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

Unity Connection Handler - How to send caller to previous handler?

Unity Connection 7.1.5.

I am trying to get a Unity Call Handler to send callers to a previous handler.

For example: 2 handlers - A and B.

For both of these, I give the caller an option to go to another handler  X.

I then want handler X to play a greeting, and then send the caller back to the handler that sent them to X.

So if a caller goes to handler A, presses 1 to go to handler X, after X plays a greeting I want the caller to go back to A.

If caller starts with handler B presses 1 to go to handler X, I want them to go back to B.

And so on.

I have about 75 handlers I want to behave this way.

So having the caller enter an extension is not really an option.

Wondering if I can forward the caller to Call Manager and retain the original calling number, then forward them back to Unity.

TIA

4 REPLIES
Hall of Fame Super Red

Re: Unity Connection Handler - How to send caller to previous ha

Hi there,

On each of the Call Handler Greetings there is an "After Greeting" action

which can be leveraged to go back to a designated Call Handler. So you can set the After Greeting Action on X to go back to A (from your example) but you couldn't also have X go back to B so you would have to create both a X & Y Call Handler with different references in relation to CH - A and CH - B

Hope this makes sense.

Cheers!

Rob

New Member

Re: Unity Connection Handler - How to send caller to previous ha

Thanks Rob

I was hoping there was an easier way out.

I have 75 handlers that all need to use this same sub menu.

So I would need to create 75 handlers that all play the same greeting.

Where it gets painful is that this is for a retail store and they plan to change this greeting on a weekly basis.

I was thinking of forwarding the caller to Call Mgr, and then back to Unity hoping it would keep the original calling number, and basically start all over again.

There is a service parameter in Call Mgr - Display Original Calling Number on Transfer from Unity.

Not sure if this will work for me or not.

Thanks again for the quick reply.

Hall of Fame Super Red

Unity Connection Handler - How to send caller to previous handle

Hi there,

So you are saying the the 75 main Call Handlers all share this secondary CH? I see why my first

option won't work then

You might be able to leverage this;

Using Routing Rules with the Route from Next Call Routing Rule Action

In a user profile or call handler, you can configure the After Greeting action, the After Message action, or the action of a caller input key to apply the Route from Next Call Routing Rule action to calls. This action causes Cisco Unity Connection to continue processing the call according to the applicable call routing table (direct or forwarded, depending on how the call was received from the phone system) starting at the rule immediately after the rule that Connection previously applied to the call. If the call was already processed according to the final rule in the table, the final rule is applied again.

For example, you might want to have Connection always play a standard greeting or legal disclaimer to all callers, whether they call Connection directly or are forwarded by an extension. The greeting plays before callers can take any other action—for example, leaving a message or signing in. To do so, you do the following tasks:

1. Create a new call handler and record the message as the alternate greeting.

2. Enable the alternate greeting, configure it to ignore caller input during the greeting, and then configure the After Greeting action with the Route from Next Call Routing Rule call action.

3. Add a new direct call routing rule to send all direct calls to the new call handler (with Go Directly to Greetings selected) and verify that the rule appears at the top of the direct call routing table.

4. Add a new forwarded call routing rule to send all forwarded calls to the same new call handler (again with Go Directly to Greetings selected) and verify that the rule appears at the top of the forwarded call routing table.

Once the system is configured in this way, all calls—no matter where they come from or how they get to the system—hear this greeting in its entirety and then proceed directly to their original destination.

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/7x/administration/guide/7xcucsag040.html#wp1050339

This is NOT something I've tried but may be where you are headed with this request. Maybe someone else

can weigh in on this.

Cheers!

Rob

New Member

Unity Connection Handler - How to send caller to previous handle

Thanks again.

I did play with that option, but it did not behave the way I wanted.

Although after reading your post I may have missed some steps.

I'll update if I make any headway.

342
Views
0
Helpful
4
Replies