Dispatch Messaging with Unity Connection

[Anil Verma]

What are Dispatch Messages?
Dispatch Messages are messages that are send to a distribution list, configured such that only one user in the group needs to act on the message. When listening to a dispatch message, users are given the option to accept, postpone, or decline the message.

Dispatch messaging is useful in situations where a team is available to respond to issues, but only one member of the team needs to respond. For example, an IT department may want to set up a call handler to take messages from employees who need assistance, and then send the messages as dispatch messages to a distribution list comprised of IT department staff. All of the members of the distribution list receive a copy of each message. Team members can then decide whether to accept or decline a message; declined messages are then picked up by other team members.

How are Dispatch messages handled?
Dispatch messages are handled as follows:

• If a user chooses to accept the message, all other copies of the message are removed from the mailboxes of the other members of the distribution list, regardless of whether the other users have listened to and postponed the message.
• If a user chooses to postpone the message, it remains as an unread message in the mailbox of that user and in the mailboxes of the other members of the distribution list.
• If the user chooses to decline the message, it is removed from the mailbox of that user, but copies of the message remain as unread in the mailboxes of the other members of the distribution list.
• If there is only one copy of the dispatch message remaining, and no user has yet chosen to accept the message, the final user whose mailbox it is in must accept it. That user is not given the option to decline the message.

How to Setup Dispatch Messages via the System Admin?

Dispatch messages can be sent to a distribution list from either a call handler or interview handler.

To Configure Messages Left for a Call Handler -

1. In Cisco Unity Connection Administration, expand Call Management, then select System Call Handlers.
2. On the Search Call Handlers page, in the System Call Handlers table, select the display name of the applicable call handler.
3. On the Edit Call Handler Basics page, on the Edit menu, select Message Settings.
4. On the Edit Message Settings page, under Message Recipient, select a distribution list as the recipient and check the Mark for Dispatch Delivery check box.
5. Select Save.

To Configure Message Left for an Interview Handler -

1. In Cisco Unity Connection Administration, expand Call Management, then select Interview Handlers.
2. On the Search Interview Handlers page, in the Interview Handlers table, select the display name of the applicable interview handler.
3. On the Edit Interview Handler Basics page, under Recipient, select a distribution list as the recipient and check the Mark for Dispatch Delivery check box.
4. Select Save.

How to setup Dispatch Messages via the REST API?

Yes this can be done by using the CUPI API to set the flags on the Call Handler or Interview Handler.

How can Users Consume Dispatch Messages.

The phone interface is the only supported interface for dispatch messages that come pre built with Cisco Unity Connection.

Customers can create Cisco Unity Connection Messaging Interface (CUMI) clients that can consume the dispatch messages. For more details refers here -

http://docwiki.cisco.com/wiki/Cisco_Unity_Connection_Messaging_Interface_CUMI_API_—_Dispatch_Message_Operations

Dispatch Messaging Limitations and Behavioral Notes

http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsag170.html#wp1096377

Links for more information -

Setting up Unity Connection 8.x Server for Dispatch Messages - http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/administration/guide/8xcucsag170.html#wp1096331

How Users Manage Dispatch Messages - http://www.cisco.com/en/US/docs/voice_ip_comm/connection/8x/user/guide/phone/8xcucugphone_chapter6.html

Training Video about setting up dispatch Messaging - http://ciscounitytools.com/Training/Connection/CUC7_01.html