Cisco Support Community
cancel
Showing results for 
Search instead for 
Did you mean: 
Announcements

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Transferring Calls to Prompt Recording Application

Hello All,

First, so we have what we call our "Employee Access Line" which gives the ability to our employees to be able to call an internal extension from outside the building by calling into a DID number. This Emp Access Line has a System Call Handler in Unity, and a DN (*1898 in DID) and a CTI Route Point in CUCM.

Secondly, we have what is called the "Prompt Recording Application". This has a Directory Number (*1610 in internal) and a CTI Route Point. That DN is also associated to a System Call Handler in Unity as well, but I'm not too clear on why that has a System Call Handler anyway... When you call this extension you are taken to a Call Script in UCCX for changing Prompt messages for UCCX CSQs.

But, what I was trying to do was to allow someone to call into this Employee Access Line from outside the building and be able to dial the 1610 extension to reach the Prompt Recording Application to change prompts and the like... I had opened a TAC Case with the CUCM team, and we were able to finagle the Emp Access Line to automatically forward a call to this Prompt Recording Application. But the problem with that was, that the caller no longer had the ability to choose which extension they wanted to call, so we ended up having to change it back. So I had asked if he thought it was possible to issue a workaround by creating a new extension and have that new extension forward you to the Prompt Recording Application (*DN: 1610). He said that this was probably possible but I would need to open a new case with the Unity team, which I will do if we can't figure this out in here first. He had said that it wouldn't work the way we were trying because one device/DN can olny be associated with one Cisco Application (*i.e. either UCCX or Unity, but NOT both).

So I created a NEW Directory Number (*and a new  CTI Route Point) and set it up the same way as when we had the Emp Access Line automatically forwarding to the 1610 extension. But when I call into the Employee Access Line from outside or inside the building and then dial the new DN I created (*DN 1612) I get a Cisco recording that says:

"You cannot be transferred to this number, check the number and try again."

So I googled the recording I heard above and found that this recording has to do with the Restriction Table in Cisco Unity...? Does that sound right?

So I looked at all the Restriction Tables in Cisco Unity and I didn't find anything that would be blocking this number, so I added the 1612 extension in there directly as the first rule in all the tables and made sure the "Blocked" checkbox was NOT checked... But I am still hearing that message above.

If you need them, I can get more specific with the Partitions and CSS's  for each of those DNs and Devices that I mentioned above.

If anyone has any thoughts or suggestions, please feel free. It would be much apprectiated!

***EDIT***

Forgot to add one other thing... The 1610 Extension, which is the number I want to get transferred to, is also a Unified CM Telephony Trigger: 1610

Thanks in Advance,

Matt

1 ACCEPTED SOLUTION

Accepted Solutions
New Member

Hey Casey Sure, no problem. I

Hey Casey

Sure, no problem. I have attached the script in a zip file to this post...

As for the User Auth you mentioned. In the script you'll see a variable called username, this is where you set you UCCX Admin username. Then, there is another variable called password, this is where you put the UCCX Admin's password. I changed the values of these vars to descriptions of what they are, so you should be able to see what I'm talking about.

Those username and password variables in the script will be what allows your Manager, or whomever logs in to modify prompts, the ability to actually write the prompt to UCCX.

Lastly, you'll see a variable called pin, whatever you set as the value for this variable, that will be what needs to be entered once you dial the Application's trigger that you assign the script to... Does that make sense?

Also, it's already set this way in the script, but you should keep the parameter attribute of the "pin" variable. This way if you ever want or need to modify the PIN you can do so from the Application's page in UCCX.

Hope that helps!!

Thanks,
Matt

28 REPLIES
Bronze

Transferring Calls to Prompt Recording Application

Matthew,

From the sound of it, you just want someone to be able to call in and change the recording of the call handler. Is this correct? If so, you just need to set up a greetings admin for that handler. That admin would have to be a mailbox user with either the greetings admin role, or assigned as owner to the call handler.

Let me know if i'm on the right track!

Gareth

New Member

Transferring Calls to Prompt Recording Application

Hey Gareth, thanks for the reply, much appreciated!

The recordings that change are for UCCX not Unity Call Handler Greetings. When you call the extension 1610, which is the extension I would like to be able to reach from outside the building, you are taken through a UCCX Call Script which allows you to change the Prompts you would hear when you call into our 800 number for example.

The recordings that are actually being changed are the ones you would see in UCCX > Prompt Management...

So you would call that extension internally (i.e. 1610) and you would be prompted for a PIN number. After entering your PIN it asks you if you would like to record or play a prompt by selecting either 1(record) or 2(play), then you are asked to enter the 4-digit number of the prompt you wish to play and/or record... Does that make sense?

