Unity Call handlers

Unanswered Question

what is the best way to build a call management flow for the following. have ccm 4.2.3 and unity 4.2 with domino integration. have a department that would like to have a pilot number that users call and listen to a greeting that gives them two locations to pick from by pressing option 1 and option 2, option one transferring to a group extenions to be answered. Option 2 user hears an additional greeting then transfer to a group of extension. Also could the group of extension be replaced by a hunt group that a set of employees could log into to be able to answer calls? Thanks in advance

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Overall Rating: 4 (1 ratings)
Tommer Catlin Mon, 08/06/2007 - 07:21

External DID added to CCM as CTI Device

Forward to Voicemail

Unity picks up the DID which is a Call Handler.

"For option 1, press 2 For option 2 press 3"

Configure Caller input to route to the group extension (shared line on each phone you want to ring)

Configure call Input for option 2 for a new callhandler (create the CH first)

Then in the next CH, linked to CH #1, "for accounting group, press 1 and you will transfered to the next available agent to help you"

When the call presses 1 from CH #2, Unity will transfer the call to CallManager. You will need to setup a new pilot number or shared line for the second group to ring the phones. Shared line or hunt group or even Group Pickup.


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