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New Member

Changing Auto Attendant Announcements

HI,

I am running UCM 6.0 - how do I change the existing announcements (sorry if this is a dumb question I have "inherited teh system with absolutely no documentation).

Regards,

2 REPLIES

Re: Changing Auto Attendant Announcements

The only announcements that CUCM hosts are those used by the annunciator

service. These are not modifiable in CUCM 6x.

However, since you are referring to an "automated attendant" (AA) I suspect

that you may be referring to either a Unity, Unity Connection, or Unified

Contact Center Express system. These are separate hosts that perform the

functionality you describe. Unity Connection can also run co-resident with

CUCM if you are using CUCM Business Edition.

First, we should find out what is hosting your AA. To do this, identify the

phone number you call to reach the AA. Then search for this number in the

CUCM. Go to Call Routing-->Route Plan Report. Search for the number.

You will see a "Type" column in the output as well as a "Route Detail"

column.

At this point there are plenty of variations. If you find that the number

is a translation pattern then you will need to go to the translation pattern

and find out what the number is translated to. Then go back to the Route

Plan Report and search for the translated number.

Another variation someone could have is a dummy IP phone that is configured

to Call Forward All (CFA) to another number. Find the CFA destination, go

back to Route Plan Report.

If the Route Plan Report results shows a Hunt Pilot, then it is a good

probability we are dealing with Unity or Unity Connection. If you find a

CTI Route Point then there is a good chance you have UCCX in play. However,

a CTI Route Point can also be configured to CFA to another destination. So,

to be sure you would need to check to see if the CTI Route Point is

registered or not. If it is registered, then it is likely UCCX.

OK. After some labor, we are hopefully to the point where you have

identified a registered CTI route point or a Hunt Pilot. If Hunt Pilot,

then you will see a list of line group members in the Route Detail (from

Route Plan Report). Target one of the line group members (you can click on

the Route Detail icons) and find out an IP address for the application that

is controlling the line group member. In either case, you have an IP

address. Connect to the IP address and find out what application and

version you are dealing with.

How you proceed depends on the answer to the above question.

Unity Connection prompt management (applies to CUCM-BE as well):

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/administration/g

uide/7xcucsag150.html

UCCX prompt management:

http://www.cisco.com/en/US/docs/voice_ip_comm/cust_contact/contact_center/cr

s/express_7_0/configuration/guide/uccx70ag.pdf

Go to page 249 "Managing Prompts, Grammars, Documents, and Custom Files"

NOTE: Given you have no documentation, there is always a possibility that

you are using a different application than the ones I list above.

HTH.

Regards,

Bill

Please remember to rate helpful posts.

HTH -Bill (b) http://ucguerrilla.com (t) @ucguerrilla

Please remember to rate helpful responses and identify

New Member

Re: Changing Auto Attendant Announcements

Hi Bill,

Many thanks for a fully detailed and considered reply - how do I rate it (I wish to rate it highly!!).

Regards,

Armand

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