Thanks Again,

Matt

Bronze

Transferring Calls to Prompt Recording Application

Matthew,

Sorry for missing the UCCX piece!

It does make sense... unfortunately my UCCX knowledge is pretty limited at this time, so hopefully someone else can come through for you. You might want to port this over to the UC applications forum tho.. that'll get you to the people that can really help.

Gareth

New Member

Transferring Calls to Prompt Recording Application

No problem, thanks anyways...

Ok, will do. I'll move the discussion over to that forum... Thanks!

Thanks Again,

Matt

Transferring Calls to Prompt Recording Application

Hi Matthew.

What the UCCX script does when you call it from an internal extension using 1610 DN.

If you can, please upload the script so we can analyze it together

Let me know

Regards

Carlo

Please rate all helpful posts

"The more you help the more you learn"

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: Transferring Calls to Prompt Recording Application

Hey Carlo, thanks for the reply!

Sure I can do that, but I don't see an option to upload anything other then a Picture and/or a Video... How do I upload that?

When you call 1610 internally and reach the UCCX Script you hear:

"Welcome to the Prompt Recording Application, please enter your PIN Number now."

       ---After entering PIN---

"To record a prompt Please press 1, to play a prompt please press 2"

      ---Then you enter the 4-digit Filename of the Prompt---

So this "menu" allows you to play and/or record prompts from UCCX's Prompt Management page. I thought it was a standard/default UCCX Application/Script that comes with the system, but I wasn't with the Co. when this system was put in place, so I'm not positive about that.

Thanks,

Matt

Re: Transferring Calls to Prompt Recording Application

Hi Matt.

Use advanced editor and you'll find upload file button

Cheers

Carlo

Please rate all helpful posts

"The more you help the more you learn"

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: Transferring Calls to Prompt Recording Application

Ohh there it is below the textbox by the Post Message button... Thanks, don't know how I missed that.

-Matt

Transferring Calls to Prompt Recording Application

Matthew,

I checked your script and what I can see is that you can call it directly from the outside without passing through UC.

Any reason to force the call to take that path?

Let me know

Regards

Carlo

Please rate all helpful posts

"The more you help the more you learn"

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: Transferring Calls to Prompt Recording Application

Well, it doesn't have a DID (i.e. an external number) associated to that DN, 1610. That DN is only an internal extension.

I didn't create this setup, so I myself am trying to understand how it works. The DN 1610 which is the number to reach that script, has the following things associated to that Directory Number:

  1. Directory Number = 1610 (CallManager)
  2. CTI Route Point (CallManager)
  3. Cisco Unified Telephony Trigger (UCCX)
  4. System Call Handler (Unity) -> *Not sure why it is associated to a call handler..?

So when I call 1610 from an internal number I am taken directly to that UCCX Script/App. But when I call that extension from our Employee Access Line (*DID DN=1898) which is a System Call Handler that allows people to call internal extensions from its DID Number.

So lets say I call the DID number from my cell phone and I dial xxx-xxx-1898. I reach the Emp Access Line, which then prompts me to enter an extension. I enter the extension 1610, then there is about a 10-15 second delay and I hear:

"Sorry ManualDownMessage is not available."

The "ManualDownMessage" is the name of the System Call Handler I mentioned in that list above of things associated to that 1610 DN.

When I had the TAC case open we were able to modify the 1898 DID DN's config so we were able to reach 1610. We changed the DID number's CSS from to our UCCX-Inbound-CSS, then we unchecked the Forward All's "Voicemail" checkbox and added the extension 1610 instead and changed the CSS for that Forward All to UCCX-Inbound-CSS. And after we did this we were automatically forwarded to the 1610 extension and I was able to reach the UCCX Script by calling xxx-xxx-1898. But we could not keep it this way since people use this to reach other employees as well.

EDIT: We also added the DID Partition to the UCCX-Inbound-CSS.

So what I thought I could do was create a new Directory Number and a new CTI Route Point, and configure it the same way we configured the 1898 DN and CTI Route Point and just have this new extension forward me to 1610 in the same way 1898 did when we had it automatically forwarding you to 1610. The new extension I created is 1612. But when you call xxx-xxx-1898 and enter 1612 you hear:

"You cannot be transferred to this number, check the number and try again."

And when I googled that I saw lots of people saying that message was due to the Restriction Table in Unity. So I checked the Restriction Table and there was nothing in there that I could see that would prevent me from dialing 1612 as a extension to reach. So I added 1612 to the Table anyway and made sure the Blocked checkbox was NOT checked, and still no luck...

