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Problem with Auto Attendant set -up


I am using Unity 5.0 with CUCM 7.1.  I have set up auto attendants with Call Handler at 2 high schools.  One works perfectly.  The other is set up a little differently because it is only supposed to work after hours.  However, I can not get the after hours one to work properly.  Every time I call to check the menus, I get a message telling me, "The example administrator is unavailable please leave a message."  I have opened the call handlers up side by on my screens and they are exactly the same as far as I can tell. (I have done this several times and had a colleague do it as well).  It's driving me a little crazy at this point.  Any help would be appreciated.


Accepted Solutions


Example: Create a CH 1 = Open_CH, Create CH 2 = Closed_CH-OpeningGreeting

Greetings > Standard > Source = Blank

Greetings > Standard > After Greeting = Send Caller to Subscriber (Select "Attempt Transfer For") and then the actual Subscriber

Greetings > Closed = Enabled

Greetings > Closed > Source = Blank

Greetings > Closed > After Greeting = Send Caller to Call Handler "Closed_CH-OpeningGreeting"

Closed_CH-OpeningGreeting. The standard greeting will be used. It should say, "For English, press 1. For Spanish, press 2" and repeat in Spanish for Spanish-speaking callers.

Option 1 goes to a new Call Handler. Create CH 3 = Closed_CH-En, record all prompts in English. Do whatever you need for Caller Input as well.

Option 2 goes to a new Call Handler. Create CH 4 = Closed_CH-Sp, record all prompts in Spanish. Do whatever you need for Caller Input as well.

The only is if you need to be able to route to multiple callers on the first action - i.e., calls during open hours are answered with no greetings. You have 2 choices. You can translate the inbound number and the configure it as a generic school number. Ex: 7035551212 translates to 7031091100. This number is a CTI route point to go to voice mail and you have a number such as 7031091000 as a generic VM for the various admins that should answer calls. This number is a subscriber but is set up as a Hunt Pilot with Line Group Members, alternate MWI, etc (or just a shared line). The second choice is probably cleaner for you. You skip the Call Handler for open hours all together. Use ToD routing rules on CUCM and after hours send calls directly to the CH that offers the English and Spanish options.

That's about it.


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View solution in original post


Rob Huffman
Hall of Fame Community Legend Hall of Fame Community Legend
Hall of Fame Community Legend

Hi Brent,

It almost sounds as if the "Closed Greeting" was recorded incorrectly (in the wrong area). Can you try

recording a new Closed greeting and test this out.



Jaime Valencia
Hall of Fame Cisco Employee Hall of Fame Cisco Employee
Hall of Fame Cisco Employee

Is the call flow the same for both call handlers??



If this helps, please rate



if this helps, please rate

Hey Brent,

Rob is likely on to something here.  What you are hearing is the default greeting which is, "The is unavailable please leave a message."  With a Call Handler, the is the owner of the Call Handler or the Subscriber configured to receive voice messages after a greeting is played.  In your case, the owner is EAdmin which is where the Example Administrator comes from.  You'll want to check to verify that you have the Closed greeting recorded for this Call Handler and enabled.  You can look at the actual greetings themselves to do this.  So, in Unity on the Call Handler in question go to Greetings and then the closed greeting.  In the Media Master portion of the screen (the playback controls), you'll see whether there is a System, Recorded, or Blank greeting applied.  In addition, you'll see if the Closed greeting is enabled.  You'll want to look at the Alternate Greeting as well.  This is a common mistake in that someone will enable the Alternate Greeting (without recording anything).  In any case, the Alternate greeting will always override any other greeting if it is enabled.


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