topic Re: Unity Connection - Dial by Extension in Collaboration Applications

Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 01:55:50 GMT

I'm looking to create a dial by extension call handler in Unity Connection. I know how to build a system call handler capable of transferring to different extensions after pressing a keypad digit defined under caller input, but I am trying to create a call handler that does the following:

1. User dial a company DID.
2. Greeting says: "Please enter an extension followed by the # sign."
3. Unity transfers the call to CUCM and the directory number.

Is this possible in Unity Connection or do I need to deploy UCCX for this?

Re: Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 02:14:46 GMT

For reference, the extensions being dialed are not users configured in Unity Connection.

Re: Unity Connection - Dial by Extension

Brad Magnani — Wed, 04 Dec 2024 04:09:49 GMT

Hi @C_Noble,

When creating the call handler just check the "Allow Transfers to Numbers Not Associated with Users or Call Handlers " box on your greeting of choice (Standard, Closed, Alternate, etc.):

This will allow callers to transfer to extensions that are not assigned to other users or call handlers. Unity Connection attempts a release transfer as long as the number entered by the caller is allowed by the Default System Transfer restriction table.

Brad

Re: Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 13:14:41 GMT

Right, but will Unity accept user input of a four digit extension followed by the pound sign? I don't see any indication in Unity that allows for this. I checked the directory handler settings as well, but that appears to just be dial by name.

Re: Unity Connection - Dial by Extension

Maren Mahoney — Wed, 04 Dec 2024 15:05:30 GMT

Use a Direct Call Routing Rule in CUC which is accessed with a pilot number in CUCM, that sends callers to the "Caller System Transfer" Conversation. Depending on the Restriction Table, callers can dial back to CUCM or even to a PSTN destination. What they can dial will be determined by the Restriction Table.

I had a military client use this method to allow family members to dial the pilot number, and the Conversation allowed them to then dial the number of their servicemember overseas.

Maren

Re: Unity Connection - Dial by Extension

Brad Magnani — Wed, 04 Dec 2024 16:38:46 GMT

Yes, System Call Handlers have the built-in logic to accept input during greetings (this is why the setting is enabled under each individual greeting types). Directory handlers are not what you're looking for.

Re: Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 22:09:45 GMT

This seems to be what I am looking for.

I configured the above, but I am having difficulty getting either a CTI Route Point (with forward all to voicemail) or a Hunt Pilot (with "For Voice Mail Usage" box checked.) to reach the rule. I keep hitting the opening greeting instead of the conversation handler. Is it because of the routing rule priority? I know there are is an order of precedence related to those. I removed the rules for the time being so as to not impact my voicemail system.

Re: Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 22:19:43 GMT

I got it to work now. I just added a route pattern and sent it downt he SIP trunk to CUC. Looking for the restriction tables now.....

Re: Unity Connection - Dial by Extension

C_Noble — Wed, 04 Dec 2024 23:28:08 GMT

Thank you so much for the help on this. You saved me a ton of time. Happy Holidays!

Re: Unity Connection - Dial by Extension

Maren Mahoney — Thu, 05 Dec 2024 15:11:55 GMT

I'm glad you got it figured out!

(Leave the following information for folks reading this thread later on.)

The Hunt Pilot method of sending calls to VM is only for SCCP integrations, and that scenario is the only time the "For Voice Mail Usage" checkbox is checked.

If you have a SIP integration you can make a copy of the Route Pattern that is your VM Pilot, and configure the new Route Pattern with the pilot for the feature. Then the Direct Call Routing Rule would capture the new pilot number and send the callers to the feature.

A CTI Route Point could be used with your pilot number, but then you'd need to use a Forwarded Call Routing Rule rather than a Direct Call Routing Rule. This method could be used with either a SCCP or SIP integration.

Maren