Unity Connection AA call handler.
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03-21-2011 01:57 PM - edited 03-19-2019 02:36 AM
Hi All,
Can anyone give me any help regarding the configuration of an Auto Attendant Call Handler and the steps required to achieve the following:-
Call comes in to Main Site Number
CUCM (7.1.5) routes to Unity Connection
AA answers the call and gives an option to dial a known extension or hold for the operator.
Caller holds for operator - Unity forwards call to CUCM built in Attendant console Pilot Point
Operator answers the call During normal working hours. Outside of normal hours call is diverted to a separate extension in a 24/7 manned control room.
The Attendant consloe is currently working OK, and Unity is working for voicemail users but the documentiaon is very poor for the Call Handling side of things.
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03-21-2011 04:39 PM
If you know how to configure call handlers and greetings that's all there is for almost any AA config you need.
AA answers the call and gives an option to dial a known extension or hold for the operator.
CTI RP with CFA to VM and matching call handler or call routing rules to reach right call handler
Caller holds for operator - Unity forwards call to CUCM built in Attendant console Pilot Point
Configure a separate call handler, under transfer settings set it to yes, ring subcriber at this extension: PP DN. On main call handler set the after greeting actions to Attempt transfer to: and use the previous call handler which has the PP DN configured under transfer.
Operator answers the call During normal working hours. Outside of normal hours call is diverted to a separate extension in a 24/7 manned control room.
Configure CUCM's TOD to achieve this. Working hours ring AC, after-hours configure a CTI RP with CFA to someone or use a translation pattern.
HTH
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