To Create a Call Handler Step 1 In Cisco Unity Connection Administration, expand Call Management, then select System Call Handlers. Step 2 On the Search Call Handlers page, select Add New. Step 3 On the New Call Handler page, enter basic settings, as applicable. Assuming xxxx10000 to be 987610000 Hunt Pilot has already been created which is mapped to Hunt List and then Line Group for routing the Outsider call to Unity Connection to Play the IVR. Assuming that extension 10000 and 20000 is already setup on Receptionist’s IP Phone.
Whille transfferng the call to phone 2- 1000, we see that unity sends a re invite to CUCM with attribute inactive and contact ip address as 0.0.0.0.
Opening GreetingActs as an automated attendant, playing the greeting that callers first hear when they call your organization, and performing the actions you specify. The Opening Greeting Call Routing rule transfers all incoming calls to the Opening Greeting call handler.By default, the Opening Greeting call handler allows callers to press. to reach the Sign-In conversation, or press # to reach the Operator call handler. Messages left in the Opening Greeting call handler are sent to the Undeliverable Messages distribution list. Creating, Modifying, and Deleting Call Handler TemplatesEach call handler that you add in Unity Connection is based on a template.
Settings from the template are applied as the call handler is created. Unity Connection comes with one default call handler template, which has settings that are suitable for most call handlers.You can also create new templates.Before you create call handlers, review the settings in the template that you plan to use and determine whether you need to make changes or create new templates. For each template, you should consider enabling the transfer, caller input, greetings, and message settings that will be needed for the call handlers that you plan to create.
Note that if you change settings on a call handler template, the new settings are in effect only for new call handlers that are created by using that template. Changes to template settings do not affect existing call handlers.Deleting a call handler template does not affect any call handlers that were based on that template when they were created. Note that you cannot delete the default template.See the following procedures:.To Create a Call Handler TemplateStep 1In Cisco Unity Connection Administration, expandTemplates, then selectCall Handler Templates.Step 2On the Search Call Handler Templates page, selectAdd New.Step 3On the New Call Handler Template page, enter basic settings, as applicable. (For field information, on the Help menu, selectThis Page.).
Step 3On the Edit Call Handler Template, change settings, as applicable. (For field information, on the Help menu, selectThis Page.)Step 4When you have finished changing settings on the Edit Call Handler Template page, selectSave.Step 5You may also want to change settings on any (or all) of the following related pages, as applicable:.Transfer Rules (see the for details).Caller Input (see the for details).Greetings (see the for details).Message Settings (see the for details)Step 6If you change any of the settings on a page listed in, selectSavebefore leaving the page. Step 4SelectSave.Step 5On the Edit Call Handler page, continue entering settings for the call handler.Step 6When you have finished entering settings on the Edit Call Handler page, selectSave.Step 7On the Edit menu, select any (or all) of the following related pages, to continue adding applicable settings to the new call handler:.Transfer Rules (see the for details).Caller Input (see the for details).Greetings (see the for details).Message Settings (see the for details).Call Handler Owners.
Modifying Call Handlers in Unity ConnectionAfter a call handler has been created, you may need to adjust settings. The tools in Cisco Unity Connection Administration allow you to modify a single call handler at a time, or make changes to multiple call handlers at once. Do the applicable procedure:.To Modify a Single Call HandlerStep 1In Cisco Unity Connection Administration, expandCall Management, then selectSystem Call Handlers.Step 2On the Search Call Handlers page, select the display name of the call handler that you want to modify. To Modify Call Handler Settings in Bulk Edit ModeStep 1On the Search Call Handlers page, check the applicable call handler check boxes, and selectBulk Edit.If the call handlers that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable call handlers. Then selectBulk Edit.Step 2To make a change to a setting, check the check box to the left of the field name to select it, and then set the field as usual.
SelectHelp This Pageto see descriptions of each setting.NoteThe Status message at the top of the Edit Call Handler Basics page tells you how many call handlers are being edited. Also note that the page is populated only with the fields that you are allowed to edit in bulk mode.Step 3If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time.Step 4SelectSubmit. Overview of Call Handler Greetings in Unity ConnectionEach call handler can have up to seven greetings. The greeting settings specify which greetings are enabled, how long they are enabled, the greeting source, and the actions that Cisco Unity Connection takes during and after each greeting. When a greeting is enabled, Unity Connection plays the greeting in the applicable situation until the specified date and time arrives, and then the greeting is automatically disabled.
A greeting can also be enabled to play indefinitely.Note that Call Handler greetings can be recorded in multiple languages. See the for instructions.You can customize how Unity Connection handles calls to call handlers that have the alternate greeting enabled.
