Cisco Unity Connection and CUCM Auto Attendant help

[justinlee21]

I have a scenario where I am pretty much transposing an existing auto attendant in Avaya IP Office over to their new Cisco Unity/CUCM setup. I think I generally understand Call Handlers, which seem to do the bulk of the work, but I am having an issue with transferring to an extension based upon caller input. I think the way it would work is to transfer them to the directory handler, where they would then enter their desired extension, but with this particular setup, that won't work.

Each user has a voicemail prompt in two languages. Ideally, the way I had planned on doing this was to have a system handler ask them which language they wanted, then transfer down to one of the other 2 system handlers below them (one per each language). It would then take the callers input and gather the 4 digit extension they wanted to goto and transfer down to a third system handler which greeted them with that extensions appropriate voicemail recording for the language they initially chose. After the greeting it would then transfer to that user's voicemail (with no additional prompts).

Is this kind of setup possible in CUC and CUCM?

[Chris Deren]

Directory Handler is only needed if you need to allow caller to spell the name of the user.

Call Handlers allow entering any number of digits during the prompt and route to CUCM based on the collected number, by default if the entered extension does not belong to a voicemail user the call will be denied, to alleviate this you can simply check the "Allow Transfers to Numbers Not Associated with Users or Call Handlers" checkbox on the Greeting settings of the call handler.

The setup you are asking for is definitely possible in UCXN, you simply point one call handler to next to build the desired tree.

HTH,

Chris

[justinlee21]

Okay, I understand how the system handler takes the numbers for the caller and then sends them over to CUCM to deliver the call, but what about the caller entering the numbers and keeping them within CUC to use in the next call handler?

If the caller selected language 2, then the next call handler will ask for the extension they'd like, which would then take the extension the caller entered and take it to a third and final call handler that greets them with that users language 2 greeting and then transfers to the voicemail after the greeting. The issue I'm having is extracting the the extension dialed, and only using that as a variable to move to the next handler. I know this would make my overall auto attendant huge, handler wise, but it's the only way I've come up with to have multiple voicemail greetings.

[Chris Deren]

There is not way to store the previously collected digits and use them in another call handler, you would need contact center solution such as UCCX to do that.

Chris