Call Handler Settings Overview
Call handlers answer calls, greet callers with recorded prompts and provide them with information and options, route calls, and take messages. They are a basic component of Cisco Unity. Your plan for call handlers can be simple, using only the predefined Cisco Unity call handlers, or you can create an unlimited number of new call handlers. You may want to use call handlers in the following ways:
•As an automated attendant—A call handler can be used in place of a human operator to answer and direct calls by playing greetings and responding to touchtones. The automated attendant can provide a menu of options (for example, “For Sales, press 1; for Service, press 2; for our business hours, press 3.”).
•To offer prerecorded audiotext—A call handler can be used to provide information that customers request frequently (for example, “Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.”).
•As a message recipient—A call handler can be used to take messages for the organization (for example, “All of our customer service representatives are busy. Please state your name, phone number, and account number, and we will return your call as soon as possible.”).
•To transfer calls—A call handler can be used to route callers to a subscriber (for example, after hours, you could transfer calls that come to a technical support call handler directly to the cell phone of the person who is on call), or to another call handler.
To Modify a Call Handler in the Cisco Unity Administrator:-
Step 1In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2Click the Find icon.
Step 3Double-click the call handler that you want to modify.
Step 4Change settings as applicable, and then click the Save icon.
To Create a New Call Handler in the Cisco Unity Administrator:-
Step 1In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2Click the Add icon.
Step 3In the Add a Call Handler dialog box, enter information as applicable in the Name field.
Step 4Select 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 5Click the Add button.
Step 6Enter settings for your new call handler, and then click the Save icon.
Creating and Modifying Directory Handlers:-
You can use the default pre-defined directory handler or any other existing directory handler as a template to create additional directory handlers. Create as many directory handlers as needed to route calls to subscribers by using available filters such as location, class of service, and public distribution list membership.
You can also modify or delete directory handlers; however, note that the default directory handler can be modified, but not deleted.
Subscribers can be listed in more than one directory handler.
Because directory handlers do not have greetings, use call handlers or one-key dialing to route callers to a directory handler, and use the call handler greeting to explain caller options for each directory handler.
To Create a Directory Handler:-
Step 1In the Cisco Unity Administrator, go to any Call Management > Directory Handlers page.
Step 2Click the Add icon.
Step 3In the Add a Directory Handler dialog box, enter information as applicable in the Name field.
Step 4Select New Handler or Based on Existing Handler. If you select Based on Existing Handler, select the applicable directory handler in the Based On field.
If you base a new directory handler on an existing one, all of the settings are copied except for the extension and recorded name. If you select New Handler, the new directory handler is based on the default directory handler.
Step 5Click the Add button.
Step 6Specify the settings for your new directory handler, as applicable, and then click the Save icon.
To Modify a Directory Handler:-
Step 1In the Cisco Unity Administrator, go to any Call Management > Directory Handler page.
Step 2Click the Find icon.
Step 3Double-click the directory handler that you want to modify.
Step 4Change settings as applicable, and then click the Save icon.
To Delete a Directory Handler:-
Step 1In the Cisco Unity Administrator, go to any Call Management > Directory Handler page.
Step 2Click the Find icon.
Step 3Double-click the directory handler that you want to delete.
Step 4Click the Delete icon.
Step 5On the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon.
Step 6In the left pane, under Diagnostic Tools, double-click DbWalker.
Step 7In the Automatic Repairs tab, check the following check boxes, as applicable, to initiate repairs:
•Remove Orphaned Call Handlers
•Delete Empty Private Distribution Lists
•Set Broken User Keys to Ignore
•Remove References to Missing Greeting or Voice Name WAV Files
Step 8In the Logging pane, enter the location for the output log file.
Step 9Click Walk Database.
Step 10Click OK, then click OK again to view the output log to see the errors that were identified and what automatic repairs, if any, were made.
Step 11Click Exit.
Recording Greetings and Names:-
You can record names for subscribers, public distribution lists, private lists, and call handlers (including interview handlers and directory handlers), and greetings for subscribers and call handlers, by using a Media Master control bar on the pages within the Cisco Unity Administrator. In addition, in circumstances when you cannot access the Cisco Unity Administrator, you can access the Cisco Unity Greetings Administrator from any phone to manage greetings for call handlers.
Before you begin recording subscriber and call handler names and greetings, consider the following:
•Who will record the greetings? For example, do you want to hire a professional to record the call handler greetings?
•What will the greetings say? Write detailed scripts for the greetings before beginning to record.
(Note that subscribers can record their own names and personal greetings by accessing the Cisco Unity conversation by phone, or by using a Media Master on the pages within the Cisco Unity Assistant).
Using the Media Master to Record Greetings and Names:-
The Media Master control bar appears on each page of the Cisco Unity Administrator on which recordings can be made.It allows you to make and play recordings, either with a phone or with your computer microphone and speakers, by clicking the Media Master controls.
