To Create a New Call Handler in the Cisco Unity Administrator:-
Step 1 In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2 Click the Add icon.
Step 3 In the Add a Call Handler dialog box, enter information as applicable in the Name field.
Step 4 Select New Handler or Based on Existing Handler. If you select Based on Existing Handler, select the applicable call handler in the Based On field.
Note that if you based your new call handler on an existing one, you reuse all of the settings, including recorded greetings. For this reason, make sure to rerecord the greeting for the new call handler.
Step 5 Click the Add button.
Step 6 Enter settings for your new call handler, and then click the Save icon.
To Modify a Call Handler in the Cisco Unity Administrator:-
Step 1 In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2 Click the Find icon.
Step 3 Double-click the call handler that you want to modify.
Step 4 Change settings as applicable, and then click the Save icon.
To Add a Routing Rule to Forward Calls to the Cisco Unity Greetings Administrator:-
Step 1 In the Cisco Unity Administrator, go to the Call Management > Call Routing > Direct Calls page.
Step 2 Click the Add icon.
Step 3 In the Add a Call Routing Rule – Direct dialog box, enter a name for the new routing rule, and click Add.
Step 4 In the Status field, confirm that Enabled is selected.
Step 5 In the Dialed Number field, enter the phone number that is set up for the system administrator to dial for changing call handler greetings by phone.
Step 6 In the Send Call To field, click Greetings Administrator.
Step 7 Change other fields for the routing rule as needed.
Step 8 In the routing table at the bottom of the page, confirm that the new routing rule is in an appropriate position with the other routing rules.
To change the order of the routing rules, click Change Rule Order.
Step 9 Click the Save icon.
To Assign a Unique Extension to the Call Handler:-
Step 1 In the Cisco Unity Administrator, go to the Call Management > Call Handlers > Profile page.
Step 2 Click the Find icon, and in the Select and View dialog box, click Find. A list of call handlers appears.
Step 3 Click the call handler that you want to access by using the Cisco Unity Greetings Administrator and click View.
Step 4 In the Extension field, enter the unique extension you want to assign to the call handler.
Step 5 Click the Save icon.
Call Handler Profile Settings:-
Call Management > Call Handlers > Profile Page
Name :This displays the name of the call handler. To change the name of the call handler, enter a new name here, and then click the Save icon.
Created :Display only. This setting shows the date and time that the call handler was created.
Owner :To change the owner, select an Owner Type and click Change. The owner can be any subscriber or public distribution list. The owner of the call handler can record and change the call handler greeting over the phone. Note that the owner is not necessarily the message recipient.
Owner Type :Click Subscriber to assign ownership to a single subscriber. Click Public Distribution List to assign ownership to all subscribers on a public distribution list.
Default: Subscriber.
Recorded Voice :This is the recorded name of the call handler. To record a call handler name, use the Media Master control bar. Use the Paste From File option on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording. Note that the Media Master is not available across a firewall that blocks DCOM communications.
Active Schedule :Select the schedule to determine the times that standard and closed transfer rules and greetings are in effect for the call handler. To view details of the selected schedule, click the View link. Note that when you click the link, you leave this page and move to the System > Schedules page.
Default: Weekdays.
Extension :Enter the extension, if any, that callers dial to reach the call handler. Assign an extension only if you plan to allow callers to dial the number.
When the call handler is reached only from one-key caller input, do not enter an extension here.
Note that this extension is not the same as the extension to which calls are transferred. The extension to which calls are transferred is set on the Call Management > Call Handlers > Call Transfer page.
Default: Blank.
Language:Select the language in which Cisco Unity plays the handler system prompts. If you choose Inherited, Cisco Unity determines the language to use for system prompts on a per-call basis, depending on the handler or routing rule that processed the call. If the language is set to Inherited for every rule and handler that processes a call, then the system prompts are played in the default phone language.
The default phone language and the list of languages shown here are set on the System > Configuration > Phone Languages page.
Default: Inherited.
Switch:(for dual phone system integrations only) Select the phone system that the call handler uses. If this setting is incorrect, Cisco Unity will not be able to transfer calls to or from the call handler.
Call Handler Transfer Settings:
Call Management > Call Handlers > Call Transfer Page
Transfer Rule Applies To :The settings on the rest of the page apply to the transfer rule selected here: either standard, closed, or alternate.
The schedule that is used to determine the times that standard and closed transfer rules and greetings are in effect is set on the Profile page for the call handler. When enabled, the alternate transfer rule overrides the standard and closed transfer rules and is in effect at all times.
Status:Select one of the following settings:
· Enabled—The transfer rule is active and Cisco Unity directs callers as defined by the settings within this rule.
