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New Member

Unity as the Key Holder


I have a customer that wants to use Unity in the following manner. Call comes in on the Call Handler that acts as an Auto-Attendant. Caller presses 5 to get transferred to Technical Support Call Handler. Callers will hear a greeting asking them to "please enter their access code or contract number" and have to input a unique 5 (or however long) digit access code before they get transferred on to a technical support agent. They don't want to burn a subscriber license for every contract holder though. Can someone tell me the best way to get this done? Having Unity reference an external database would be best if possible.

Thanks in advance! All replies rated!

Cisco Employee

Re: Unity as the Key Holder

Unity's not setup for IVR type applications ike that where we can accept strings and compare them against a remote DB for authentication purposes. You could create call handlers with extensions for all access code numbers and folks can dial those - if matched it would transfer on - this is a bit cumbersome to maintain though if you have a dynamic customer base each with their own contact ID (depending on the number of customers in question).

You might want to check out the IP IVR product for custom lookups along these lines.