Internal/External Opening Greeting

[admin_2]

When I have the opening greeting set to turn on from Internal devices and I hit the messages button on a specific DN I get the opening greeting instead of the individual greeting but my incoming calls work correctly.<br><br>When I have the opening greeting set to turn on from external devices the opening greeting doesn't come on but the individual DN's can press the messages button and get their voice mail box.<br><br>I have the VG200 gateway translating the incoming phone number to the Voice mail port.<br><br>Any Ideas<br><br>Thanks<br><br>Greg<br><br><br><br>

[#2]

Boy... I'm having a really hard time understanding what you're trying to do here.

The openeing greeting doesn't have any affect on if we log you in as a subscriber when you dial into Unity directly. That's handled by the routing rules further up stream. You'll only get to the opening greeting if the Attempt Sign In conversation fails to log you in as a subscriber (which will happen if the calling number is not found as a subscriber ID in the system).

Activating or deactivating the internal greeting on the opening greeting call handler has no effect on this.

do you mean you're editing/moving call routing rules around trying to get something to work? Can you spell out in some more detail about what you're configuring and what it is you want to have happen here?

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

[#3]

In the call routing tab, when I set the opening greeting call type to External the internal phones go into sign in, when you press messages like they should. The phones dialing in from the outside get a no operator available message instead of the opening greeting.

When I set the opening greeting call type to internal or both all phones get the opening greeting. Even the internal phones when you press the messages button.

I should be able to set the opening greeting to external. It seems like the Unity server is seeing the external calls the same as the internal calls.

Hope this clears things up..

Thanks

Greg

[#4]

OK, so you're fiddling with the routing rules, that helps.
It sounds like you have created a new routing rule to send calls to the opening greeting that is being evaluated before the Attempt SignIn rule on the direct calls list, which should not be necessary and is probably at the root of your poblem.

By default in the Direct Calls rules list you have 3 rules in this order:

1. Live Record (only a few switches support this)
2. Attempt Sign In
3. Default Call Handler.

when a direct call (as opposed to a forwarded call) comes in we evaluate it against those rules in order. the Attempt Sign In rule gets triggered before the default call handler (i.e. the guy that sends the call to the opening greeting). this guy looks at the calling number and if it's the ID of a subscriber it goes ahead and sends you to the subscriber sign in conversation.

the default call handler rule only gets evaluated AFTER it's determined that the calling number is not a subscriber. The only way you could be getting shuffled off to the opening greeting based on toggling the internal/external call flag on the default call handler rule is if you've added another rule above the Attempt Sign In Rule or the like (you cannot move the default call handler rule, it's anchored at the bottom of both the direct and forwarded call rules).

Either that or someone has changed something in the low level routing rules with the Rule Editor and the rule order is hosed up...

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

[#5]

That fixed the problem.. Thanks

[dgoswick]

Hello,

My 'Attempt Forward to Greeting' rule in the Forwarded calls routing table seems to have stopped working. I added a duplicate rule above it and everything is working fine now. However, the symptom I was having was that calls from IP phone to IP phone were being answered by Unity, "Please enter you password" instead of the users greeting. Calls originating from a non-Unity member were answered correctly.

How can I fix this issue other than the workaround I now have in place?


AVP/I.T. Director
The Bankers Bank

[#7]

Did you get this fixed - I am having the sme issue..calls from one extension to another are prompted for sign in password when the intent is to leave a message, not retrieve a message...external calls work fine