New Office opening.

Answered Question
Sep 3rd, 2010
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Hi,


I am a new office setup and the office is closed for lunch. When the customer rings in during office hours, the talk to the agents. During lunch time and out of hours they hear a closed for lunch message and a closed, please ring back during opening hours  when we are closed.


I have created a Directory number 65704 in three partitions, open, lunch and closed. The open hours is working fine.


When the customer ring during lunch, the call is send to 65797 and this points to a CTI Route Point which forwards the caller to voicemail. During closed hours, the caller is sent to 65798 and this call is also forwarded to VM. However during my test I get the voicemail lady "Hello welcome to Cisco Unity voicemail .......


I have setup two call handlers with the extension associated with it and the messages pasted into the Profile and Greetings part of the Call Handlers to try and get the message to be played for the customer.


We have CM 7.1 and Unity 4.0 (5)


Any ideas anyone.


Thanks

Anthony.

Correct Answer by William Bell about 6 years 10 months ago

Have you considered using Schedules in Unity?


Let's say that 6-5797 is a Call Handler: Main65797. Assume Main65797 has

a schedule assigned like so:


00:00 - 08:00: Closed

08:00 - 11:59: Open

12:00 - 13:00: Closed

13:01 - 16:59: Open

17:00 - 23:50: Closed


Then, leverage Greeting rules to have the Open greeting do whatever you want

it to do when you are open and then have the Closed greeting send the call

to another Call Handler: Closed65797.


For the Closed65797 call handler assigned a new schedule:


00:00 - 08:00: Closed

08:00 - 11:59: Closed

12:00 - 13:00: Open

13:01 - 16:59: Closed

17:00 - 23:50: Closed


The idea is that the "open" greeting for Closed65797 would be your lunch

greeting and the "closed" greeting would be your after hours greeting. It

is assumed that Closed65797 would only be accessed via Main65797. Since

the schedule is binary (well, sort of) then cascading call handlers would be

one option.


Now, in regards to your setup. I assume you are using ToD rules in your

CUCM configuration. This is indeed a viable option. When you say the

"caller is sent to 65798", how is that accomplished? Translation pattern?


What is 65798? A dummy device? CTI RP?


I would think that your After Hours PT would hold a translation pattern

65797 which then sends the call to 65798. The 65798 could be a CTI RP which

is configured to CFA to VM. Then the call handler would have the 65798

extension (pay attention to your VM profile in CUCM). This should work.


If you think that CUCM is configured correctly then I would look at CM

traces or port monitor or Call Viewer on the Unity system.


HTH>


Regards,

Bill





On 9/3/10 10:37 AM, "oreillyan77"

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Correct Answer
William Bell Fri, 09/03/2010 - 07:58
User Badges:
  • Purple, 4500 points or more

Have you considered using Schedules in Unity?


Let's say that 6-5797 is a Call Handler: Main65797. Assume Main65797 has

a schedule assigned like so:


00:00 - 08:00: Closed

08:00 - 11:59: Open

12:00 - 13:00: Closed

13:01 - 16:59: Open

17:00 - 23:50: Closed


Then, leverage Greeting rules to have the Open greeting do whatever you want

it to do when you are open and then have the Closed greeting send the call

to another Call Handler: Closed65797.


For the Closed65797 call handler assigned a new schedule:


00:00 - 08:00: Closed

08:00 - 11:59: Closed

12:00 - 13:00: Open

13:01 - 16:59: Closed

17:00 - 23:50: Closed


The idea is that the "open" greeting for Closed65797 would be your lunch

greeting and the "closed" greeting would be your after hours greeting. It

is assumed that Closed65797 would only be accessed via Main65797. Since

the schedule is binary (well, sort of) then cascading call handlers would be

one option.


Now, in regards to your setup. I assume you are using ToD rules in your

CUCM configuration. This is indeed a viable option. When you say the

"caller is sent to 65798", how is that accomplished? Translation pattern?


What is 65798? A dummy device? CTI RP?


I would think that your After Hours PT would hold a translation pattern

65797 which then sends the call to 65798. The 65798 could be a CTI RP which

is configured to CFA to VM. Then the call handler would have the 65798

extension (pay attention to your VM profile in CUCM). This should work.


If you think that CUCM is configured correctly then I would look at CM

traces or port monitor or Call Viewer on the Unity system.


HTH>


Regards,

Bill





On 9/3/10 10:37 AM, "oreillyan77"

Anthony O'Reilly Mon, 09/06/2010 - 01:07
User Badges:

Hi,


I have setup 6 Times Periods



Time PeriodTime SchedulePartitionCSSDN
New Office AMNew Office OpenNO_OpenInternal65704
New Office PMNew Office OpenNO_OpenInternal65704
New Office Lunch TimeNew Office LunchNO_LunchInternal65704
New Office Out Of Hours AMNew Office ClosedNO_ClosedInternal65704
New Office Out Of Hours PMNew Office ClosedNO_ClosedInternal65704
New Office WeekendNew Office ClosedNO_ClosedInternal65704


I have created three lines on a Virtual phone:


65704 in Partition NewOfficeOpen

65704 in Partition NewOfficeLunch

65704 in Partition NewOfficeClosed.


The 65704 calls in Office Open are set to forward all to 65700 which is a hunt group and this is working.

The 65704 calls in Office Closed are set to forward all to 65798 which is a CTI Route Point and this forwards all calls to voicemail.

The 65704 calls in Office Lunch are set to forward all to 65797 which is a CTI Route Point and this forwards all calls to voicemail.

During office closed and lunch hours, I get the American Cisco Lady.


I have two call handlers setup in Unity called NewOffice lunch and closed and these have the messages insert in them and associated the 65797and 65798 number with them.


The caller comes into a PRA on a 2811 router with a translation rule

voice translation-rule 1
  rule 1 /..../ /65704/


To me it looks like Unity is not recognising the 65797 and 65798 number coming into them.


I have selected any profiles for Unity in the DN on the lines in the Virtual phones.


Any ideas.


Thanks

Anthony.

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