One last thing I tried was adding a NEW "Caller Input" section the the System Call Handler of the 1898/Emp Access Line, and I set that up to have,

  • Action = "Transfer to Alternate Contact Number "
    • Extension = "1610"
    • Transfer Type = "Release to Switch"

And when I call the xxx-xxx-1898 DID number and press number 8 for the caller input, I hear:

"Wait while I transfer your call..."
--- Then after about 10-15 seconds, I hear ---
"Sorry this number did not answer."

Thanks again for the reply Carlo, much appreciated!

Thanks,

Matt

Re: Transferring Calls to Prompt Recording Application

Hi Matthew.
Dialing Employee access line, are you able to dial an internal extension?
I replicated your setup in my lab and what gave me that message was an incorrect css configured on unity connection.
Please double check that setting on your UCNX and let me know.
Also download a useful tool Port Status Monitor Tool from the link below, run it and make a call to Employee Access Line selecting application DN 1610 and post the output from that tool
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html



Let me know.

Cheers

Carlo

Sent from Cisco Technical Support iPhone App

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: Transferring Calls to Prompt Recording Application

Hey Carlo,

Yes, we can dial internal extensions from the Employee Access Line. It works both from calling the full DID number, xxx-xxx-1898 externally, and also dialing internally to 1898.

Something I noticed while calling 1898 internally. When I dial 1898 and then hit dial on my phone, the number I'm calling immediatley changes to 6000, which is our voice mail pilot. So I'm assuming it worked when TAC and I made those changes for it to NOT forward to Voicemail and instead Forward to 1610, because the call never reached the Call Handler itself, it actually just did a direct transfer to another extension within CallManager... Does that sound right?

Also, where in Unity is the CSS configured? Is that in the System Call Handler for the Emp Access Line somewhere? I'll look around for it and let you know if I find it before you respond.

Thanks AGAIN, for the reply!

Thanks,

Matt

Re: Transferring Calls to Prompt Recording Application

Hi Matthew.
You can check voice mail port and voicemail pilot CSS on CUCM
Run also suggested tool and please post the output.

Thanks

Regards

Carlo

Sent from Cisco Technical Support iPhone App

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: Transferring Calls to Prompt Recording Application

Carlo,

Voicemail Pilot CSS = Internal-Only-CSS

Voicemail Port CSS = Unity-Inbound-CSS

Here is the output from the rPSM:

     *This is me calling into the 1898 DID Number from my cell phone.

------------------------------------------------------------

04:31:56, New Call, CalledId=1898,  RedirectingId=1898,  Origin=16,  Reason=8,  CallGuid=4C4B22B0890A417E9A6CB9C3CB9309D1,  CallerName=WIRELESS CALLER,  LastRedirectingId=1898,  LastRedirectingReason=8,  PortDisplayName=CUCM-1-003,[Origin=Unknown],[Reason=Forward Unconditional]

04:31:56, AttemptForward

04:31:56, State - AttemptForward.cde!Dummy

04:31:56, Event is [NULL]

04:31:56, PHTransfer

04:31:56, State - PHTransfer.cde!LoadInfo

04:31:56, Event is [TrueEvent]

04:31:56, PHGreeting

04:31:56, State - PHGreeting.cde!PlayGreeting

04:31:56, Call answered if needed

04:31:56, Playing greeting for Call Handler:  Opening Greeting - Employee Access Line

04:32:03, DTMF received [1]

04:32:05, DTMF added [610]

04:32:06, Event is [NULL]

04:32:06, PHTransfer

04:32:06, State - PHTransfer.cde!LoadInfo

04:32:06, Answer Phone if needed

04:32:06, Event is [FalseEvent]

04:32:06, State - PHTransfer.cde!CheckPlayTransferIntro

04:32:06, Event is [FalseEvent]

04:32:06, State - PHTransfer.cde!XferCall

04:32:16, Event is [TransferFailed]

04:32:16, State - PHTransfer.cde!LeaveMsg

04:32:16, Event is [NULL]

04:32:16, PHGreeting

04:32:16, State - PHGreeting.cde!PlayGreeting

04:32:16, Call answered if needed

04:32:16, Playing greeting for Call Handler:  ManualDownMessage

04:32:22, Event is [HangupEvent]

04:32:22, State - PHGreeting.cde!DoHangup

04:32:22, Event is [HangupEvent]

04:32:22, Idle

------------------------------------------------------------

I had gone through all the Greetings in the Greetings section of the System Call Handler and I had checked the checkbox labeled " for ALL of the Greetings listed there, whether they were enabled or NOT. The only one that had this checkbox checked was the Standard Greeting, and the only 2 Greetings that are "enabled" are the Standard and Error greetings... I don't know if those changes I did caused this, but now when I call the 1610 extension from the Emp Access Line I hear the message: "Sorry extension 1610 is not available, record your messgae at the tone....etc...".

