Caller Input - "Ignore key" isn't ignored

[hprudhomme]

Running Unity 2.4.6.135. The "ignore key" setting under Caller Input should have the following action per the Unity v2.4 System Admin Guide: "Ignore Key - No Action taken. Unity plays the greeting uninterrupted, then performs the after-greeting action."<br><br>Instead of performing as stated above, pressing a key that should be ignored sends the caller off to the Unity Opening Greeting where they can dial an extension or talk to the operator.<br><br>Is this a bug or don't I have something setup correctly?<br><br>

[#2]

you need to "lock" the key if you want Unity to ignore it. By default Unity is looking to see if you're dialing an extension (i.e. waiting to see if you're going to enter more digits). It has to stop the greeting for this.

if you "lock" the key, Unity will take immediate action on that key and not wait. If you lock it and set it to ignore, we will immediately throw the key away and not stop the greeting.


Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[hprudhomme]

OK. I locked the key (3 key because I don't want caller to dial any 3xxx extensions) and saved the change. But it doesn't seem to have had any effect. Still when I press 3 during the greeting the system say it doesn't recognize that as a valid entry and transfers me to the "Hello Unity Messaging System. From a touch tone phone..."

[#4]

I did find the bug number on this... it does look like it's broke in 2.4.6-land:

CSCae03157



Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)

[hprudhomme]

Thanks. Unfortunately when I check the Cisco Bug Tool I can't view the bug. I get the following. But based on your early post it sounds like upgrade to Unity 3.0(x) is the solution.

Sorry -- The defect you have requested CSCae03157 cannot be displayed.
This may be due to one or more of the following:

The defect number does not exist.
The defect does not have a customer-visible description available yet.
The defect has been marked Cisco Confidential.

[#6]

hmmm... it could be a bug in that version, I don't know. I just tried this on my 2.4.6 102 box and my 3.0(3) box and it works fine in both cases. I'll have to check around in DDTS to see if this got broken somehow or another along the way and I wasn't aware of it.

Jeff Lindborg
Unity Product Architect/Answer Monkey
Cisco Systems
lindborg@cisco.com
http://www.AnswerMonkey.net (new page for Unity support tools and scripts)