Unity Connection Call Handler Rings

[Phil Bradley]

Hello All. Is there a way to add rings before a system call handler picks up in unity connection? We are running version 8.6 and when a caller dials the call handler extension it immediately starts playing the greeting without the caller hearing rings.

Thanks!

[Rob Huffman]

Hi Phil,

I've done this in the past using a CTI -RP in CUCM with the

Call Handler extension/DN and leveraging the Forward No Answer

rather than using Forward All (on the CTI-RP DN config page)

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

Thanks for the response Rob. For some reason the CTI-RP is not registering with unity connection. I notice that I have to have Forward Unregistered Internal/External checked for unity to pick the call up. It just rings busy if I have forward no answer by itself checked. I assume the no answer ring duration only applies to the forward no answer.

[Rob Huffman]

Hi Phil,

You won't see the CTI-RP's as registered so that part is cool. I would check

the CSS(s) for the forwarding anomolies. You should be able to use Forward all

and Forward No Answer without issue.

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

Ok, for some reason the forward no answer just gives a busy. I checked the CSS for the No Answer and it is using the same one that my other DN's and Forward Unregistered are using. The only way I can get it to route to unity is with the Forward unregistered checkboxes checked.

[Rob Huffman]

Hi Phil,

When you get a window, can you try deleting the CTI-RP

and deleting the DN from the Unassigned DN's via the Route Plan

Report page and then rebuilding the CTI-RP. Make sure to pay special

attention to the Partition/CSS and then retest.

I have looked for any bugs related to this type of issue and have

come up empty. Are both Connection and CUCM @ 8.6?

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

I will give that a try and see what happens.

Yes, both CUCM and UC are 8.6. This is the Business Edition so both are on the same server.

[Phil Bradley]

I just did delete the CTI-RP and unassigned DN but still have the same issue. As soon as I check Forward Unregistered the route point will go to the call handler and greeting.

[Rob Huffman]

Hi Phil,

Maybe the CTI-RP works differently in Business Edition?? I

can't vefiry this as we don't run it

In BE can you go to Call Routing> Directory Number and create the DN

directly? It's another method to route calls where you might be able to

use the forward no answer. Or create a "dummy" phone with the DN

and use the forward no answer.

Just trying to think of different options.

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

Hello Rob,

I believe the only difference between BE and CM is that I cannot have a subscriber with BE edition. Other than that the software I believe is the same.

I did orginially create the DN like you mentioned above and it still requires the Forward Unregistered to be checked. Also, I tried to create the "dummy phone" and it just rings busy too.

Thanks for all of the suggestions.

[Rob Huffman]

Hi Phil,

Something doesn't add up here at all. These are all valid

ways to route calls via forward no answer forward all etc.

It's got to be a CSS/Partition issue I far as I can tell. I'm stumped

other than that my friend

Does your phone Forward No Answer to voicemail work? If so, can

you try with the exact same CSS/Partition set on the CTI-RP forward

settings.

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

Hello Rob,

Yes, my phone does work with forward no answer and is in the same partition/CSS as the CTI-RP and DN that I created. The only thing that I notice is that the status of the route point is unknown which I believe you said is normal. However, since the DN/CTI-RP is not registered to anything would this maybe force the DN to use Forward Unregistered and bypass the Forward No Answer? I would also assume since the call handler picks up when I have the Forward Unregistered checked that the CSS/Partition must be correct. This is the same one that I am using on the no answer option.

Thanks!

[Rob Huffman · Accepted solution]

Hey Phil,

Well I'm stumped (no surprise )

But I did come up with a work around if you

are interested. I am attaching a ringback.wav

file that I used on a front end call handler greeting

(using reprompt caller = 3 time between reprompts = 2)

I then used the after greeting action to route to the required

call handler.

So I called 8567 which is now call handler #1 it plays the 4 rings

and then transfers (directly to greeting) to the actual informational

call handler @ 6198 using the after greeting action on 8567.

Cheers!

Rob

"Spend your life waiting,
for a moment that just don't come,
Well, don't waste your time waiting" 

-Springsteen

[Phil Bradley]

Maybe this is a bug and not that you are stumped :).

I like your concept of adding the ring wave file to a call handler and then passing it on to the message call handler. I will give this a try and report back.

Awesome idea!

Thanks,
Phil

Sent from Cisco Technical Support iPad App

[Phil Bradley]

I just tested this and it does exactly as you said. Thanks for your workaround and time!

I may open up a TAC case to see if they can look into this and will post back if they come up with anything.

Thanks again,

Phil