Unityconnection2.x transfer to department

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Jul 25th, 2008
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In unityconnection2.1, how to dial an AA number, and then press 1 or 2 for reach different department, such as press 1 for Finance and press 2 for IT.



I have setup 2 hunt pilot, 1111 for Finance and 1112 for IT ,and both involve some agents.

I also have setup a cti port with number 1000 as auto attendant, and call forward all to VM. I tried to edit key 1 and key 2 in 'Caller Input', but I don't know how to transfer a extension number, I remember extension number can be input here in Unity5.x.


And,I also want to leave message to a individual number 1113 when no agents are available (or all agents are busy or no answered) in the hunt group.

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Overall Rating: 4.9 (12 ratings)
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Ayodeji Okanlawon Fri, 07/25/2008 - 08:11
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Hi,


You will need to use call handlers here for this


You will create a call handler, and record the prompts for the call handler as you want the calls directed.


Attached is short documentation I wrote to achieve thisin Unity. It is the same procedure in Unity connection. the menus are just different. Follow it and you will be good.


Pls rate useful posts

zhangjianping Sat, 07/26/2008 - 05:51
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aokanlawon, I really don't know how to thank you any more, since I only can give me highest grade.I'll try to do it with your procedure.


I have another question need your kind help.

I have setup a cti port 1000 as AA, and call forward all to VM. And also setup a hunt pilot number 4000 for VM hung group. When I dial 1000 I can get the prompt I recored before(it's welcome to ABC company, press 1 for IT , press 2 for finance, or 0 for operator). But coming a problem, I want to go to VM by other IP phone, but whenever I dial 4000, I just can listen the welcome prompt, I don't know how to login my VM with my ID and passwd.


Pls give me some advice.Many Thanks


Ayodeji Okanlawon Sat, 07/26/2008 - 14:19
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Zhang,


I am happy I can help! However the higest point you can give is 5 point not 4! Take note :)


For you voicemail to work, you need to configure unity pilot number also. The directory number must be the same as the hunt pilot for voice mail which here is 4000.


You then need to create a Voice mail profile, put the Unity pilot in the pilot number, then assign your users directory numbers to the profile.


Create users in Unity and then press message button.


HTH

zhangjianping Sun, 07/27/2008 - 01:25
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It's great and almost successful.


About caller system transfer , I use default transfer table which alllows internal call, and i also relate it with Class of Service and Users , but unfortunately, when I call an internal call, I'm informed 'you can not transfere to this number'.


What's the matter need your help more?

Ayodeji Okanlawon Sun, 07/27/2008 - 03:04
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I dont understand you. Are you trying to dial outside numbers from unity, or xfering a call in callmanager..


explain more

zhangjianping Sun, 07/27/2008 - 03:55
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I just want to xfer a number in CCM.

It's press 1 for IT , press 2 for Finance, press 3 for dialling extension number.

I want to try 'caller system transfer' feature in Unity, So in 'Caller Input' menu I use 'caller system transfer' to relate with 3.

I have configured the Class of Service and Restriction to allow "*", but still failed to get through the extension after I dialed the extension number in ccm. It prompts I have right to do it.


BTW, I have to change some system default voice prompt, such as 'wait, i will transfer your call?' , would u pls tell me where they are located?

Ayodeji Okanlawon Sun, 07/27/2008 - 04:17
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Ok, to use Unity/Unity Connection to dial an external number, you have to create dial rules.


Attached is a document that explains how to create xfer rules in unity..You can use this for Unity ocnnection too


NB: Just use the section that applies to what you want to do.


ALso make sure that the CSS on unity ports has access to the partition of the route pattern you use to dial out



zhangjianping Sun, 07/27/2008 - 07:08
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Thanks a million, sir.


I guess you should have sum up many many experience and reference, and it's very very useful for me. Would u pls share me any more?

Ayodeji Okanlawon Sun, 07/27/2008 - 07:11
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Well,


Depends on what you want. I certainly am more than willing to share

zhangjianping Mon, 07/28/2008 - 00:46
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Any reference for CCM, Unity, CME and Voice Gateway will be expected.