For example, you can specify that for as long as the alternate greeting is enabled, Unity Connection:.Transfers callers directly to the greeting without ringing the extension that is assigned to the call handler (as applicable) whenever calls are transferred from the automated attendant or a directory handler to the user extension. (The phone rings if an outside caller or another Unity Connection user dials a user extension directly.).Prevents all callers from skipping the greeting.Prevents all callers from leaving messages (when the call handler is set up to take message).Note that Unity Connection plays the greetings that you enable for the applicable situation; however, some greetings override other greetings when they are enabled. ErrorPlays 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, Unity Connection replays the greeting that was playing when the caller entered the invalid digits.Call handler owners can select a different call handler greeting or record the call handler greetings from the System Call Handlers Greetings page in Cisco Unity Connection Administration, or they can use the Cisco Unity Greetings Administrator to do so by phone.
(For more information on recording greetings and using the Cisco Unity Greetings Administrator, see the chapter.)See the following section for instructions on changing call handler greeting settings. Managing Call Handler Greetings in Unity ConnectionYou can modify call handlers greetings by using Cisco Unity Connection Administration, or by calling Cisco Unity Connection by phone.
When you use Connection Administration to modify greetings, you can do so for a single call handler, or you can modify the greetings for multiple call handlers at once.Do the applicable procedure:.To manage call handler greetings when you—or the call handler owners that you assign—cannot access Cisco Unity Connection Administration, you can use the Cisco Unity Greetings Administrator by phone. For more information, see the and the.To Set Up Call Handler Greetings for a Single Call HandlerStep 1In Cisco Unity Connection Administration, expandCall Management, then selectSystem Call Handlers.Step 2On the Search Call Handlers page, select the display name of the applicable call handler.
To Set Up Call Handler Greetings for Multiple Call Handlers in Bulk Edit ModeStep 1On the Search Call Handlers page, check the applicable call handler check boxes, and selectBulk Edit.If the call handlers that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable call handlers. Then selectBulk Edit.NoteThe Status message at the top of the Edit Call Handler Basics page tells you how many call handlers are being edited. Also note that each page is populated only with the fields that you are allowed to edit in bulk mode.Step 2On the Edit menu, selectGreetings.Step 3On the Greetings page, select the display name of the greeting that you want to set up.Step 4On the Edit Greeting page, change settings as applicable by checking the check box to the left of a field name to select it, and then setting the field as usual. (SelectHelp This Pageto see descriptions of each setting.)Step 5If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time.Step 6SelectSubmit. Managing Caller Input During Greetings in Unity ConnectionCaller input settings define actions that Cisco Unity Connection takes in response to phone keys pressed by callers during a call handler greeting.
By using the settings on the Edit Greeting page for each individual greeting, you can specify on a per-greeting basis whether the greeting allows caller input and whether callers can perform transfers. Or, you can define caller input keys and options that apply to all of the call handler greetings by using the Caller Input page for the call handler.See the following sections for details:. Offering One-Key Dialing During Call Handler GreetingsOne-key dialing enables you to designate a single digit to represent a user extension, alternate contact number, call handler, interview handler, or directory handler.
Instead of entering the full extension, the caller presses a single key during a call handler greeting and Cisco Unity Connection responds accordingly. By specifying several different keys as caller input options, you can offer callers a menu of choices in the call handler greeting.Configuring the transfer to alternate contact number action on one or more keys of a call handler allows you to quickly set up a simple audiotext tree that callers can use to transfer to specific non-user extensions on the phone system or to specific external numbers, without having to create separate call handlers for each number. When transferring a caller to an alternate contact number, Unity Connection can either supervise the transfer or release the call to the phone system.Callers can also bypass one-key dialing.
You set the system to pause a certain number of seconds for additional key presses before routing the call according to the one-key dialing menu you have set up. These pauses allow callers to press full extension IDs to bypass one-key dialing menus, even during the handler greeting.Further, you can lock certain keys to take the caller directly to the action programmed for that key without waiting for an additional key press. Note that you should not lock any key that matches the first digit of user extensions; otherwise, callers are not able to enter an extension to reach a user.To Offer One-Key Dialing During a Call Handler GreetingStep 1In Cisco Unity Connection Administration, expandCall Management, then selectSystem Call Handlers.Step 2On the Search Call Handler page, in the Search Results table, select the display name of the applicable call handler. Offering System TransfersSystem transfers allow callers to dial numbers that are not associated with a user, contact, call handler, or other entity. For example, users and outside callers may find it convenient to be able to call Cisco Unity Connection and transfer from a call handler to a lobby extension, conference room extension, or an extension that is assigned to someone in the organization who is not a Unity Connection user, such as an employee who is visiting from another site and is using a guest office.You can configure individual call handler greetings to allow callers to transfer to numbers that are not associated with Unity Connection users or call handlers while the greeting is playing.For more information see the chapter. Abbreviated Extensions: Prepending Digits to Extensions Callers EnterYou can simulate abbreviated extensions by using prepended digits for call handlers and user mailboxes.
