After hours call routing problem with Call Manager??

[tcekada]

Our office wants all outside calls to be answered by a live human operator during the day. At 5:00 PM we want all calls go to a voicemail box with an option to dial out to our after hours answering service if a customer has an emergency. We are running Call Manager 4.12 and have Unity 4.04. Again during the day we have all calls coming into our main number through CCM and going to the receptionist. All we want to do is be able to route those calls coming into the main number after 5:00 PM to a voicemail menu or essentially switch the phone system to after hours mode. We opened a case with TAC on this and they seemed stumped as to how to make this work. This is something that Simple key systems seem to be able to do easily. Does anyone know of any articles which explain exactly how to set this up in CCM and/or Unity or have any thoughts.

Thanks in advance,

Tony

[Ginger Dillon]

Hi Tony -

Here's a link to Cisco's CCM 4.1(2) time of day routing - http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00802e068b.html#wp1033561

We haven't experimented with it yet, we have 4.1(2) running on a test cluster so far with a 4.0 cluster in production with Unity 4.0(4)SR1. This is how you can do it in CCM and Unity - Create a CTI route point in CCM that forwards all the DN to Unity. Create a Unity Call handler with that DN and set the schedule for Weekdays (or another schedule you have created). Allow caller input and tell the caller in the recorded greeting what number to press to reach your receptionist. In the Caller Input section, code the number you want the caller to press to attempt transfer for your receptionist (rings her phone instead of goes directly to greeting). Then record a CLOSED greeting. This greeting will play anytime your schedule is not in affect, i.e. Saturdays and Sundays, Monday - Fri after 5PM and before 8 AM if you select Weekdays. You can even give the caller options in the Closed greeting to leave an after hours voice message that gets routed to your receptionist so he/she will have it in the morning. Another couple of docs that are really good:

http://www.cisco.com/en/US/customer/products/sw/voicesw/ps2237/products_administration_guide_chapter09186a008022d215.html

http://www.ciscounitytools.com/Applications/Audio%20Text%20Applications%20in%20Unity.doc

Regards,

Ginger

[tcekada]

Thanks for responding Ginger.

Tony