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AMA-CUCM Troubleshooting: Best Practices for Reading Trace Files

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AA using Unity Connection 8.0 and CCM 8.0 : Postconfig Question.

Dear Networkers,

We configured Auto Attendant using Cisco Unity Connection 8.0 and CCM 8.0.

I do have two questions :

1- When some one calls the Callhandler configured for AA, the operator can dial only extensions for users who are configured with voice mail boxes (licensed users). Can't we configure the operator to compose any extension configured on CCM? If yes can you please explain what should be done further?

2- If the caller do not now the extension of his attenant when calling AA, how can we redirect the call to the operator?

Thanks in advance.

Best Regards.

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Re: AA using Unity Connection 8.0 and CCM 8.0 : Postconfig Quest

When some one calls the Callhandler configured for AA, the operator can dial only extensions for users who are configured with voice mail boxes (licensed users). Can't we configure the operator to compose any extension configured on CCM? If yes can you please explain what should be done further?

Yes, this is done by checking the "Allow Transfers to Numbers Not Associated with Users  or Call Handlers" box under Greetings on the Call Handler. Alternatively, you may want to consider using the System Transfer conversation depending on the use case.

If the caller do not now the extension of his attenant when calling AA, how can we redirect the call to the operator?

Tell the caller to press zero for the operator in the greeting seems easy enough. Alternatively there is the Directory Handler where they can search by name. If you enable ASR for the Directory Handler (known as Speech Connect) you will need an extra Speech Connect Guest license to add the otherwise unlicensed users to the corporate directory.

Participant

Re: AA using Unity Connection 8.0 and CCM 8.0 : Postconfig Quest

Dear Jon,

Thanks for your reply.

1- I checked the "Allow Transfers to Numbers Not Associated with Users or Call Handlers" box under Greetings on the Call Handler, but still it does not transfer calls to persons who are not imported on Unity Connection. Any ideas ?

2- For my second request: if the caller does not know the user extension, and after pressing "9", what further configuration (CCM/UCXN) should be done so that the call is transferred to the Operator?

Thanks in advance.

Bestr Regards

Re: AA using Unity Connection 8.0 and CCM 8.0 : Postconfig Quest

  1. Is the entered pattern in a partition that is included in the CSS on the Unity Trunk or ports within CUCM?
    Is the entered pattern being blocked by the Restriction Tables within Unity Connection administration?
  2. Use the Call Action Attempt Transfer to Alternate Contact Number and enter the desired destination in the Extension field. Alternatively, you can choose Call Handler, Attempt Transfer, and set the Transfer Rules for that handler to route to the desired destination.
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