Help with Call Handler

Unanswered Question
Apr 12th, 2010

We have a help desk person that speaks French as a 2nd language. We are going to be notifying our Paris office that they can call a number and get a French speaking agent.

I thought maybe we could set up a call handler for this and add this DID dircetly to the French speaking agents phone.

Any help or insight as to ways to achieve this would be great!!

I have this problem too.
0 votes
  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
nixon1234 Mon, 04/12/2010 - 07:46

We are running unity 7

Yes, we are looking to record a greeting in French which they hit first, then ring the DID on that agents phone and if he does not answer let them have the ability to leave a vm or hit 1 to go to the English speaking help desk.

Thanks Rob!

rob.huffman Mon, 04/12/2010 - 08:48

Hi William,

I'm not sure if your Unity has the French language installed?? But if not;

The Language files for Unity are available for download but there are licensing

considerations here;

Adding  Languages

As for the setup, I would take the new "French DID" and move it off the users's phone. Create a new

CTI-RP with this number that forwards directly to Unity. Create the call handler using this number with

a direct transfer after the French greeting to a second number that is on the phone itself. On the user VM

use the Caller Input section to direct the caller to the English # when hitting Press1.



Please support CSC Helps Haiti

nixon1234 Mon, 04/12/2010 - 12:29

I do have a few questions that I just ran into when setting this up.

How can I record a greeting for the call handler itself?

How can I direct transfer from the Call Handler after the greeting to an actual extension? Is it the "Yes, Ring extension for" Option under the "Call Transfer" tab?

Thanks for your help!!

David Hailey Mon, 04/12/2010 - 14:17

To record a greeting for the Call Handler - You need to set up the Greetings Administrator, be an owner of the Call Handler, and then call in and record the appropriate greeting.  For CUGA, pick an extension (preferably a DID) and assign it to a CTI RP in CUCM (such as CL_Svcs-VM_RP).  Configure the DID to on the Route Point to forward all to voicemail.  On Unity, set up a forwarded greeting rule.  Enter the DID assigned to CUGA and then set the transfer option to Greetings Administrator.

Now, configure your voicemail user (user with mailbox) as an owner of the Call Handler.  (For Unity Connection, you also need the Greetings Administrator role).  Call into CUGA (the DID you set up) and enter your mailbox extension and PIN and the extension assigned to the Call Handler you want to configure the greeting for (I recommend configuring extensions directly on Call Handlers as opposed to within routing rules, but its up to you).  You'll then record the greeting following the instructions.

For transferring to an extension, you can choose the "After Greeting" option to ring a specific subscriber (and lookup the subscriber via name) or ring an extension in which you enter the extension to transfer to (if it's offnet, make sure you include your offnet prefix and that it's not blocked by restriction tables or the CSS assigned to the Unity ports).  You should do a "release to switch" for most transfers (IMO).


Please rate helpful posts!


This Discussion