Unity routing issue

[tarun.pahuja]

Folks,

We are deploying Cisco Unity and want to use it for Attendant console. The main number is 1000. We want the call to go to the AC from 8 to 6 in the evening and to after hours greeting during the remainder of the time.

We created a CTI route point, pointing to unity. then created a rotuing rule to send the call to AC during office hours.

The problem is that now when we call the central number, unity does not directly transfer the call to the AC, but says " please hold while i trasfer your call".

we do not like that message played when people call the main number during the day.

Thanks,

[lindborg]

It only plays that message when you have it set up to transfer to another number - remember it processes the transfer rules first, then the greeting rules. So you should just have to turn the standard transfer rule such that it's not trying to transfer anywhere (or the alternate rule if that one is enabled since it'll over ride the others).

For more details on how calls are processed in the auot attendant, check out the "audio text applications in Unity" paper on the Documents page of www.CiscoUnityTools.com

The other thing to do is open up the Port Status Monitor that you'll find in the tools depot on your desktop - looking at how the call is going through the system can help figure out if it's going somewhere you're not expecting (i.e. another routing rule is firing or what you're getting from the switch is not what you expected). Also be sure to fire up the Call Viewer (all in Tools Depot) and make sure that the calling/called/reason information you're getting from the switch is what you're expecting (this is often the source of the problem).