2 Opening greetings in CUC.

[Ritesh Desai]

Hi folks,

Can I have 2 Opening Greetings in Cisco Unity Connection? If Yes, how can I?  Even am trying to play custom recording but it goes to Operator and customized recording not played.

Please suggest.

regards,

Ritesh Desai.

[Wilson Samuel]

Hi Ritesh,

Could you please elaborate a bit more, what you mean by 2 Opening Greetings?

Is it about a Standard Greeting for a Sys Call Handler or any Voicemail Box's Std Greeting?

Regards

[Ritesh Desai]

Dear Wilson,

Any methodology would be fine. I want to achieve specific callers to play specific message. I have 2 types of callers who call.

regards,

Ritesh Desai.

[Wilson Samuel]

Ok, so you mean there are two types of callers and both should get different types of Greetings?

How are these callers differentiated?

a. Calling Time

b. Calling Number

c. Called Number

Regards

[Ritesh Desai]

Dear Wilson,

Appreciate your interest shown.

From above, all 3 are same. Am worried how shall I build Call Routing in Voicemail so system can play specific prompts.

I have 3 country process running. But each country has 2 different greetings to be played so here calling no, called no and timezone. Thinking by which parameter decision can we do in call routing.

regards,

Ritesh Desai.

[Ritesh Desai]

so you mean there are two types of callers and both should get different types of Greetings?

Yes...

Basically, my flow is like 

PSTN > VG > CVP > ICM > CUCM > CUC.

Presently, caller can hear Operator message of Unity Connection.

regards,

Ritesh Desai.

[Wilson Samuel]

Hi,

Thanks for the info, but I am still bit perplexed by it. Could you please give us bit more specifics with an example?

I think it is relatively simple, but I want to be very sure to understand that we are on the same platform before I try to explain any possible solution.

Regards

[Ritesh Desai]

Hey Wilson,

I have 13  where agent belongs to. When customer calls CC, during non-production hours and when agents are busy, call will route to Voicemail using dynamic label.

Extension to extension voice greetings works partially fine.

Eg: Dialling VM pilot no: 5992 it asks for PIN and plays messages. If I dial 5990 VM Pilot no it dials 5992. CSS, partition is same. Phone system and Port group remains same.

For 13 skills I have configured 13 hunt pilot no's and assigned to port groups in voicemail.

Out of 13 SG's includes 2 type of departments whose Welcome greeting is different.

I want to achieve is play welcome message, Take message and hangup.

hope it clarified...

regards,

Ritesh Desai.

[Wilson Samuel]

Hi Ritesh,

Unfortunately, I am still not clear, what is the desired end results.

What I do understand is that you have a Contact Center (using UCXN) and whenever someone calls to the Main Number it gets routed to UCXN

So e.g. if your Main Number is 781-555-2100 What happens, when someone calls that number?

781-555-2100 >> Hits the CTI RP of 2100 > Txfr to Voicemail > Hits System Call Handler with Ext. 2100 > Plays the standard Greeting ??? 

Is this what the current topology is ?

[Ritesh Desai]

Hi Wilson,

Reached with TAC team and they suggested CTI RP is not needed. On inbound trunk assigned right CSS. Voicemail hunt pilots and voicemail profile is configured under Advanced features > Voicemail pilot and Voicemail profile. This is SIP Integration.

Call successfully transfers from ICM to Cisco Unity. I can hear the welcome prompt. Now, I want to enable 2 greetings to be played for 2 different customers.

regards,

Ritesh Desai.

[Wilson Samuel]

oh yes, dont really need a CTI RP.

Call successfully transfers from ICM to Cisco Unity. I can hear the welcome prompt. Now, I want to enable 2 greetings to be played for 2 different customers. >>

Can be done using  by playing the following standard message

e.g. For English Press 1

       For Spanish Press 2

Then, if the users presses 1, the user is taken to a voicemailbox that plays the desired Standard Greeting and is allowed to Leave a VM. Same for the option 2

I think that should be the easiest, else there are Rules (Transfer Rules) and may be able to achieve a similar result based on Calling Number etc

HTH

[Ritesh Desai]

Hey Wilson,

Thanks for reply. Sorry in delayed response...

Again I contacted TAC and he said CTI RP is required. CUC is not receiving Redirecting ID from CUCM when traced in Remote Port Status Monitor application. So, he looked and suggested to route calls using CTI RP not by voicemail hunt pilot. On CUC, created call handlers and assigned to the voicemail users. Call routes to VM box of agent.

BUT, i got one more problem. lets say...,

I have 2 extensions 6003 and 7023. Both extensions has different VM profiles 6003 and 7023. When 6003 leaves a voice message to 7023, 7023 receives MWI on the phone. Now here is the problem.

Extn 6003 hunt pilot no: 5992

Extn 7023 hunt pilot no: 5990

1. To listen to VM messages, 7023 dials hunt pilot no 5990. IP Communicator shows 5992.

2. To listen to VM messages, 7023 presses Message button on IP Communicator. IP Communicator shows 5992.

So, I should see 7023 user hunt Pilot No 5990 on IP Communicator. WEIRD thing is I hear CORRECT VM messages.

Where should I go in CUCM to display correct VM hunt pilot no.

thanks & regards,

Ritesh Desai