When such digits are defined, they are prepended to any extension that a caller dials while listening to the greeting for the call handler or user mailbox.Cisco Unity Connection first attempts to route the call to the prepended extension. If the prepended extension is not valid, Unity Connection attempts to route the call to the dialed extension.
In the following example, the call handler named Sales is configured with the prepended digits 123. When a caller dials 1000 while listening to the greeting for the Sales call handler, Unity Connection attempts to route the call to extension 1231000; if the prepended extension is not valid, Unity Connection attempts to route the call to extension 1000. (Note that if extension 1000 is not a valid extension and the greeting for the Sales call handler is configured to allow transfers to numbers not associated with users or call handlers, Unity Connection performs a release transfer to 1231000.)Abbreviated extensions can be used as a way for an organization to segment users into different groups. For example, suppose a company has two departments: Engineering and Marketing. The company uses six digit extensions, and all extensions in Engineering begin with 10 and all extensions in Marketing begin with 11. Call handlers could be created for Engineering and for Marketing, and each call handler could be configured to prepend a 10 or a 11, as applicable, to any extension dialed from that call handler.
When set up this way, users would only have to enter the last four digits of a user extension.Do one of the following procedures:.To Configure Prepended Digits for Individual User or Call Handler AccountsStep 1In Cisco Unity Connection Administration, go to the Caller Input page for the applicable user, user template, call handler, or call handler template.Step 2In the Prepend Digits to Dialed Extensions section, check the Enable check box.Step 3In the Digits to Prepend field, enter the applicable digits.Step 4Select Save. To Configure Prepended Digits for Multiple User or Call Handler Accounts in Bulk Edit ModeStep 1On the applicable Search page, check the applicable user or call handler check boxes, and selectBulk Edit.If the users or call handlers that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable users or call handlers.
Then selectBulk Edit.NoteThe Status message at the top of the page tells you how many users or call handlers are being edited. Also note that each page is populated only with the fields that you are allowed to edit in bulk mode.Step 2On the Edit menu, selectCaller Input.Step 3On the Caller Input page, in the Prepend Digits to Dialed Extensions section, check the left-most check box to select theEnablefield, and then check theEnablecheck box.Step 4In the Digits to Prepend field, enter the applicable digits.Step 5If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time.Step 6SelectSubmit. Changing Phone Language Settings in Unity ConnectionCall handler greetings can be recorded in multiple languages when the language for the call handler is inherited from the caller. For example, if Unity Connection is configured to provide prompts in French and Spanish, it is possible to record the standard greeting in both languages so that Spanish- and French-speaking callers can hear the greeting in their own language.To Change Phone Language Settings for a Call HandlerStep 1In Cisco Unity Connection Administration, expandCall Management, then selectSystem Call Handlers.Step 2On the Search Call Handler page, in the Search Results table, select the display name of the applicable call handler. TTY OverviewRevised June 21, 2013A TTY prompt set, available in U.S. English (ENX) only, can be installed and used just like any other supported phone language. When the TTY prompt set is installed, subscribers and outside callers who use TTY can call in to Unity Connection and use the same features that a hearing caller can use.
However, note the following limitations:.G.711 MuLaw must be selected as the message recording and storage codec. The Unity Connection TTY prompt set is not compatible with G.729a or other message recording and storage codecs.A dedicated phone number must be set up for use by outside callers with TTY. All greetings, prompts, and subscriber names accessible from this number must be created with the TTY prompt set.TTY is a TUI language only. At the present time, there is no compatible Text to Speech (TTS) language for TTY.
The TTY prompt set is also not suitable for use as a GUI language.TTY tones are not available for use in navigating through the Unity Connection conversation. Some TTY phones do not have the capability to send DTMF tones.
In this case, TTY users may need to use the phone keypad for system navigation.Due to recording and playback limitations, the TTY prompt set cannot be used in interview handlers.TTY phones do not display the voice names but simply playback the voice names.Use TTY angel to display voice name as text and replace them in Unity Connection.See the following sections for information on setting up and using the Unity Connection TTY prompt set:. Setting Up Cisco Unity Connection to Use the TTY Prompt SetRevised 01 April, 2014To set up Unity Connection for TTY, do the following tasks.Step 1Obtain a dial-in number that will be used exclusively for outside callers with TTY to call in to Unity Connection.
