Retrieving Messages from Unity

[lkirkland]

When users press the msgs key on their IP phones, it asks for their extension first vice asking for their password. How do i correct this?

[lindborg]

Well, I'm not sure if your description is a little off or what... if we didn't pick up the user's extension on the inbound call, they'd get the opening greeting, we wouldn't ask them for their Id. If we picked up the inbound calling number properly they'd be asked for their PW.

so either you've added a routine rule in there that's fouling things up or there's something not quite right about this description.

[lkirkland]

It works at my site like it should When a user presses the messages button,it asks for your password, unless of course you are calling from a different phone other than your own. we have another site with the same system as ours, where it asks for your extension first when retrieving messages from their own phone.

[lindborg]

Out of the box what you describe can't happen. There's no path where Unity is going to automatically ask for your extension and then your PW unless you added a routing rule to go to the subscriber sign in conversation (or the users are getting the opening greeting and pressing "*" to sign in and you just left that out of your flow).

So either a routing rule was added that is sending direct inbound callers to the subscriber sign in conversation or your description is not %100 accurate.

Without more detail I can't help you.

[lkirkland]

I didn't set up the system in question. it is at another of our Refinerys. Where would I look within call manager or Unity to see if there is such a rule?

[lindborg]

there's a "call routing" page in the SA under the Call Management section - you'd look in the direct calls rules. out of the box there should be two: Attempt Sign in and Default call handler - in that order. If there are others, then they've been modified and we'll need to take a look.

the other thing to check is to view the calling number - you can use call viewer for this, you'll find it in the tools depot on the Unity desktop. If the calling number is not matching the subscriber this would mean the Attempt Sign In conversation will fail to find them and it will skip to the default call handler - which means subscribers would get the opening greeting.

If at that point they're hitting * and signing in and you just left that out of your flow, this would make a whole heck of a lot of sense. If not, there must be another rule in there... the attempt sign in will not ask you for your ID - it looks to see if you're a known subscriber and if not, it bails and goes to the next rule.

[lkirkland]

I'll have my counterpart check his unity system and see if there is another rule. I do know that they are not hitting "*". thanks alot for the assistance.