHandler, and under Active Schedule select the December 25th System Schedule.
    Go to the Standard Greeting and setup the message that you want to play during December 25th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
    Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
    Notes:
         As mentioned above, this process is complex and the best way to achieve this will be to create an excel table with the settings of every CallHandler so you can check them before implementing this in production, please note that the last Call Handler Holiday Schedule is empty, as well as the Holiday Greeting of this CallHandler since it will only play the Standard Greeting (24/7) schedule.
         The second
         The third thing you need keep in mind is that if you need to change the working hours schedule, you will do it on the main CallHandler only (Company AA), since the other system schedules are used only for holiday and during the holiday those are set to work 24/7.
    Explanation:
         This implementation of distinctive holidays works because when the  AA CallHandler check the holiday schedule during July 4th, it will send the the call to the holiday greeting since it is marked as a holiday on its schedule, the holiday greeting of the AA will send the call to the January 1st Call Handler; then, the January 1st CallHandler will do the same, since July 4th is marked as a holiday, it will forward the call to the Holiday Greeting which will send it to another CallHandler (July 4th). When the call gets to July 4th CallHandler it checks its schedule, since no holidays are marked on this particular CallHandler for July 4th, it will check whether it should play the Standard or Closed greeting, since this schedule was setup as 24/7, it will play the Standard Greeting of the July 4th CallHandler and stop hunting.
    I hope you this helps you and feel free to shoot me with any questions you might have.
    HTH
    --espereir

  • No Call Forward to Call Handler

    Hi,
    we have cucm 8.6 and cuc 8.6
    inbound call from ITSP transferred to CUC call handler for opening greetings and by pressing '0' it transfers to operator.
    i want to configure custom busy message when operator is busy with other calls.
    i configured another call handler with number 1660 and forwarded the operator calls to the call handler if busy.
    the busy message is playing when i dialed the number 1660 from any extension, but the calls not getting transferred when the operator is busy.
    i tried with forward all calls to the callhandler and getting the message ' cannot be reachable'.
    i configured busy message on opening greeting call handler itself, in the callhandler "greetings" section's "busy" option, it didn't work as the call already got transferred to cucm.so its not coming back to callhandler if the ext is busy.
    please can anyone guide me to configure busy message for operator. 

    Hi Anas,
    i tried as you said,
    its transferring the call if extension is busy by skipping welcome greetings, it's not what i wanted.
    i need if any inbound call comes from ITSP first the welcome message with IVR plays, if the caller press '0' then only it should transfer to operator, if the operator is busy then it should play "Operators Busy" message.

  • Setting up PLAR with Cisco Unity Connection Call Handler

      This is a lab setup and Im doing it to learn.  No customer involvement.
    Setup
    Analog phones - FXS Port - 2951 Router - FXS port - FXO Port - 2951 Router - CUCM 9 - UC 9
                            |------------PSTN Emulator-------------|    |-----MGCP GW----------|
    I have a CTI Route Point configured as DN 7000 and it has the default VM profile.  The CTI RP is set to FWD All to VM. 
    The FXO port is set to PLAR to 7000.
    When I dial from the PSTN analog phones through the FXO port, I hear the first ring, the FXO port answers, then I hear what sounds like the recorded message beginning to play.  Immediately after, I hear the recorded message "You cannot be transferred to this number.  Check the number and try again."
    I dont do anything and within a second or two, I hear the recorded message for the system call handler start.
    I did some more testing.  I added an E1 trunk between the PSTN and the MGCP gateway.  In the CUCM, I created another CTI Route Point with a DN that I could dial from my PSTN cloud.  I also set that CTI Route point up to Call FWD all to VM.
    When I dial using the E1 trunk, the call hits the system call handler as expected and I hear my recorded greeting (as expected).
    However, calling through the FXS-FXO tie line consistently gets me the error message recording followed by my recorded greeting.
    Im currently using loopstart on the tie line, though I have also tried ground start with no difference.
    Any ideas?
    Jeff              

    If I understand correctly, you want outside calls to go directly to the call handler but internal calls to ring whatever phone this extension is on.
    If I am understanding correctly, then this will probably resolve it.  For the purposes of the explanation I will assume that extension 1000 is the number in question:
    Create a new partition, we'll just call it ToVM or something like that
    Create a new CTI route point with extension 1000 and put it in the ToVM partition, forward all calls for this CTI route point to voicemail
    If you don't have one already, create a calling search space for the voice gateway.  Call it Gateway-CSS.  This should have the same partitions that the gateway can normally call, but it should also have the ToVM partition and that partition should be HIGHER in the list than the partition that has the normal extension 1000 on it.
    Apply Gateway-CSS to the gateway
    Configure the normal extension 1000 (not in the ToVM partition) the way that you want it to work.
    Now when external callers dial 1000 they will go to the call handler because that partition is higher in the CSS and the CTI Route point should be hit first.  Internal callers will ring the phone (or whatever it is) because they only have access to the regular internal partition (and not ToVM) that 1000 is in.
    This is all assuming that I understand you correctly!

  • CUC7.1, call handler greeting per language

    Hi,
    I have two languages that English and French with CUC7.1, and I realized there is differnet greeting per language type. I thought both languages using same recorded greeting but just providing different language interface.
    My background is from Unity server which is required different call handler to provide two differnet language (correct me if I'm wrong). If different greeting per language selection within call handler, can I use single call handler in CUC which is different mechanism with Unity server?
    My current language selection logic from main AA is,
    -caller input 1=ch_english
    -caller input 2=ch_french
    -ch_english's language=English, following sub call hander using English interface
    -ch_french's language=French, following sub call handler using French interface
    If i'm using single call handler with recording each greeting per language (English & French), how to provide the language selection option to caller?
    (I tried to compare to UCCX which has differnet prompt file per language selection but looks CUC is different logic)
    Advise please!!!