Set up the phone system and integration as required.Step 2Install TTY devices for subscribers, as needed.Step 3Install the ENX language on the Unity Connection server.Step 4Confirm that G.711 is selected as the Unity Connection message recording and storage code.Step 5Create a TTY subscriber template. This template will be used when creating subscriber accounts for all subscriber who will use TTY. You may also want to create a TTY class of service, on which you disable Text to Speech for these subscribers.Step 6Create a routing rule for the TTY dial-in number.Step 7Create an opening greeting call handler for the TTY dial-in number.Step 8Set up additional TTY call handlers as needed.Step 9Record greetings in TTY by using the TTY Angel, or by using the Media Master and a TTY phone as a recording and playback device. You will need to record the following greetings, as applicable: the opening greeting, additional call handler greetings, and subscriber greetings. See the section.Step 10Test the TTY dial-in number, opening greeting, call handlers, and all subscriber devices to confirm correct operation for both incoming and outgoing TTY calls. Using the TTY AngelThe TTY prompt set includes all system prompts needed to use TTY with Unity Connection.
The TTY Angel application, available in Tools Depot, is used to create custom call handler and subscriber greetings, and subscriber recorded names, in TTY.You can also create a CSV file containing a list of greetings and subscriber names to be converted to TTY all at once. See TTY Angel Help for more information about this option.To Use the TTY Angel to Create Greetings and Recorded NamesStep 1On the Unity Connection desktop, double-click the Unity Connection Tools Depot icon.Step 2In the left pane, expand Administrative Tools, and double-click TTY Angel. The TTY Angel window appears.Step 3To create a new greeting or subscriber voice name, in the Output File Name window, enter a location and file name for the new TTY file. Taking Messages in Unity ConnectionBy using the settings for a particular call handler greeting, you can configure the call handler to take a message after playing the greeting.
You can specify who receives messages for the call handler, whether messages are marked for dispatch delivery, the maximum recording length for messages from outside callers, what callers can do when leaving messages and whether their messages are automatically marked secure, and what action to take next on a call after a message is left.Note that for some integrations, you can set up Cisco Unity Connection so that as a caller records a message, a warning prompt is played before the caller reaches the maximum allowable message length. See the for details.For details on configuring dispatch messages, see the. Transferring Calls in Unity ConnectionThe call transfer settings for a call handler specify how Cisco Unity Connection transfers calls that reach the call handler from the automated attendant.
Each call handler has three transfer rules that you can customize: one for standard hours and one for closed (nonbusiness and holiday) hours of the active schedule, and an alternate transfer rule that, when enabled, overrides the standard and closed transfer rules and is in effect at all times. When a call is transferred to the call handler, Unity Connection first checks the applicable transfer rule to determine where to transfer the call—either to the call handler greeting, or to an extension.When transferring to the call handler greeting, Unity Connection plays the applicable greeting (standard, closed, holiday, internal, busy, or alternate) based on the situation and which greetings are enabled. You configure a transfer rule to transfer to the greeting if you want to use the call handler to provide the caller with a prerecorded menu of options or an informational message.To route callers to a specific user or to another call handler, you configure the transfer rule to transfer to the extension of the user or call handler. When transferring a call to a user extension, Unity Connection can either release the call to the phone system, or it can supervise the transfer. When Unity Connection is set to supervise transfers, it can provide call screening and call holding options on indirect calls:.With call screening, Unity Connection can ask for the name of the caller before connecting to a user. The user can then hear who is calling and, when a phone is shared by more than one user, who the call is for. The user can then accept or refuse the call.With call holding, when the phone is busy, Unity Connection can ask callers to hold.
Each caller on hold uses a Unity Connection port and a phone system port, and therefore the total number of callers that can be holding in the queue at any one time is limited by the number of available ports.The default wait time in the call holding queue for the first caller in the queue is 25 seconds. If the caller is still on hold after this amount of time, Unity Connection asks whether the caller wants to continue holding, leave a message, or try another extension. In case of callers put on hold without asking, these options are available for the users after the first timeout of the default wait time. If the caller does not press a key on the phone keypad or say a voice command to indicate that he or she wants to continue holding, leave a message, or dial another extension, the caller is transferred back to the Opening Greeting. Subsequent callers in the holding queue are told how many other callers are in the queue ahead of them, in addition to these options.
(See the for more information on call holding.)If call holding is not selected, callers are sent to the user or handler greeting that is enabled: the standard, closed, holiday, busy, or alternate greeting. Deleting Call Handlers in Unity ConnectionIf a call handler is referenced by other objects in Connection (for example, a routing rule or other call handler is set to route calls to the call handler), you are not allowed to delete the call handler until you have changed settings on the other objects to remove references to the call handler you want to delete. If you try to delete a call handler without first changing settings on objects that reference the call handler, the delete operation failsIf you delete call handlers that are referenced by other call handlers, be sure to rerecord the greetings so that callers hear the correct information about input options.To Delete a Call HandlerStep 1In Cisco Unity Connection Administration, expandCall Management, then selectSystem Call Handlers.Step 2On the Search Call Handlers page, check the check box adjacent to the display name of the call handler that you want to delete.