I dont know how/why it switched to saying that now, when it was saying this earlier today; "Sorry, ManualDownMessage is not available"...?

Thanks Again,

Matt

Hall of Fame Super Red

Re: Transferring Calls to Prompt Recording Application

Hi Matt,

I hate to jump in when you have such great help from Gareth & Carlo (+5 each!) so

I'll just add a couple of notes here.

It seems that one of the roadblocks here is the Call Handler @ 1610. I think you hear

the "new" greeting due to the greeting being enabled and set with no recording. This same

"active" greeting probably has the after greeting action set to take message.

If it were me, I would try to change the extension on this Call Handler to a new number

to remove the 1610 reference and then try the call again while collecting the rPSM info

Cheers!

Rob

"May your heart always be joyful
And may your song always be sung
May you stay forever young " 

- Dylan

New Member

Re: Transferring Calls to Prompt Recording Application

Hey Rob, thanks for the reply!

Ok, so I should just change the extension of the System Call Handler with ext 1610, but leave the UCCX Trigger and CTI Route Point and DN the same...? If so, good idea, take the Call Handler out of the equation completely..!! I'll give that a shot and post back.

Thanks again for the reply, much appreciated!

Thanks,

Matt

New Member

Re: Transferring Calls to Prompt Recording Application

Hey Rob,

Ok, so I changed the extension of the System Call Handler from 1610 to a extension that's not used currently, 1613...

Now, when I call the 1898 Emp Access Line I hear the same message I heard when I created the 1612 DN and CTI Route Point which was supposed to just forward all to 1610. The message I hear is:

You cannot be transfered to this number, check the number and try again.

When I heard this message the 1st time when dialing the extension 1612, I found by googling the message I heard, that this comes from the Restriction Table in Unity... Is that what that message comes from?

Here is the output from the rPSM:

CallData, 40, CallerId=xxxxxxxxxx, CalledId=1898, RedirectingId=1898, Origin=16, Reason=8, CallGuid=0D274C6A518545FEADA3AD0282126F58, CallerName=WIRELESS CALLER, LastRedirectingId=1898, LastRedirectingReason=8, PortDisplayName=CUCM-1-003

AttemptForward

State - AttemptForward.cde!Dummy

Event is [NULL]

PHTransfer

State - PHTransfer.cde!LoadInfo

Event is [TrueEvent]

PHGreeting

State - PHGreeting.cde!PlayGreeting

Call answered if needed

Playing greeting for Call Handler:  Opening Greeting - Employee Access Line

DTMF received [1]

DTMF added [610]

Event is [FalseEvent]

State - PHGreeting.cde!PlayGreetingLoop

Event is [FalseEvent]

State - PHGreeting.cde!PlayGreeting

Call answered if needed

Playing greeting for Call Handler:  Opening Greeting - Employee Access Line

Event is [HangupEvent]

State - PHGreeting.cde!DoHangup

Event is [HangupEvent]

Idle

I guess if I can figure out why I'm getting that "You cannot be transferred to this number..." message I might be able to get this working, or even get my previous workaround working (DN and CTI RP 1612), which forwarded me to 1610, because it was the same message...

EDIT: Just noticed something while changing settings for 1898 Call Handler...

Not sure if this helps at all, but I was going through each Greeting in the 1898 Call Handler and either checking (*if not already checked) or unchecking the option "Allow Transfers to Numbers Not Associated with Users or Call Handlers" and then calling after each change to see if that changed anything at all. And when I unchecked this option in the Standard greeting and I called into the Call Handler, I heard a different message this time... I heard:

"I did not recognize that as a valid entry."

Thanks Again,

Matt

Hall of Fame Super Red

Transferring Calls to Prompt Recording Application

Hi Matt,

Did you change this on the "Default System transfer" restriction table to something like

16?? - allow

I get the message

"You cannot be transfered to this number, check the number and try again"

when trying to dial a number not associated to a user/mailbox & not added to the restriction table

las isted above.

Cheers!

Rob

"May your heart always be joyful
And may your song always be sung
May you stay forever young " 

- Dylan

New Member

Re: Transferring Calls to Prompt Recording Application

Hey Rob, thanks for the reply!

Nope, when I edited the restriction table I just added "1610" as the pattern... I'll try adding the "16??" and see if that helps.

