Cisco Unity 7: direct the call to the beep tone for record only

[Doan Khanh Tan Thanh]

I have a scenario like this:

1. Caller call to the call center (UCCE 7.2 system)

2. ICM run a script and forward the call to the skill group

3. There is no available agent from that skill group

4. ICM return a label to route the call to voice mail in order to get the message from the caller. The instruction to leave a message after the beep tone will be played in ICM script.

I want to setup in Unity System that just play a beep tone ONLY and record caller message. After caller press #, the call simply hang up and no more message played. Or caller can hang up the call.

After caller hang up, a MWI will send to supervisor phone and an email will sent to an alias mail group.

Can anyone can help me on that?

Thank you,

Thanh

[Brad Magnani]

Hi,

On the subscribers' configuration page in Web SA, go to the "Messages" menu and for whatever greeting you're using (most likely Standard), change the Source radio button to "Blank" so that it doesn't play any greeting and goes straight to playing the beep.  There are some other options under "After Greeting" like: Do not play the "Record your message at the tone"  prompt, which it sounds like you may want to check based on your design.

Hope that helps,

Brad

[Doan Khanh Tan Thanh]

Hi,

It works for me with the internal call but I don't know why for the external call it again sent directly to Opening Greeting not for the voice mail box. In this case it ask for enter extension...

Can you help me on this?

Thank you,

Thanh

[Brad Magnani]

If it's going to the opening greeting then it means the forwarded digits being passed to Unity do not match any subscriber and/or call handler DTMF Access ID (extension).  You'll want to run the Port Status Monitor (New) tool in the Tools Depot and confirm what digits are actually coming into Unity.

Brad

[Doan Khanh Tan Thanh]

Hi,

I have a CTI Route Point 7777 that forward all to voicemail.

In Unity, I create a new subscriber for extension 7777.

From the other phone, I dial 7777, I can reach the beep tone (yes, this is the mail box).

But when I try to create a ICM script with dialed number is 8888. when caller dialer 8888, ICM script returns 7777 back so the call is now transfered to 7777. 7777 forward all to its voice mail in theory but it did not.

The call is sent to Opening Greeting and ask caller for extension input.

What exactly the problem is?

Thank you,

Thanh

[Brad Magnani · Accepted solution]

I suggested that you'll want to use the above mentioned tool to verify that 7777 is actually being received by Unity.  Until you verify that, then you won't know why it's not working.

[Craig Cooper · Accepted solution]

Unity uses the Original Called Number.   Try setting up an Alternate Extension of 8888 for the Unity voicemail subscriber with extension 7777.

[Doan Khanh Tan Thanh]

Thank you very much.

Yes, it must be the orignal number for voicemail to accept. I change the extension in suscriber to 8888 and it works fine now.

Thanh