    Hi there,
    You are on the right track here completely
    This behaviour has changed between Unity and Unity Connection. If you are
    using a "single" number to reach your AA, then the design you have is perfect.
    You have to let the Callers know what their options are, just like you have done.
    If you had separate English and French access numbers then you could use
    Routing Rules to direct the calls to the proper greeting within a shared Call
    Handler.
    Here are a couple of good references from Unity/Unity Connection design
    Engineer Lindborg;
    https://supportforums.cisco.com/message/1189445#1189445
    https://supportforums.cisco.com/message/1184534#1184534
    Cheers!
    Rob

  • Shared DN not forwarding to Call Handler

    I'm sure I'm probably over looking something simple but here is my problem.
    I have a shared DN that forwards to Unity but instead of the Call Handler greeting I am geeting the Auto Attendant.  The Call Handler is set to record a message and send it to a public distribution list.
    Anyone out that have any devine insight to my problem?

    This is a direct call on and off network to the shared DN.
    The routing rule states:
    On
    Both
    Any
    Any
    2947
    Any
    Always
    Send to greeting for NGAL J6 HELPDESK VOICEMAIL
    I do not have the extension listed in the Call Handler.

  • System-wide Call Handler

    Thanks for the help in advance.
    I'm trying to set up a message that will play when any outward--facing number is dialed, saying that our offices are closed.  This message will be used only for a couple of weeks, so I don't want to do any major rerouting.  Here's what I have tried:  In Unity, I have a Call Handler with the extension 3199 set up, as well as a Forwarded Routing Rule to route any dialed number in 6000-6999 to the Call Handler and go straight to the greeting.  The Call Handler is set with an alternate greeting that is enabled and it is set to .  I can call 3199 from my office phone and get the greeting, but I cannot get it to work when calling any number in the 6000s.  We have other Call Handlers and Forwarding Routing Rules configured for numbers in this range, so I don't want to change anything, just override it for a couple of weeks.  The FRR is set to the highest order, so that should not be an issue.
    I have looked into CTI Route Points, and that may be the solution, but I have not had much luck here, either.  We have several CTIs that are already configured, but they were created to route calls for a single extension (i.e. calling a department), not dozens of extensions to 3199.  I did create a CTI, but where I'm running into trouble is with associating DNs to it.  If I add a DN that is already associated with a phone (for instance, mine), it gives me an error about shared lines.  I don't want to change any lines, but I do need all the calls in the range 6000-6999 (or even 6500-6999) to be forwarded to 3199.  Is there an easy way to do this?  Is there a way to add dozens of active DNs to the CTI?  Or, am I doing it all wrong?  Thanks again.

    David Rojas wrote:Hello Josh,If i understand the call flow is moreless the following:PSTN-> Main Number-> Forward All -> Call Handler Alternate greeting.You have set up:Forward Routing Rule w/condition of 6000-6999 range-> Send call to: Go directly to greetings ->-Call handler w/ extension 3199 which plays Alternate Greeting.Issue: When calling number is in the 6000s range it does not match the FRR which is the first match on the list.Probing questions:1- What condition are you using: Forwarding stationg, Calling Number, Called Number? Have you changed the Field option?2- If you use a wildcard such as star (*) do you still experience the same issue?Reading the help page of the FRR:"Note that you can add multiple Calling, Dialed, Forwarding Number conditions to a single  routing rule to create more complex patterns (for example, all numbers  in the range 2000-3999 plus all numbers greater than 5000). When a call  matches all conditions for the rule, the call is routed as specified in  Send Call To. # Note     : Your integration may not support this option. "3- The rule the previous fact, have you tested with a rule that matches a single number?Regards,Dâ√!d
    I do not believe the Call Flow listed is how it is configured.  How would I look at the Call Flow to see exactly which number it is using as the Main Number.  We have a Main Number that we advertise, but I do not know if that is the number that you are referencing. 3199 is just a DN that was created and has no purpose outside of the Call Handler. It is listed as a DN in Call Manager, but there is nothing set to forward to it in Call Manager.
    To follow up on your other questions:
    I am using Dialed Number.  I have tried using Equals 6*, as well as In 6000-6999, with the same results.  It is set to Send Call To Call Handler, Go Directly to Greetings.  If I change the Forwarding Rule to match one single extension, it still does not forward and goes directly to the number I called; so, if I call 6934, it goes directly to 6934. 

  • Unity call handler problem

    Hello,
    If somebody can help me with Unity configuration, I will be appritiated.
    I`ve got a number 555 with system call handler configured on Unity and all call gets forwarded to VM. When I am calling to 555 from my phone everything works fine. But when I try to forward all calls from another extention, let`s say from 444 to 555, I am hiting default Unity greetings for the number 555 instead of system one.
    Any ideas much appritiated !
    Maxim

    Hi Maxim,
    This is the expected behavior as Unity will see the Forwarded number
    of 444 instead of 555 and doesn't know what to do with it.
    So, let's say you want to route 444 to the 555 Call Handler.
    You   could create a Voicemail Profile in CUCM called "555 Transfer  or   whatever"  which points to DN 555 (**Voicemail Box Mask = 555).
    Apply this new  profile to 444 (under DN config page VM-Profile in CUCM) and  when calls route  through 444 and forward to voicemail they will  receive the 555 Call Handler Greeting etc.
    You could also use the Forwarded Routing Rule set up in Unity to create a rule for this 444 to 555 forwarding.
    Cheers!
    Rob
    "I don't know how, I don't know when
    But you and I will meet again " 
    - Tom Petty

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