· Disabled—The transfer rule is inactive and Cisco Unity ignores all settings within this rule.
When Transfer Rule Applies To is set to Standard, this setting is automatically set to Enabled, and it cannot be changed.
Default: Enabled.
Transfer Incoming Calls:Select one of the following settings:
· No (Send Directly)—Cisco Unity transfers the call to the call handler greeting.
· Yes, Ring the Recipient—Cisco Unity transfers calls to the extension assigned to the message recipient. Cisco Unity displays the name and extension in the adjacent box. The message recipient is set on the Messages page of the call handler.
· Yes, Ring Subscriber—Cisco Unity transfers calls to the number entered in the adjacent box. The number can be an extension or any phone number. Use digits 0 through 9, *, and #. You can also enter , (comma) to insert a one-second pause. When a SIP phone system is integrated with Cisco Unity and the transfer type is Release to Switch, using a comma to insert a pause will not work.
Default: No (Send Directly).
Transfer Type:Select how Cisco Unity transfers calls:
· Release to Switch—Cisco Unity puts the caller on hold, dials the extension, and releases the call to the phone system. When the line is busy or is not answered, the phone system—not Cisco Unity—forwards the call to the subscriber or handler greeting. This transfer type allows Cisco Unity to process incoming calls more quickly. Use Release to Switch only when call forwarding is enabled on the phone system.
· Supervise Transfer—Cisco Unity acts as a receptionist, handling the transfer. If the line is busy or the call is not answered, Cisco Unity—not the phone system—forwards the call to the subscriber or handler greeting. You can use supervised transfer whether or not the phone system forwards calls.
The Transfer Type option is unavailable when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Release to Switch.
Rings to Wait For:Select the number of times the extension rings before Cisco Unity plays the subscriber or handler greeting.
Set this value to at least 2 to give subscribers a chance to answer. Avoid setting to more than 4, especially if the call may be transferred to another extension, where the caller might have to wait for another set of rings. This value should be at least two rings fewer than the phone system setting for forwarding calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Two rings.
If the Call Is Busy:Select the action that Cisco Unity performs when the subscriber phone is busy. You may want to use holding options sparingly, because having calls on hold can tie up ports.
· Always Hold—Cisco Unity plays a prompt indicating that the extension is busy. The caller is put on hold. Note that this hold is not performed by the phone system.
· No Holding—Cisco Unity prompts the caller to leave a message and allows the caller to dial another extension.
· Ask Caller—Cisco Unity gives the caller the options of holding, leaving a message, or dialing another extension.
These options are unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: No Holding.
Announce:Check this check box to have Cisco Unity say “transferring call” when the subscriber answers the phone.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
Introduce (Call for Name):Check this check box to have Cisco Unity say “call for <recorded name of the call handler>” when the subscriber answers the phone. Use this setting if the subscriber who is the message recipient takes calls for more than one dialed extension. The introduction alerts the subscriber who answers that the call is for the call handler.
This option is unavailable when Release to Switch is checked or when Transfer Incoming Calls is set to No (Send Directly).
Default: Check box not checked.
Confirm (Call Can Be Accepted or Refused):Check this check box to have Cisco Unity prompt the subscriber to accept or refuse a call. If the call is accepted, it is transferred to the subscriber phone. If the call is refused, Cisco Unity plays the applicable subscriber greeting. You use this setting with the Ask Caller’s Name setting to allow the subscriber to screen calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
Ask Caller’s Name:Check this check box to have Cisco Unity prompt callers to say their names. When the phone is answered, the subscriber hears “Call from…” before Cisco Unity transfers the call. You use this setting with the Confirm setting to allow the subscriber to screen calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
Call Handler Greetings Settings:-
Call Management > Call Handlers > Greetings Page
After Greeting:Indicate the action that Cisco Unity performs after the greeting plays:
· Take Message—Cisco Unity records a message from the caller. Click the Take Message link to view the Messages page.
· Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.
· Send Caller To—Cisco Unity sends the call to the destination that you select:
· Broadcast Message Administrator—Sends the call to a conversation for sending broadcast messages.
· Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
· Call Handler—Sends the call to the call handler that you select.
· Directory Handler—Sends the call to directory assistance.
· Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
· Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.
· Hotel Checked Out—When the Cisco Unity Hospitality and Property Management Integration has been installed, this option sends the call to a conversation that allows hotel guests to access archived messages after they have checked out.
· Interview Handler—Sends the call to the interview handler that you select.
· Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.
· Subscriber—Sends the call to the subscriber that you select.
· Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
Default: Send Caller to Hang Up.
Reprompt the User After this Many Seconds of Silence:Check this check box and enter a value in the field on the right to indicate the number of seconds of silence to allow. When Cisco Unity receives no input from a caller within this number of seconds, Cisco Unity prompts the caller again.
