How to setup Greetings

[moe2]

I am trying to setup greetings when someone calls the main line. So what I have done is created new system call handler and uploaded my own audio and then the extension all this in the Unity connection from the CUCM I created new CTI route point. and I couldn't get it to. 

CUCM > CUC > Greetings > transfer 

Basically all I need is when someone call the main line "Greetings" then "if you know the extension dial it now or zero to get help"

Please I need help 

Thank you! 

[Rob Huffman]

Hi Moe,

On the call handler greetings page did you check the "after greetings action section" and select the proper transfer treatment that will route calls to the operator? If the operator extension has a mailbox you would select "user with mailbox" and then find the operator extension in the drop down. If the operator doesn't have a mailbox on the system I've always had to create another Call Handler (in this case named Operator) with the Transfer settings to go to the desired number XXXX.

So,

• Call handler #1 - After Greeting > Call Handler > Operator > Attempt Transfer
• Call Handler # 2 - Operator> Transfer Rules > Standard > Transfer Calls to Extension XXXX

The second call handler has no greeting recorded and is simply used for the last "transfer" step

Cheers!

Rob

[moe2]

Hello Rob 

Thank you for your response. I believe that I was able to tweak it a little bit in such a way that will transfer to an operator successfully. However, I am facing this problem now the problem in CUCM "Calling Main Line call > Greeting message started > Please wait to transfer the call" The call will be transferred to the same number (Main Line). Here how I did it I found there is no point in using CTI Route Point because of all IP phones use all DN and I get an error "shared line is not supported" when I add new CTI Route Point (Route Partition) = all DN. The device is already in all DN this why I get the error. So What I have done I forwarded all calls Device> Line > forwarded all calls. So when the call is transferred to the same number it will loop until it says "operator is not available" My question is. Is there a better way to solve it? 

I hope you are able to get what I mean 

Thank you!

//Moe

Thank you! 

[Rob Huffman · Accepted solution]

Hi Moe,

I'm not 100% sure that I'm following you but here's my thoughts.

Normally, if you are trying to front end a main phone/operator with a call handler to allow callers to use more of a self serve type capability you have to do a few things;

Let's use DN 7000 in our example.

- remove the number in question from all line appearances in CUCM (so remove all instances of 7000)

- replace this number with a new DN (let's say 7555)

- create a new CTI-RP in CUCM with DN 7000 and use call forward all to the Unity Connection pilot # 

- create the call handler in CUC using DN/extension 7000 (which you may already have done)

- on the 7000 call handler use the "after greeting" option to route to new DN 7555 if an extension is       not dialed by caller.

I hope this makes sense. What it really means is that this is an either/or option with regards to DN 7000 as you have noted it can't be both a line appearance on phones and a CTI-RP.

Cheers!

Rob

[moe2]

Hello Rob, 

Thank you for your immediate response. 

I did exactly what you mentioned. However, here is my problem. First, Transfer type in the #2 Call Handler (Release to Switch, Supervise Transfer). When I chose Release to Switch I get this message ("Sorry Operator is not available"After greeting then it loops). When I choose "Supervise Transfer"then in "Rings to Wait For 2-20". It transfers to the proper extension however, as soon as someone picks up the call it immediately hangs up. This is what I am facing right now. 

Thank you so much for all your help and clear guidance. 

//Moe

[moe2]

I am trying to solve this problem but still I could not figure it out.

I was able to solve the first part of this problem. with Robs help. 

Then I am in the second part of the problem. 

anybody has any idea ??

//Moe

[Rob Huffman]

Hi Moe,

Sorry for the delay here.

Can you provide some further details.

- when using release to switch can you provide the exact error message being heard.

- can you transfer from CH 2 to any numbers? (try some different DN's)

- are you using SCCP or SIP integration?

- what are the exact CUCM and CUC versions?

Cheers!

Rob