Thanks Again,

Matt

New Member

Re: Transferring Calls to Prompt Recording Application

Hey Rob, sorry for adding soo many replies, I just wanted to make sure I got that info out before I forgot to add it in...

Ok, so I added "16??" to the Restriction Table, and now when I call there is a delay of about 15 seconds or so, then I hear that message again:

"You cannot be transferred to this number, check the number and try again."

Would it change anything by adding that 16?? pattern to each of the Restriction Tables..?

Thanks Again,

Matt

Hall of Fame Super Red

Transferring Calls to Prompt Recording Application

Hi Matt,

No worries

In my tests here it needs to be the "Default System transfer" restriction table.

Cheers!

Rob

"May your heart always be joyful
And may your song always be sung
May you stay forever young " 

- Dylan

New Member

Re: Transferring Calls to Prompt Recording Application

I just came across this info below, at this link --> http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsagx/8xcucsag060.html

This is for the Greetings available in the System Call Handler (*i.e. Error, Internal, Standard, Holiday, etc...)

          *The one below was taken directly from the Error Greeting section of the table at that link above...

Error

Plays if the caller enters invalid digits. This can happen if the digits do not match an

extension, the extension is not found in the search  scope, or the caller is otherwise

restricted from dialing the digits.  You cannot disable the error greeting.

The system default error recording is, "I did not recognize that as a valid entry." By default,

after the error greeting plays, Connection replays the greeting that was playing when the

caller entered the invalid digits.

According to this, my situation falls into one of these 3 categories.

          1. The digits do not match an extension.

          2. The extension is not found in the search scope.

          3. Or the caller is restricted from dialing the digits

I guess I just now have to figure out which one of these this falls into... I guess we could rule out the "digits do not match an extension", because the 1610 extension does exist but is NOT currently associated to anything in Unity (*i.e. a User or Call Handler). But I assume this shouldn't matter since I have the "" checkbox checked...?

Thanks,

Matt

New Member

Re: Transferring Calls to Prompt Recording Application

Hello All,

Finally got it working!

So I had a case open with TAC's Unity team, and we checked everything in Unity and all seemed to be correct, including Restriction Table, etc...

So we collected logs from Unity, which basically said the call was being Rejected. So we collected logs from the CallManager and after my Unity Tech had a CallManager person check out the logs he came to the conclusion that it was a CSS issue.

In order to fix the issue (*it always seems to be something so simple that gets over-looked) we had to add our UCCX-Ports Partition, to our Unity-Inbound-CSS Calling Search Space... And now its working!

Thanks to everybody who posted, muich appreciated!

Thanks Again,

Matt

New Member

Hello Matthew,

Hello Matthew,

I know that this thread is almost two years old, but I find myself in a new position and have a great need to have a UCCX script that will allow my Customer Service Manager to dial in and change a prompt associated with their CSQ's script.   Is there any way that you could share a copy of just your UCCX Prompt Recording script.  I know that a former employer had this setup where the Manager called in and gave a PIN and then the Prompt # he wanted to change, but for the life of me, I cannot seem to setup a script with that capability.  Everything I read tells me that I need to have a ccmUser Authentication to allow the new prompt to be saved on the UCCX server.  Any advice or help you could provide would be greatly appreciated. 

Thanks,

Casey

New Member

Hey Casey Sure, no problem. I

Hey Casey

Sure, no problem. I have attached the script in a zip file to this post...

As for the User Auth you mentioned. In the script you'll see a variable called username, this is where you set you UCCX Admin username. Then, there is another variable called password, this is where you put the UCCX Admin's password. I changed the values of these vars to descriptions of what they are, so you should be able to see what I'm talking about.

Those username and password variables in the script will be what allows your Manager, or whomever logs in to modify prompts, the ability to actually write the prompt to UCCX.

Lastly, you'll see a variable called pin, whatever you set as the value for this variable, that will be what needs to be entered once you dial the Application's trigger that you assign the script to... Does that make sense?

Also, it's already set this way in the script, but you should keep the parameter attribute of the "pin" variable. This way if you ever want or need to modify the PIN you can do so from the Application's page in UCCX.

Hope that helps!!

Thanks,
Matt

New Member

Matt,

Matt,

You are my new BEST friend.  :)   I can't thank you enough.  Hopefully I will have time tomorrow to actually get to play with it.  Thank you again!

Casey

New Member

No problem, happy to help!

No problem, happy to help!

-Matt

Cisco Employee

Information had been provided

Information had been provided in the below post:

https://supportforums.cisco.com/discussion/12755736/uccx-110-prompt-recording-script

Regards

Deepak

883
Views
17
Helpful
28
Replies