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.