Unity connection

[SachinSonnad]

Hi All..

When a user who do not have a voice mail box configured presses the VM button on his phone, the unity connection welcomes him with a message, do we have a way to change that prompt or the message that plays ?

[Maren Mahoney]

The default behavior in Unity Connection is that a direct call from an unknown extension (not associated with a mailbox) is sent to the Opening Greeting. This is likely what your user is experiencing.

You can effectively disable the Messages button for that line by changing the Voicemail Profile on the line in CUCM to "No Voicemail".

If that is not what you want, what behavior are you hoping for?

Maren

[SachinSonnad]

Thanks Maren,

But the client wants a specific recorded prompt to be played when the users with no voice mail box presses the VM button on their phone.

[Maren Mahoney]

And this would be a different greeting than the "Opening Greeting"?

If so, you will need to create an internal-but-no-vmbox Call Handler with the greeting and options you want for those lines. Then create a Direct Call Routing Rule in Unity Connection that will capture the CallerID pattern for your internal users and point the call routing rule to the new call handler.

Next, in the list of Direct Call Routing Rules you would need to place this rule *after* the rule "Attempt Sign In".

Call Routing Rules are evaluated in a top-down manner, so you want to capture the 'known' direct calls from numbers that have vm boxes and give them the option to sign in (Attempt Sign In). And after that capture internal-but-no-vmbox direct calls and send them to the new call handler. And after that capture all remaining unknown caller and send them to your regular Opening Greeting.

HTH

Maren