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Auto Attendant - Cisco Unified Communications 500 Series - Cisco Smart Business Communication Systems
The UC520 leverages Cisco Unity Express software to provide Auto Attendant(AA) services. The standard automated attendant services provided with Cisco Unity Express simplify self-service for callers by allowing them to quickly reach the right person without the assistance of an operator 24 hours a day, 7 days per week, with the option to return to an operator at any time when greater assistance is needed.
Each AA service consists of prompts and scripts. The AA Prompt plays prerecorded greetings for incoming calls. The AA gives callers options to specify their choices and based on caller inputs, performs tasks for the incoming call. The AA Script is responsible for receiving input, making decisions, and performing tasks.
The UC500 supports the following capacities for Auto Attendant(AA)services:
5 AA services per system
With CUE 2.3, the prompt limit is 2 minutes per prompt and 25 prompts per language
With CUE 3.0, the prompt size limitation is increased to 60 minutes. You can have any number of prompts as long as the total size of the prompts is less than 60 minutes.
The default Automated Attendant service, provided with Cisco Unity Express, includes a welcome prompt followed by an option to search the local directory using either the dial-by-name feature or the dial-by-extension feature.
Two additional AA scripts have been introduced in the UC500 software bundles: AA_transfer.aef (included in UC500 software bundle release 4.2.1 and later) AA_SBCS_v01.aef (included in UC500 software bundle release 4.2.5 and later)
Features included in AA_transfer.aef: a) Opening Greeting prompt, welcomes the caller and guides him through the available options b) Collect user input from 0-9 c) For each user input define a call transfer destination. This destination could be an internal extension, a hunt-group, voicemail, or an external phone number
Features included in AA_SBCS_v01.aef: a) Time of the day routing - different call handling for business hours and after hours b) Business hour greeting prompt, welcomes the caller and guides him through the available options c) After hour greeting prompt, welcomes the caller and guides him through the available options d) Collect user input during Business hours - options 0-9,*,# e) Collect user input during After hour - options 0-9,*,# f) Dial-by-extension-anytime - can be switched ON/OFF g) Dial-by-name - can be trigger by specifying the dial-by-name-digit parameter h) For each user input define a call transfer destination. This destination could be an internal extension, a hunt-group, voicemail, or an external phone number
Can the UC 500 support multi-language as in press 1 for English 2 for Spanish?
This can be supported Outside of CCA. For Auto Attendant, you can possibly use 2 different scripts to handle prompts in 2 different languages. Have a main script that will take user input for English/Spanish (1 or 2) and then based on user input, forward the call to the script with prompts recorded in appropriate language. CUE supports up to a maximum of 5 scripts. So, this may not scale too well if you have more than 2 languages.
Is multi-tenant support available through Auto Attendant?
Is it possible to set up an AA for company 1 when a call come into their main number and a different AA for company 2 when a call comes into a different phone number? This can be supported Outside of CCA by using CUE GUI and IOS/CME CLI. You will need to configure 2 different Auto Attendants (AA) with two different triggers (or callin numbers). The incoming calls need to have Direct-inward-dial (DID) enabled. You can then point one of the DIDs to the first AA and the other DID to the second AA. One limitation of multi-tenant support is having different directories for the two companies. There will not be any way to distinguish the employees between the two companies.
I want my calls to go to operators during normal working hours and to Auto Attendant during after hours. How can this be done?
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