ā11-23-2012 04:21 AM - edited ā03-19-2019 05:54 AM
Hi all,
We want the main number coming into the Org to go to Unity Connection call handler, play a greeting, allowing the user to enter an extension or to hold for an operator. I have created a CTI route point with DN 1000, forwarded all to VM (7000).
On the Unity Connection, I have created a Forwarding Routing for Forwarding Station = 1000, to call handler "Extension Dialling" with extension 1000 assigned, but when a user dials 1000 from their phone, Unity plays the message "Sorry, Extension Dialling is not available. Please..." as if it's going to a mailbox.
Have I configured this incorrectly? Should I get rid of the Extension Dialling system call hander and just use the forwarding routing rule for forwarding station 1000 to "Opening Greeting"?
Thanks
Solved! Go to Solution.
ā11-23-2012 05:27 AM
Hi Sean,
For the new call Handler @ 1000 you need to record and enable a Personal Greeting and
on the Greeting page set;
* | seconds |
The re-prompt and delay are not required, but will give people enough
time to dial accordingly.
Also, if you've set the CTI-RP @ 1000 to forward to Unity Connection
and set the Call handler extension @ 1000 you shouldn't need any Routing rules
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-26-2012 05:49 AM
Hi Sean,
Sorry for the delay here
I wanted to get back to work to be able to test out your second scenario
before comment.
This config would work as well, although I would make sure
to offer the users enough time to enter the desired number
as mentioned previously or most of the calls will end up at the
Operators.
Rather than use the Transfer rule at the last step, I might just use
the Greeting > Callers hear nothing > After greeting action to route
calls to 1001. Just a thought.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-27-2012 06:21 AM
Hi Sean,
You are most welcome my friend
I had assumed that 1001 had a mailbox, and you know what happens
when you assume My BAD!
I've always had to create another Call Handler with the Transfer settings
to go to 1001, just like you nicely noted.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-23-2012 05:27 AM
Hi Sean,
For the new call Handler @ 1000 you need to record and enable a Personal Greeting and
on the Greeting page set;
* | seconds |
The re-prompt and delay are not required, but will give people enough
time to dial accordingly.
Also, if you've set the CTI-RP @ 1000 to forward to Unity Connection
and set the Call handler extension @ 1000 you shouldn't need any Routing rules
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-23-2012 06:12 AM
Thanks Rob.
If I just wanted to use the default Opening Greeting call hander, could I just delete the new call handler and set up a forwarding routing rule for forwarding station 1000 to the "Opening greeting" call handler? This would probably also accomplish what we want to accomplish as we just want to play an opening message, all them to dial the extension, or if they don't dial an extension then to be automatically forwarded to an operator.
ā11-23-2012 06:26 AM
Hi Sean,
Sure you could That would work as well.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-23-2012 07:52 AM
Thanks for your help Rob.
Just one more thing, if we go back to my original scenario, to make sure I have gotten this right. Basically I want all calls coming in to PSTN 1000 to be played the greeting, allow them to enter an extension and if they don't enter one, to go directly to an operator. The hunt pilot number for the operators is 1001:
Does this config seem ok?
Many thanks for your time
Sean
ā11-24-2012 11:40 PM
Thanks Nice Explanation.
ā11-26-2012 05:49 AM
Hi Sean,
Sorry for the delay here
I wanted to get back to work to be able to test out your second scenario
before comment.
This config would work as well, although I would make sure
to offer the users enough time to enter the desired number
as mentioned previously or most of the calls will end up at the
Operators.
Rather than use the Transfer rule at the last step, I might just use
the Greeting > Callers hear nothing > After greeting action to route
calls to 1001. Just a thought.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-26-2012 04:14 PM
Many thanks for your help Rob. This may be a stupid question, but how exactly do I transfer to 1001 from the greetings page? On the Operator standard greetings page, I can choose "caller hears nothing", have ticked the This extension isn't a mailbox user, and I have ticked the box to allow transfers, but can't see anywhere I can actually enter 1001, unless they are in the "user with mailbox" list (which they aren't, as 1001 is a Hunt DN).
Thanks
Sean
ā11-27-2012 06:21 AM
Hi Sean,
You are most welcome my friend
I had assumed that 1001 had a mailbox, and you know what happens
when you assume My BAD!
I've always had to create another Call Handler with the Transfer settings
to go to 1001, just like you nicely noted.
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
ā11-28-2012 06:35 AM
Thanks Rob,
System is now in and all working as expected
ā11-28-2012 07:06 AM
Nice work Sean! Sorry for taking the "long" road from
A to B on this one
Cheers!
Rob
"And if I should fall behind
Wait for me" - Springsteen
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide