Auto Attendant Using Unity Connection

Answered Question

Hi,

We need to configure an Auto Attendant using Unity Connection doing the following :

- If the caller enters XXXX#, the call is transferred to extension XXXX.

- If the caller enters 0, the call is transferred to the Operator.

First, we need to ask if it possible to have an Auto Attendant using Unity Connection offering these 2 options.

If it's possible, how to make it?

Thanks for your help.

Correct Answer by William Bell about 6 years 11 months ago

Edit>Greetings


Select Standard greeting (typical, but other greetings can be used too if you are playing with schedules)


Under the "During Greeting" section


1. Ensure that the box that says "Ignore Caller Input" is unchecked

2. Check the box that says "Allow Transfers to Numbers Not Associated with Users or Call Handlers"


Note, you must ensure that your transfer restrictions (System Settings>Restriction Tables) are setup to allow (and more importantly restrict) directory numbers that callers can transfer to. The thing to be aware of is that you want to avoid exposing yourself to toll fraud, so make sure your restrictions are setup to allow callers to only reach what you want them to.



HTH.


Regards,

Bill

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William Bell Mon, 05/03/2010 - 09:33
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Yes, it is possible. Though I don't think you will need the "#". Basic idea:


1. Create a call handler

2. Give your call handler an extension

3. For the operator option, go to "Edit>Caller Input" and map "0" to the operator call handler OR map it to the appropriate VM subscriber. Use the directive of "transfer to..." as opposed to "send to greeting..."

4. In Edit>Greetings, if you want to allow users to transfer to extensions not associated with VM subscribers then go ahead and check the appropriate box

5. Save

6. Edit the "operator" call handler (built by default) to use an extension that fits your dial plan (again, you can map "0" to any existing VM subscriber - see above)

7. In CUCM (or PBX), configure a DN for auto-attendant that redirects to Unity Connection. For CUCM, I like to configure a dummy CTI Route Point for this purpose and configure the route point to call forward all to the voicemail profile. If your AA's call handler extension is set correctly it should integrate without further edits. Another option is to modify call routing rules on the Unity Connection system. Not necessary though.


You could also use a Directory Handler which will allow callers to look up users by name. Depending on the amount of memory you have loaded, you may even make this a speech enabled option.


Take a look at the standard/default "Opening Greeting" call handler to see how the operator option and user extension dialing is handled.


HTH.


Regards,

Bill

Correct Answer
William Bell Mon, 05/03/2010 - 09:46
User Badges:
  • Purple, 4500 points or more

Edit>Greetings


Select Standard greeting (typical, but other greetings can be used too if you are playing with schedules)


Under the "During Greeting" section


1. Ensure that the box that says "Ignore Caller Input" is unchecked

2. Check the box that says "Allow Transfers to Numbers Not Associated with Users or Call Handlers"


Note, you must ensure that your transfer restrictions (System Settings>Restriction Tables) are setup to allow (and more importantly restrict) directory numbers that callers can transfer to. The thing to be aware of is that you want to avoid exposing yourself to toll fraud, so make sure your restrictions are setup to allow callers to only reach what you want them to.



HTH.


Regards,

Bill

Please remember to rate helpful posts.

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