Creating a menu in unity connection voicemail

[mightyking]

Hello Unity connection experts,

Someone calls our organization. A call handler offers a menu of few options. The caller choses one of the options and the call is forwarded to the destination. After 4 rings, the call is forwarded to voicemail. Here's what we need:

Once in the voicemail:

1) We need a menu of 2 options. For sales press 1, for support press 2. If the sales agent is not available, the call goes to sales voicemail. Once in the sales mailbox we need another menu with 2 options: 1) For seller 1 press 1, for seller 2 press 2. In case no agent available, the call is sent to the corresponding voicemail.

What is the best way to implement this scenario using Unity Connection?

Thanks,

MK

[Vaijanath Sonvane · Accepted solution]

Hi @mightyking,

First of all, it is not clear whether main number is configured as shared line on devices or hunt group or call queue pilot in CUCM. Anyways, you need to make sure that the call is redirected to Unity Connection after No Answer o Busy. 

In Unity Connection,

1. Create a System Call Handler with two menu options: Option 1 for Sales and Option 2 for Support.
2. Configure option 1 to release calls to CUCM and enter Sales Agent Extension or Hunt Group or Call Queue Pilot (example 5555).
3. Make sure you have a Sales Agent or Hunt Group or Queue Pilot with extension 5555 in CUCM.
4. Make sure that extension 5555 is setup with No Answer or Busy and calls are redirected to Unity Connection. 
5. Create another System Call Handler with extension 5555 in Unity Connection with two menu options: Option 1 for Seller 1 and Option 2 for Seller 2.
6. Configure Option 1 and 2 to release calls to CUCM with appropriate Sales Agent Extensions or Hunt Group or Call Queue Pilots.
7. Configure appropriate voicemail inbox number if calls are not answered. 

You can watch below video on how to setup System Call Handler:

https://www.youtube.com/watch?v=THITwUrUfn8

[Nithin Eluvathingal]

Based on your requirements, it seems like the caller’s experience might be negatively impacted. Currently, the user selects an option from a menu, and the call is forwarded to the agents based on this selection.

However, according to your requirements, If the call isn’t answered, it’s then forwarded to voicemail where  asking the user to enter an option again for leaving a voice message, which may not be the best solution.

However You will be able to achieve your requirement by redirected to another call handler instead of forwarding it to the Voicemail of the agent. From there, the call could be transferred to voicemail based on the selection.

[gownty]

Running a haircut and grooming website has shown me how clear call routing improves customer experience. Like choosing a style—such as a bald taper fade—customers appreciate straightforward options. Routing calls based on intent helps reduce wait times and handle bookings or inquiries efficiently. Your Unity Connection setup aligns well with this approach!

[randy546]

Your comment is exceptionally well-crafted, offering a valuable perspective that seamlessly connects the topic to food services. By drawing insightful parallels to Sonic's efficient customer experience model, it not only enriches the discussion but also highlights actionable strategies that resonate with practical scenarios. A fantastic addition to the conversation!

[williamgrace1133]

Thanks for the detailed explanation, Vaijanath! The step-by-step process for configuring call handlers and ensuring smooth call redirection is super helpful. This setup ensures efficiency and clarity in call management, much like how streamlined processes at Cook Out ensure quick service and satisfaction for customers enjoying their favorites like grilled chicken sandwiches. Appreciate the video link—it’s always great to have a visual guide!