Unity Auto Attendant

Answered Question
Aug 25th, 2009

Hi there.

have a little issue here.. i need to configure Auto Attendant in unity Version 2.0.1.2000-337. when you call AA first standard Opening Greeting plays, and if you don't take any action greeting transfers you to Operator. there is a slight delay between played sound and transferring action. i need this delay to be more than standard. who can i change this time between greeting and transferring call to the operator?

and secon quest.

how can i make this: when somebody calls from outside how i can send call directly to the unity? i mean my companies outside number is xxx yyyy, and when i call from outside this number i need call to be transferred to Auto Attendant

phuuu..im done..

thanks for your soon reply fellow!

I have this problem too.
0 votes
Correct Answer by Brandon Buffin about 7 years 4 months ago

1. Create a new CTI route point in CCM (Device > CTI Route Point).

2. Give the route point a DN and in DN configuration, give the DN a voicemail profile and check the box to Forward All to Voicemail.

3. In Unity, under Call Management > Call Handlers, find the call handler. On the Profile page, assign the call handler an Extension (same as the DN created above).

You should now be able to dial the DN and hear the greeting for the call handler.

Hope this helps.

Brandon

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Brandon Buffin Tue, 08/25/2009 - 04:26

Regarding the delay before transfer, you could add a few seconds of silence to the end of the greeting for the Opening Greeting call handler.

Is your Unity integrated with Callmanager? If so, to have your main number ring to the Unity auto attendant, create a translation pattern and set the Called Party Transform Mask to the DN associated with the auto attendant.

Hope this helps.

Brandon

nafrasiyabov Tue, 08/25/2009 - 22:29

thanks for answer. but here is another one: how i can associate DN with Auto Attendant?

Brandon Buffin Wed, 08/26/2009 - 04:23

Give the call handler an extension in Unity. In Callmanager, create a CTI route point with this extension and call forward all to voicemail. Since you mentioned calling the AA in your original post, it sounds like you already have this in place.

Brandon

AJAZ NAWAZ Tue, 09/22/2009 - 08:12

"Give the call handler an extension in Unity. In Callmanager, create a CTI route point with this extension and call forward all to voicemail. Since you mentioned calling the AA in your original post, it sounds like you already have this in place."

Would you care to expand somewhat further on this point please?

I have a scenario where an mgcp gateway is deployed and the reception number is 7600. The requirement is that when anyone (internal/external), dials this DN then the call is routed to Unity. So what must be done in terms of configuration tasks on CCM and Unity?, and is one method of doing this recommended over another?

tia

Ajaz

Correct Answer
Brandon Buffin Tue, 09/22/2009 - 09:13

1. Create a new CTI route point in CCM (Device > CTI Route Point).

2. Give the route point a DN and in DN configuration, give the DN a voicemail profile and check the box to Forward All to Voicemail.

3. In Unity, under Call Management > Call Handlers, find the call handler. On the Profile page, assign the call handler an Extension (same as the DN created above).

You should now be able to dial the DN and hear the greeting for the call handler.

Hope this helps.

Brandon

AJAZ NAWAZ Tue, 09/22/2009 - 09:55

"3. In Unity, under Call Management > Call Handlers, find the call handler. On the Profile page, assign the call handler an Extension (same as the DN created above). "

Find the call handler...?

do you not mean 'Add a call handler?

Have another qtn while I'm here. Instead of configuring a CTI RP, why can't I just configure dn 7600 and apply CFA to Unity. Then in unity setup the handler and it's associated actions?

really appreciate the quick response.

Ajaz

Brandon Buffin Tue, 09/22/2009 - 10:44

Yes, correct, Add a call handler.

You will need something to configure the DN on. You could create a dummy phone, but in general I think using a CTI route point is a cleaner solution.

Brandon

AJAZ NAWAZ Thu, 09/24/2009 - 01:20

Brandon,

I agree with you that CTI RP is way to go with this, however, are there any obvious limitations or drawbacks for going down the dummy DN route..?

best regards

Ajaz

ragulan_dms Fri, 10/16/2009 - 11:39

Hi

I just want to know how do we configure the call handler on the Unity in order to receive the user input of extension and route it to the dialed extension while user listening the AA greeting ?

