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Multiple Auto Attendants in a Single Script File

Problem

Every CUE system has a limit on the number of scripts and the number of triggers (call-in numbers) that can be loaded on a single system. Furthermore, the numbers that are configured for the triggers (which match the called numbers of the incoming call to CUE) cannot be wildcards.

Solution

GetCallContactInfo.jpg

To overcome these limitations, it is often necessary to combine auto attendant scripts into one and--within a single script file--decide how to handle a particular call.

The CUE custom Script Editor supports a step called Get Call Contact Info. This step reads the call information into variables. Using this, the calling / called / redirected numbers can be populated into variables. Once there, an If step (or Switch step) can be used to handle the call appropriately.


Since the number configured on the trigger does not support wildcard characters and this number must match the called number, we need to have another way to avoid running out of triggers. To do this, the call must arrive at a single trigger number which launches our combined AA script. In this call, the redirected number should be set so as to allow us to distinguish how the call is to be handled (by looking at this information with the "Get Call Contact Info" step).

Note: Since we are using the redirected number field of the call, care must be taken to ensure that no situation exists where this information already exists on the call and needs to be preserved (to route to the proper voicemail box, for example).

Example

Let's assume we would like a different prompt to be played in the CUE auto attendant for all calls to the numbers 1000 through 1009. In the CallManager Express case, we would configure an ephone-dn to match this range:

ephone-dn  10
 number 100.
 call-forward all 8100
!

Notice that call-forward all is set to 8100. This number will require a SIP dial-peer that--like CUE voicemail or any other auto attendant--points to CUE's IP address.

For the Cisco Unified Communication Manager (CUCM), a CTI port or similar could be configured. In that case as well, the important part is to have the call-forward-all setting set to another number that is a Route Point associated with the CUE user (just as the 8100 does in the sample above).

On the CUE side, a trigger/call-in number must be configured for 8100 for our application that has the custom script associated with it, such as what is shown below.

ccn trigger sip phonenumber 8100
 application "customAA"
 enabled
 maxsessions 8
 end trigger

and the associated application

ccn application customAA aa
 description "customAA"
 enabled
 maxsessions 8
 script "customAA.aef"
 parameter "sched" "allopen"
 parameter "openprompt" "AABusinessOpen.wav"
 parameter "closedprompt" "AAWelcome.wav"
 end application

The "customAA.aef" script referenced here, can then use the "Get Call Contact Info" step and then handle the call appropriately, depending on whether the value is "1000", "1001", etc.

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