Sir, I'm wondering whether VoiceGateway can connect with Unity in SRST mode? If not, how user can reach AA (CTI port)? Can Hunt group/ Hunt Pilot be supported in SRST mode?


Your any reference document and comment will be appreciated!!!


Ayodeji Okanlawon Mon, 07/28/2008 - 01:07
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Hi,


Yes your users can connect with Unity during srst.


Here is an excellent document, that helps you with configuring voice mail access during srst.


The last 3 pages 10-13, details this



Attachment: 
zhangjianping Mon, 07/28/2008 - 18:05
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Thanks Sir.


I'm wondering if SRST Route and connect Unity, when CCM crashes.


It seems in your document that it's the scene of WAN link down,not CCM down.

If ccm crashed, how to get the connection to Unity ?


Ayodeji Okanlawon Mon, 07/28/2008 - 22:43
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Hi,


When the WAN is down, its the same as when ccm crashes. SRST will kick in and then you can use the config in the document.


You can try a few things if you have the chance. Go to your CCM services. STOP CCM service (on all you ccm servers). See what happens to the IP Phones. If you have an srst refrence in the phones device pool, the phones will fallback to srst.


So the same thing happens wehn wan is down and callmanager crashes..


Hope you understand

zhangjianping Tue, 07/29/2008 - 06:45
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Yes, I unstand your meaning. And I have succeeded in fallback SRST mode when WAN down or CCM crash.

Now I'll following your reference to continue to test connection between UnityConnection and SRST route when ccm crashes.May be need your more help.


BTW, sir, would u pls inform me how to login linux system in CCM5.x/6.x?


Thanks

Ayodeji Okanlawon Tue, 07/29/2008 - 06:59
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To Login to the CLI of CCM5/6..


You will need a terminal client. eg Tera term, SecureCrt, putty or any other application that can do SSH.


If you are using Teraterm, just open the application, type in the callmanager Ip address, click the SSH radio button and connect..It will prompt you for username and password..enter and then you are in to the CLI...

zhangjianping Tue, 07/29/2008 - 18:24
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Thanks sir. I'm sorry my poor description made you mis-understand. I mean I want to login Linux environment to change some system file. It's ok now, I have made it through RESCUE.


About SRST route with Unity, after re-read the cisco ducument, i still have a little confusion.

It is, if CCM down, how to reach Unity, you know the extension of unity is located in CCM,such as , 1000 is a CTI port in ccm as AA, and also 1000 is configured with a Call Handel--Company Opening Greeting, when user dial 1000 he will get the voice prompt---'Thanks for calling XXX company, press 0 for operator , press 2 to dial Ext. number'.

So my question is , when ccm crashes , then the AA (CTI port 1000) is not available, SO how user can reach the Company Opening Greeting??

Ayodeji Okanlawon Tue, 07/29/2008 - 22:36
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What excatly do you wsnt to change in the Linux system...This is not advisable especially if this is a production enviroment.


If this is a lab environment..what do oyu want to do?


If CCM crashes completely, then UNITY will not work. So there is no point trying to connct to unity when callmanager crashes.


What you can do in srst is to use AA-TCL scripts to provide the AA function for users in SRST..

zhangjianping Wed, 07/30/2008 - 00:09
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Thanks Sir.

I just want to change MAC in linux platform.And I have succeed in it,though I don't know what'll happen in the future....


About AA-TCL, I'll study it and have a test recentlly, also appreciate your reference bible stuff. :-)


BTW, Sir, are you familiar with Unity Connection? It seems that the voice greeting can only be recorded and not be saved as a file, is it ? So i have to configure and record voice greeting for every agent, though I DO know this job can be done by agents themself.

So is callhandler.

Ayodeji Okanlawon Wed, 07/30/2008 - 00:31
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Yes, you have to record them.

zhangjianping Wed, 07/30/2008 - 02:17
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So did u mean I have to record every greeting for every agent one by one, even if they are designed to use the some greeting?


How about this wat, using UnityConnection BAT with a user template which includs the new greeting?

It seems that that the UnityConnection's user template doesn't include the greeting. Is it?