Is there any limitation on Unity 7 that extension should be a subscriber of the Unity or can we route to any extension when your calling from outside ?

Thanks

wanes.italtel Wed, 10/21/2009 - 11:43

I Created a call handler and assinged an extension. But when the caller instead hear my recorded greeting, it's hear the openning greeting.

What can i do for the caller hear the greeting that i recorded in call handler basics page ?

Brandon Buffin Wed, 10/21/2009 - 11:46

Make the DN of your CTI route point that routes the call to Unity match the DN assigned to the call handler or create a routing rule in Unity to route the call to the proper call handler.

Hope this helps.

Brandon

Brandon Buffin Fri, 10/23/2009 - 06:25

In Callmanager, go to Device > CTI Route Point. Find the the route point configured to point to Unity for this call handler. In the DN settings for the route point, change the DN to match the DN assigned to the call handler.

Hope this helps.

Brandon

wanes.italtel Mon, 10/26/2009 - 06:56

1) Created a dummy phone

2) I created a new CTI route point with a DN configured,

3) Voicemail profile and check the box to Forward All to Voicemail

4)Aassign the call handler an Extension (same as the DN created above)

But, i dial the DN and i don't hear the greeting for the call handler.

Bradford Magnani Mon, 10/26/2009 - 07:02

Wanes,

Well, what DO you hear?

Open up the Port Status Monitor tool from the Tools Depot under Integration Tool and go to Settings>Real Time View. Then make the call again and you'll see exactly where the call is going and what call handler/user you're hitting.

If you're running Unity Connection, you will need to download the Port Status Monitor tool from ciscounitytools.com onto a client and run it that way.

Brad

wanes.italtel Mon, 10/26/2009 - 11:00

I'm monitoring the call go to correct call handler and after to openning greering instead go to of my recorded greeting in call handler.

wanes.italtel Mon, 10/26/2009 - 11:33

In version Cisco Unity Connection 2.1.2.1000-380 have not "call transfer" settings, but "Transfer Option" settings where in parameter "Transfer Calls To:", both options "Greeting" or "Extension" set, the call go to openning greeting after correct call handler. Instead go to of my recorded greeting in call handler.

lindborg Wed, 10/28/2009 - 13:10

I'm a bit confused about what's actually happening on your system - you may need to open a case with TAC so they can get into your system and look at your configuration, this should be very simple.

In response to the port status monitor view request you say "I'm monitoring the call go to correct call handler and after to openning greering instead go to of my recorded greeting in call handler."

What? I don't understand what you're saying here.

Where is the call going? To the opening greeting? That's wrong. Is it going to the call handler you created with the extension but playing the wrong greeting?

If it's going to the opening greeting call handler, is Unity getting the correct forwarding number? If not you have a switch configuration issues - definitely talk to TAC about that.

If the call is going to the correct call handler but playing the wrong greeting then make sure you set the alternate greeting as active and recorded to make sure you're not getting burned by a schedule issue or the busy greeting playing or whatever.

The transfer settings on the call handler wont matter - the first handler Unity passes the call to via the routing rules skips transfer rules anyway to avoid "loops", so that doesn't come into play here.

wanes.italtel Wed, 10/28/2009 - 13:07

In version Cisco Unity Connection 2.1.2.1000-380 have not "call transfer" settings, but "Transfer Option" settings where in parameter "Transfer Calls To:", both options "Greeting" or "Extension" set, the call go to openning greeting after correct call handler. Instead go to of my recorded greeting in call handler.

david.vanherck Thu, 10/29/2009 - 09:28

Hi,

If you are in Unity Connection, can you play your greeting via computer or phone? Because I had it today that I imported a WAV-file, but couldn't play it (importing works fine!). After saving it as ulaw/8kHz/8bit WAV-file, I was able to play to my computer and if I dialed the DN, my call handler was playing the WAV-file :-)

Hope this helps!

Greets,

David

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