Default: Two seconds; check box is unchecked.
Number of Times to Reprompt:
Indicate the number of times to reprompt a caller. After the number of times indicated here, Cisco Unity performs the after-greeting action.
Default: One time.
Call Handler Messages Settings:-
Call Management > Call Handlers > Messages Page
Message Recipient:Select the subscriber or public distribution list that receives messages left for this call handler. Select a recipient type from the list, then click Select.
When you select a public distribution list, each member of the list receives the call handler messages.
Default: A selected subscriber.
Maximum Message Length in Seconds:Set the recording length allowed for messages left by unidentified callers. Recipients may want to limit the length of messages from unidentified callers. Some departments, such as Customer Service, may want to permit much longer messages. If enabled, a warning tone will sound before the maximum message length is reached.
Default: 300 seconds.
After Message Action:Indicate the action that Cisco Unity performs after an unidentified caller leaves a message:
· Say Good-bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-bye link to view the Goodbye call handler.
· Send Caller To—Cisco Unity sends the call to the destination that you select:
· Broadcast Message Administrator—Sends the call to a conversation for sending broadcast messages.
· Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
· Call Handler—Sends the call to the call handler that you select.
· Directory Handler—Sends the call to directory assistance.
· Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
· Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.
· Hotel Checked Out—When the Cisco Unity Hospitality and Property Management Integration has been installed, this option sends the call to a conversation that allows hotel guests to access archived messages after they have checked out.
· Interview Handler—Sends the call to the interview handler that you select.
· Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.
· Subscriber—Sends the call to the subscriber that you select.
· Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
Default: Hang Up.
Callers Can Edit Messages:Check this check box to allow callers to be prompted to listen to, add to, rerecord, or delete their messages. Balance giving callers the additional control of editing messages with having voice messaging ports tied up for the additional time.
Default: Check box checked.
Mark Messages as Urgent: Indicate the action that Cisco Unity will allow:
· Always—All messages left by unidentified callers are marked urgent. This may be useful for Sales or Technical Support call handlers.
· Never—Messages left by unidentified calls are never marked urgent.
· Ask Caller for Their Preference—Cisco Unity asks unidentified callers whether to mark their messages urgent.
Cisco Unity plays new urgent messages before other messages.
Default: Never.
Routing Callers by Using One-Key Dialing :-
With one-key dialing, you can offer callers a menu of choices. One-key dialing enables you to designate a single digit to represent a subscriber extension, call handler, interview handler, or directory handler. Instead of entering the full extension, the caller presses a single key.
Callers can 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 way you have set up a one-key dialing menu. These pauses allow callers to press full extension IDs to bypass one-key dialing menus, even during the handler greeting.
You can also lock certain keys to take the caller directly to the action programmed for that key without waiting for an additional key press.
Use the handler greeting to tell callers about the one-key options they have, and whether they are allowed to enter an extension during the greeting.
Creating a Call Management Map :-
When you have considered how your call management plan ought to work, you can create a sketch that shows specifically how the handlers connect to one another. Include a menu of one-key dialing options and all possible navigation choices (such as reaching a call handler by dialing an extension or via a routing rule). You can also include the predefined Cisco Unity call handlers in your plan. See Figure 18-1 for a sample call management map that makes use of the automated attendant.
Figure 18-1 Sample Automated Attend ant Call Management Map
Creating and Modifying Call Routing Rules
Although you cannot modify the predefined routing rules in the Direct Calls and Forwarded Calls call routing tables, you can create additional call routing rules for each call routing table and modify them as needed.
To Create a Call Routing Rule
Step 1 In the Cisco Unity Administrator, for direct calls, go to the Call Management > Call Routing > Direct Calls page. For forwarded calls, go to the Call Management > Call Routing > Forwarded Calls page.
Step 2 Click the Add icon.
Step 3 In the Add a Call Routing Rule dialog box, enter the name of the new rule in the Name field.
Step 4 Click the Add button.
Step 5 Specify the settings for the new call routing rule, as applicable, and then click the Save icon
To Modify a Call Routing Rule
Step 1 In the Cisco Unity Administrator, for direct calls, go to the Call Management > Call Routing > Direct Calls page. For forwarded calls, go to the Call Management > Call Routing > Forwarded Calls page.
Step 2 In the routing table, click the rule that you want to modify.
Step 3 Change settings as applicable in the fields above the table, and then click the Save icon.
Direct Calls and Forwarded Calls Routing Table Settings:-
Call Management > Call Routing > Direct Calls and Forwarded Calls Pages
Rule Name: Enter a rule name. Rule names can be words or numbers. You might want the name to reflect the purpose of the rule (for example, “Sales menu”).