I have no idea whether you fell boring with my other questions. If u do, tell me, and I will submit another topic. Thanks whatever

Ayodeji Okanlawon Wed, 07/30/2008 - 02:42
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Zhang I dont understand what you m ean by recording greeting by for each agent.


I thought you have a main greeting for people calling into your company, saying welcome to ....for this press 1 and for that press 2...


This is your main greeting which you have recorded for your call handlers.


If you want to have another call handler with a seprate greeting then you will record the greeting informing users of what button to press to get what they want...


No, I am not bored. I am happy to help

zhangjianping Wed, 07/30/2008 - 03:33
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Thanks Sir.

I re-description as follows,

It's none of the business of CallHandler here.When some agents are busy or not avaliable , I hope caller can get this gretting 'Press 1 to leave message , press 2 to transfer to other agent' (when press 2 , the call will be tranfer to a hunt pilot number)

So I have to change the greeting for all agents to this announcement. I don't want to recording the greeting for each agent one by one, I hope do it only once, others can be done with BAT or other way, or I can export the new voice file and then import to others.

Ayodeji Okanlawon Wed, 07/30/2008 - 04:34
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I am sure you cant use BAT to record greetings.


You will have to record the greetings manually. I have never seen where BAT is used for this

zhangjianping Mon, 08/04/2008 - 22:06
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Thanks Sir. I have another 3 question about Caller System Transfer and User System Transfer in Unity COnnection need your kindly help.


I encoutered some trouble when testing User System Transfer in Unity Connection.

I have configured a restriction which deny 90 and permit *. And assign this restriction to COS-Deby90, also assign this COS to user-TOM.

But it seems it can't match my requirement.

I setup a Openning Greeting with input 9 to Caller System Transfer.

Now when user get through to this CH and press 9, and input TOM's user-id and passwd, he still can call 90xxxxxx.

What's wrong?


Another question pertaining to this, the transfered cal almost need to waiting much more time to be transfered, because the symbol '#' in unity connection just means the end the command rather than the end of the number, SO how can I transfer the call as soon as possible in UnityConnection.


Another question about Caller System Testing.

In openning greeting , i configured input 9 for Caller System Transfer. But when user input 9 and input the called number, the prompts 'not be transfered to this number' was received. And not only to call PSTN number and also to call the extension in CCM (also in UnityConnection) , I'm sure both the css and PT are OK. What's wrong?



huydien3384 Sun, 09/14/2008 - 06:28
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Another question about Caller System Testing.

In openning greeting , i configured input 9 for Caller System Transfer. But when user input 9 and input the called number, the prompts 'not be transfered to this number' was received. And not only to call PSTN number and also to call the extension in CCM (also in UnityConnection) , I'm sure both the css and PT are OK. What's wrong?


Hi Zhang, I stuck with the same problem. Did you fixed it yet? Plz tell me.


I also want to transfer directly without press "9" and then enter an extension number.


Thank you!

zhangjianping Fri, 08/01/2008 - 20:14
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Sir, 3 questions need your kind help.


1st, I want the caller can press 2 to transfer a E.164 number when get the Unity greeting. I do it through unity CallHandlers with a extension of E164 number, such as 9100672232198765, and the caller can get through to this destination. But need to wait much time, I tried to add # at the end of 9100672232198765,but Unity refused to do it. Then ,in CCM,I setup a route parton '9100672232198765' with urgent priority, I expect this can make the call immediately. Whereas, this still need much more time to get through when caller press 2 through Unity? Give me some advice, Pls


2nd, In CCM or MGCP Gateway or LAN switch or WAN route, How to config voip security within LAN and across WAN? Pls kindly sharevme some template. e.g how to config SRTP and others


3 In SRST mode, I hope to add a PSTN access code(9) in the front of the ANI when inbound call, this can make agent dial back call easily.

Here is my configuration , but seems not work, the inbound call stil with the original number without 9 in the front.


voice translation-rule 1

rule 1 /\(.*\)/ /9\1/

dial-peer voice 100 pots

translation-profile incoming 1

destination-pattern 9T

incoming called-number .

direct-inward-dial

port 0/0/0:15

call-manager-fallback

...


Need your help. THanks in advance

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