Newbie question on Unity Call Handler

[michael_luo]

Sorry for the newbie question.  I'm just starting learning Unity.

I'm using Unity Connection 7.1.2 and CUCM 7.1.2.

I created a Call Handler on Unity with DN 5000.  What do I need to do on CUCM side to make 5000 a routable number and route the call to Unity?

What's the recommend reading list for Unity Connection?  (books, documents, etc.)?

Thank you very much!

Michael

[Scott Hills · Accepted solution]

You could create a CTI Route point on Callmanager. Then give it extension 5000 and do a Call Forward All to voicemail. This should direct to the Call Handler that you created.

Here is most of the documentation for Unity Connection 7.x. Some start by reading over the Design Guide.

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/connection/7x/roadmap/7xcucdg.html

Other training videos can be found at the below locations. 2.x is the base version and shows base verion features. Then when newer 7.x version came out new videos were release for newer features those versions included.:

Suggest starting with 2.x: http://ciscounitytools.com/Training/Connection/CUC2_01.html

Then go to 7.0.x: http://ciscounitytools.com/Training/Connection/CUC7_01.html

Finally 7.1.x: http://ciscounitytools.com/Training/Connection/CUC7_11.html

Hope that helps.

Thanks,

Scott

[michael_luo]

Thank you very much Scott!  High 5 for you!

Michael

[David Hailey]

In CUCM, I recommend using CTI Route Points for application-style routing (such as Call Handlers diverting to VM).  You would create a CTI route point in similar fashion as you do a phone - you assign device level settings and once it is created, you can add multiple DN's.  I typically create a CTI Route Point named "Redirect to VM" or something along those lines.  You would then just add your DN (5000) as a line associated with the CTI Route Point.  Make sure you put it into a partition that allows it the appropriate visibility from the PSTN, user phones, etc based on your requirement.  Make sure you assign the correct VM Profile on the line and check the Call Forward All box for voicemail on this line.  For max calls/busy settings, you'll find these are by default set fairly high but you can generally set them as you would a phone without issue (the default for a phone is 4/2).

Hope this helps...if you have questions, just post back.

Hailey

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[michael_luo]

When I called into the Call Handler (AutoAttendant), I heard the prompt "Sorry, AA is not available, please leave a message after the tone...".  Was that normal?  I was expecting some AutoAttendant prompt instead of voicemail prompt.

Thanks!

Michael

[David Hailey]

Did you record prompts for the Main Greeting via Greetings Administrator? Also, did you route the call in Unity using a routing rule or by assigning the extension (5000) directly to the Call Handler (personally, I prefer the later)? In addition, you'll need to check the call action to make sure it's going to a greeting and not attempting to transfer.

Can you give me a quick overview of what you're AA should look like and do?

Hailey

Please rate helpful posts!

[Rob Huffman]

Hi Michael,

Just to add one small note to the excellent info from Scott and Hailey (+5 each guys!)

If you are heading down the path of creating Call Handlers/AA's in Unity Connection

I highly recommend the great ATM (Audiotext Manager) Tool from Jeff and the Unity

Tools suite. I just had to create about 250 new Call Handlers of various configs and this

tool is sweet

http://ciscounitytools.com/Applications/CxN/ATM/ATM.html

Don't forget to go through the training vid before getting started.

Cheers!

Rob