Status :Select one of the following settings:
· Enabled—The routing rule is active and Cisco Unity will acknowledge all settings.
· Disabled—The routing rule is inactive and Cisco Unity ignores all settings within the rule.
Default: Enabled.
Call Type :Click the applicable Call Type, either Internal Calls or External Calls. To have the rule apply to all call types, click Both. Internal calls are from subscribers, and external calls are from unidentified callers.
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Your integration may not support this option.
Default: Both.
Ports (Direct Calls page only) :Enter the port number to have the rule apply to the port on which a call arrives. To set a consecutive range of ports, enter a hyphen between the port numbers (for example, 1-4). To set a list of ports, enter a comma between the ports (for example, 1,2,4). To have the rule apply to calls on all ports, enter * or leave the box blank.
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Default: Blank.
Trunks (Direct Calls page only) Enter the trunk number to have the rule apply to the trunk on which a call arrives. To set a consecutive range of trunks, enter a hyphen between the trunk numbers (for example, 1-4). To set a list of trunks, enter a comma between the trunk numbers (for example, 1,2,4). To have the rule apply to calls on all trunks, enter * or leave the box blank.
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Your integration may not support this option.
Default: Blank.
Forwarding Station (Forwarded Calls page only) Enter the extension (station) to have the rule apply to the extension from which a call was forwarded. To have the rule apply to all extensions, enter * or leave the field blank. The * is a wildcard and can be used alone or with other numbers (for example, enter 2* to route all calls from any extension that begins with 2).
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Your integration may not support this option.
Default: Blank.
Dialed Number (DNIS) :Enter the phone number to have the rule apply to a number that callers dial to reach your organization. To have the rule apply to all numbers dialed, enter * or leave the box blank. The * is a wildcard and can be used alone or with other numbers (for example, enter 800* to control routing of all calls to 800 numbers).
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Your integration may not support this option.
Default: Blank.
Calling Number (ANI) :Enter the phone number to have the rule apply to a phone number from which calls originate. To have the rule apply to all originating phone numbers, enter * or leave the box blank. The * is a wildcard and can be used alone or with other numbers (for example, enter 212* to control routing of all calls from that area code).
When a call matches all settings for the rule, the call is routed as specified in Send Call To.
Your integration may not support this option.
Default: Blank.
Schedule :Select a schedule to apply to this call routing rule. When a call arrives during the standard (open) hours of the selected schedule, and the call matches all other settings for the rule, the call is routed as specified in Send Call To.
To have the rule apply 24 hours a day, seven days a week, click Always.
To have different rules for standard and closed hours, create a rule with a selected schedule, followed by a rule set with Always.
Default: Always.
Language :Select the language to be associated with the call. If you choose Inherited, Cisco Unity determines the language to use on a per-call basis, depending on the handler or routing rule that processed the call. If the language is set to Inherited for every rule and handler that processes a call, then the system prompts are played in the default phone language.
If your organization has purchased additional language licenses, routing rules can also be used to change the language in which Cisco Unity plays system prompts to callers. For example, you could route calls and set the language for the system prompts based on the dialed number, so that different callers can hear identical information but in different languages.
The list of languages shown here is set on the System > Configuration > Phone Languages page.
Default: Inherited.
Send Call To :Select one of the following destinations for a call that matches all settings for the rule:
· Attempt Forward—Forwards the call if the forwarding station belongs to a subscriber. The calling number is used as the ID, and if the extension is found, the call is forwarded to the subscriber greeting. If the extension is not found, the next rule in the routing table is applied to the call information.
· Attempt Sign-In—Sends the call to the subscriber logon conversation, if the calling number belongs to a subscriber. The calling number is used as the ID. If the call is not from a subscriber, the next rule in the routing table is applied to the call information.
· Broadcast Message Administrator—Sends the call to a conversation for sending broadcast messages.
· Call Handler—Sends the call to the call handler that you select.
· Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
· Directory Handler—Sends the call to the directory handler that you select.
· Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
· Hotel Checked Out—When the Cisco Unity Hospitality and Property Management Integration has been installed, this option sends the call to a conversation that allows hotel guests to access archived messages after they have checked out.
· Interview Handler—Sends the call to the interview handler that you select.
· Sign-In—Sends the call to the subscriber logon conversation, which prompts the caller to enter an ID.
· Subscriber—Sends the call to the subscriber that you select.
· Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
Defaults: Attempt Forward for Forwarded Calls, Directory Handler for Direct Calls.
Routing Table :Display only. This setting shows the call routing rules for direct calls or for forwarded calls. The order of the rules is important. Cisco Unity compares a call to each rule in the order specified in the table from the top down until it finds a match. The first rule that matches a call determines where the call is routed.
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