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Call Handler question - Unity 4.0(3)

First, the tools I have at my disposal: CallManager 3.3(3)sr4a and Unity VM 4.0(3). Staff are not willing to use attendant console.

What I need:

Small office (<10 employees) with receptionist. Call hits main number (receptionist). Call goes unanswered because receptionist is on phone/away. Call should then forward to backup's phone. If that phone is busy/unanswered, call should go to main # mailbox.

My initial stab used CallManager pilot point/hunt group, which had problems because the receptionist has a line shared.

The second try uses Unity for routing, forwarding busy/NA calls to a handler which performs supervised transfer to the backup. If the backup is busy/NA, the call goes to the main # mailbox.

In the second scenario, the call flow works properly, but in the case where the backup does not answer, the caller hears the "Sorry, the extension you requested is not available right now..." prompting before going to the VM box, which will likely confuse callers.

Is there another way to accomplish this, or can I set this up such that the transfer announcements are not played?

Thanks!

Dave Wolgast

HealthNow New York Inc.

1 REPLY
Cisco Employee

Re: Call Handler question - Unity 4.0(3)

That prompt will play if you have "system" setup as the greeting for a call handler or subscriber (this is the default) - it'll use the voice name if one is recorded or the extension number if not or, as a last resort, "the person you are trying to reach".

You can select to record a custom greeting or, if you'd like nothing to play, you can select "blank" on the greeting page.

I'd reccoemend making the alternate greeting active so you know which one is fielding calls (the alternate over rides all other greetings for the handler/subscriber) - if you set it to blank then the after greeting action will be executed immedately without playing anything...

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