How to distinguish between Int and ext calls?

[chkt1]

Hi,

I have setup a Unity 4.04 and want to play different greetings for internal and external callers. Base on the information from Unity, Internal calls are from subscribers, and external calls are from unidentified callers. However, when I use Call Viewer to observe the call status, all call origins even from PSTN or Internal also recognize as INTERNAL calls. Even I setup two call routing rules for internal and external call type, Unity doesn't work with that.

Is there anything wrong with me or Untiy?

Thanks for help.

[lindborg]

If the calling number is one that's assigned to a subscriber (either their primary or any of their alternate extensions) then Unity considers it an internal call (i.e. it's a call from someone we know). "internal" vs. "external" doesn't have anything to do with if the phone is on the local switch or coming in from the PSTN or the like - it's entirely based on if we know who the calling number is.

The idea is that internal greetings may give information for your fellow employees that you don't want to give out to unknown callers - so it's all based on extensions being in our DB or not.

[chkt1]

Thanks Jeff

If I want to setup two greetings for internal and external (PSTN) callers, Is that I must setup a CTI route point for external callers to dial in (via forward to VM) and a dummy number for internal callers to check their voicemails?

Please advise?

Thanks for help.

[lindborg]

Internal callers that dial directly into voice mail will automatically be sent to the subscriber sign in conversation if their number is known to us (i.e. they are calling from a phone that has a number assigned to a subscriber) - no need to mess with routing rules at all for this. This works regardless of if they're calling from their home or cell or work phone etc... so long as Unity gets the calling number properly and that calling number has been entered as one of their extensions. This is the best way to go about this.

However, if you want folks to call from unknown numbers but still be treated as internal callers then setting up two numbers - one for subscribers and one for everyone else - would be how you'd have to go about this.

[chkt1]

Yes, maybe I shouldn't use Internal/External.

If I want to setup an autoattendant for PSTN calls only, Is that the only way is to setup a CTI route point and call handler?

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_tech_note09186a00801e6ef6.shtml

Thanks for help.