The Media Master control bar relies on DCOM (Distributed Component Object Model), and does not work through a firewall that blocks DCOM communications. It also requires that your browser is able to download and run ActiveX controls.
Media Master Control Bar
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<!–[if mso & !supportInlineShapes & supportFields]> SHAPE * MERGEFORMAT <![endif]–>
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Media Master Control Bar Options Menu
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Option |
Meaning |
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New |
Use this option to start a new recording. |
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Paste |
Paste a copied recording of a voice message, name, or greeting into this recording. |
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Paste from file |
Paste a WAV file that you have stored on your computer into this recording. Note that when you do, the file is converted (if applicable) and saved on the Cisco Unity server in the G711 format—even when this is not the recording and storage codec specified for the Cisco Unity server. (For consistent sound quality, the codec format of all greetings and recorded names should match the message recording and storage codec being used by Cisco Unity. You can view the codec format of greetings and recorded names by using the Codec Checker utility. You change the codec format for greetings and recorded names by using the Set WAV Format utility. Both utilities are available in the Cisco Unity Tools Depot.) |
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Copy |
Copy this recording so that you can paste it into another voice message, name, or greeting recording. |
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Copy to file |
Save this recording as a WAV file to a location that you specify. |
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Playback devices |
Select the phone or the multimedia speakers used with your computer. If you select the phone, you must click Options on the Media Master Control Bar Options menu and enter an extension and server name. |
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Recording devices |
Select the phone or the multimedia microphone used with your computer. Note that if you select the phone, you must click Options on the Media Master Control Bar Options menu and enter an extension and server name. |
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Options |
Enter an extension and the Cisco Unity server name here when you want to use the phone as the playback and recording device for the Media Master. |
Selecting a Recording and Playback Device:-
Step 1Go to any Media Master control bar in the Cisco Unity Administrator.
Step 2From the Options menu, click Playback Devices. (The Options menu button is on the far left of the Media Master control bar.)
Step 3Select the device that you want to use from the list.
The <Use Preferred Device> option refers to the recording and playback devices that you have already selected for your computer (click Settings > Control Panel > Sounds and Multimedia on the Windows Start menu to set your preferred devices). See the Windows Help for more information on preferred recording and playback devices.
Step 4From the Options menu, click Recording Devices, and repeat Step 3.
To Use the Cisco Unity Greetings Administrator to Manage Call Handler Greetings:-
Step 1 On the phone, dial the phone number for access to the Cisco Unity Greetings Administrator.
Step 2 At the prompt, enter the ID of the call handler owner, and press #.
Step 3 At the prompt, enter the password of the call handler owner, and press #.
Step 4 At the prompt, enter the extension of the call handler.
Step 5 Follow the Cisco Unity conversation to toggle between the alternate and standard call handler greetings,or to record the call handler greeting.
Toggle between greetings Press 1.
Record the greeting Press 2.
Changing Call Transfer Options:-
This section contains two procedures. Do the applicable procedure to change your call transfer settings by phone (when using standard or Optional conversation 1 styles) or from the Cisco Unity Assistant.
To Change Call Transfer Settings by Phone (Standard and Optional Conversation 1 Styles):-
Step 1Log on to Cisco Unity.
Step 2Press 4 4.
Step 3After Cisco Unity announces your current call transfer settings, use the following keys to change them.
To Change Call Transfer Settings from the Cisco Unity Assistant:- Step 1In the Cisco Unity Assistant, on the Preferences menu, click Transfer and Screening. Step 2In the Transfer Calls To field, choose whether to transfer calls to your extension, or another number, or transfer calls directly to voice mail: •To transfer calls to your extension, click Extension <Your Extension>. •To transfer calls to another number, click the radio button for the unlabeled box, then enter a transfer number. (To transfer calls to an external phone number, such as a home or cell phone, contact your Cisco Unity administrator.) •To transfer calls directly to voice mail, click My Personal Greeting. (NoteAs a convenience, you can edit the transfer number in the unlabeled box even when you have specified that Cisco Unity transfers calls to your extension or sent to voice mail. Cisco Unity will transfer calls to the number in the box only if you also click the radio button adjacent to it). Step 3If you choose to transfer calls to your extension, in the If My Extension Is Busy list, choose how you want Cisco Unity to handle calls when your phone is busy. Step 4Click Save. Changing Caller Message Options:- Caller message options allow you to choose what callers can do when they leave messages for you. Cisco Unity provides the following options:
You can change your caller message options only from the Cisco Unity Assistant, not by phone.
To Change Caller Message Options:- Step 1In the Cisco Unity Assistant, on the Preferences menu, click Transfer and Screening. Step 2Check or uncheck one or both of the Listen To And Re-Record The Message and Mark The Message As Urgent check boxes. Step 3Click Save.
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