Unity 4.2.1 - Multiple AA's and Default Reversion on Mistake

dennis.griffiths · ‎09-10-2007

Folks,

We have a customer who has is running Unity 4.2(1) with many unique AA's spread into different offices across the country. Each office has it's own directory and it's own greeting. The problem is when a person either dial's an extension wrong (fat fingers it) or an extension that does not exist at that local location. The default behavior we are seeing is that the caller is reverted back to the default "cisco voice" AA in all cases. This is confusing to callers as they here "Thanks for calling xyz, dial your extension, yada yada..." and the caller makes a mistake they then here "welcome to Cisco unity, yada yada...". Is there any way to tweak this so that the if a mistake is made or an extension does not exist at that local location the caller is pushed back to the original AA greeting they first heard? Please advise.

Thanks

Dennis Griffiths.

Ginger Dillon · ‎09-10-2007

Hi -

The default "error" action you are observing is to return to the Opening greeting. To change this for one or more auto attendants you have created, you need to "enable" the Error greeting from within Unity Tools Depot - Advanced settings. The setting is under Administration - expose the error greeting for subscribers on the SA. This applies to subscribers AND call handlers. Then for your AA's, you can select the Error greeting and enable it, selecting where you want the caller routed if an error occurs.

Regards,

Ginger

dennis.griffiths · ‎09-10-2007

You folks rock! Thank you. Will this same configuration work for those folks who are put into someone's local voicemail box and need to get back to their original AA greeting?

ranpierce · ‎09-10-2007

the default greeting is the opening greeting. for each location (office) you need to make the default greeting recording the recording of that office and you will be set. Instead of system.

rlp

ranpierce · ‎09-10-2007

Ginger beat me to the punch. :-)