Unity Call Flow

[jcdurand]

CM Pilot Point 3000

CM Voicemail Pilot 1001

When a caller dials 3000, pilot point is directed to hunt group (Call Attendant User line 1 – 12) with the last member being direct call to 1001.

After hours when Call Attendant is turned off, a call to 3000 is immediately diverted to 1001 and the Unity Call Handler “Opening Greeting” is played. Should the caller choose to leave a message, it will be left in the “General Mailbox.” The extension on the “General Mailbox" is 1500.

Should the Main Greeting for our firm need to be modified in the event of inclement weather or disaster, I do not think I can change the greeting of the call handler via telephone. I am thinking to make the last member of the hunt group “direct call to 1500”, and setup our firm’s “Opening Greeting” on this DN so it can be easily changed by calling into Unity. Is there a disadvantage in changing this from a call handler to a mailbox based greeting?

[lindborg]

In unity 4.0(3) and later you can change the greeting for a call handler over the phone using the Greetings Administration conversation - anyone listed as an owner (or a member of a DL listed as an owner) can call in and update the greetings for that call handler.

If you're on an older version of Unity then you can do the subscriber thing - the only disadvantage there is you have to burn a licensed seat of voice mail for this.

[jcdurand]

I am using 4.0(3)SR1

I think I am understanding your solution. For testing, I assigned myself as an owner of the Call Hander. I browsed to my subscriber object. I opened the conversation page and attempted to change my default conversation to the "Administration Conversation", but I do not have that as an option in the drop down. Am I kn the right track? Or am I completely lost?

[lindborg]

not quite - you don't change your conversation in for the subscriber - you link to the GreetingsAdministration conversation from either a routing rule or a call handler (i.e. the call handler itself can have a key such as "7" mapped to the greetings administration conversation). When you access the conversation it will require you provide a login Id and PW to get at it.

Most sites that do this use a routing rule with a special number or an out of the way call handler so folks don't accidentally get thrown into the covnersation.

You can read more about the GreetingsAdminsitration conversation and how to use it in the administration guide in the call handlers chapter. Here's a link to that chapter in the 4.0(3) admin guide:

http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_administration_guide_chapter09186a00801ba43b.html