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Call screening with CCM 4.1.3, Unity 4.2

Hi,

Does anyone have experience implementing call screening with CCM 4.1.3 and Unity 4.2. When a caller cals in, we want them to be prompted for their name, and then their name to be played back to the receiving party before they decide to accept the call.

Maybe a 3rd party product provides that?

1 REPLY

Re: Call screening with CCM 4.1.3, Unity 4.2

Hi -

Unity call screening settings only apply when calls are routed to your phone from the Unity main greeting recorded for your organization, Unity directory assistance, or a similar Unity automated call handler configured to assist callers who dial the main phone number for your organization. When an outside caller or another subscriber dials your extension to reach you by phone directly, call screening settings do not apply. Here are a couple of examples we use:

1. Customer's published number is a CTI route point in CallManager - the DN forwards all calls to Unity. Unity auto attendant (a call handler has several caller input settings). The greeting says "You have reached XYZ company. For a directory listing, press *" When the caller presses *, a Unity directory handler prompts the caller to "Spell the last and first name". The caller enters a portion of the last name and Unity presents a list of subscribers matching names. If only one match, the caller can press #. If the subscriber has allowed call screening, Unity responds "Who may I say is calling." The caller says his name and presses # to tell Unity he is done. Unity says "Wait while I transfer your call". Unity calls the subscriber and announces the caller using the recorded name. The subscriber can answer the call or let it go to voicemail. In the subscriber's record in SA, go to Call Transfer settings and update Transfer type to Supervise transfer and also configure desired Gather Caller Information. Here is a Cisco link - http://www.cisco.com/en/US/customer/products/sw/voicesw/ps2237/products_user_guide_chapter09186a008064759f.html#wp1104077

2. You can also get this same behavior by calling your Unity pilot number directly. I believe the default Unity Opening Greeting has * and 4 coded to route callers to the Directory handler. But check this on your own system as we may have customized.

3. Unity supports multiple directory handlers. We have customized a directory handler for one of our customers. We imported their Exchange group distribution list into Unity and set that as the search scope for their own directory. Their auto attendant offers callers the option to search this directory.

Lastly, if you have future Unity questions, check out the Unified Communications forum. Great moderator and folks out there :-)

Ginger

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