CUCM to Unity Connection AA

[Sean McQuade]

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

[Rob Huffman · Accepted solution]

Hi Sean,

For the new call Handler @ 1000 you need to record and enable a Personal Greeting and

on the Greeting page set;

Allow Transfers to Numbers Not Associated with Users  or Call Handlers
Times to Re-prompt Caller
Delay Between Re-prompts*	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

[Sean McQuade]

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.

[Rob Huffman]

Hi Sean,

Sure you could That would work as well.

Cheers!

Rob

"And if I should fall behind
Wait for me" - Springsteen

[Sean McQuade]

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:

• Call from PSTN to 123-1000 and gateway sends 1000 to the CUCM
• CUCM finds a match for 1000 on the CTI-RP and sends it to CUC which matches the "Extension Dialling" system handler.
• Under the Extension Dialling greeting page, standard greeting is enabled with no end date, Callers Hear > system default greeting and allow transfers are all ticked.
• After Greeting > Call Handler > Operator > Attempt Transfer
• Operator> Transfer Rules > Standard > Transfer Calls to Extension 1001

Does this config seem ok?

Many thanks for your time

Sean

[johntim20]

Thanks Nice Explanation.

[Rob Huffman · Accepted solution]

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

[Sean McQuade]

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

[Rob Huffman · Accepted solution]

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.

• After Greeting > Call Handler > Operator > Attempt Transfer
• Operator> Transfer Rules > Standard > Transfer Calls to Extension 1001

Cheers!

Rob

"And if I should fall behind
Wait for me" - Springsteen

[Sean McQuade]

Thanks Rob,

System is now in and all working as expected

[Rob Huffman]

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