Configure Call Handler Cisco Unity Connection

20 thoughts on “Configure Call Handler Cisco Unity Connection”

  1. Claudio says:

    Hello Friends,
    I did the procedure, but it didn´t work. Could you give me a cloud?

    1. avinashkarnani11 says:

      What did not work? Can you please clarify?

  2. Claudio says:

    When I dial the hunt pilot the call goes to voicemail instead of the announce. I think the problem is when you set the Unity´s ports into group of lines on UCM. I´d like to send somes screenshots about it.

    1. avinashkarnani11 says:

      Sure. Send it across avinashkarnani11@gmail.com. If you would like to have a team viewer session, let me know.

  3. Claudio says:

    Great Post !
    You explaination is very well. You helped me to solve my specific problem by online session. My audio file had the wrong format. The right format is: CCITT, 8000 KHz, 8bits, mono.
    Thanks a lot !

  4. Claudio says:

    Hello Friend,
    I want to set two different messages with the same number in differents hours. How can I do that if i call at the the same number? I tried to do it, but I couldn´t.

    1. avinashkarnani11 says:

      Hello Claudio,

      You can achieve that using the same number. You need to create schedule with different hours as per your requirement.

      Schedule
      For Example – Create 5 Schedules

      Schedule Name – CR_BH1 – 8:00 AM – 12:PM – Plays Business Hours Greeting and the route to the Group or extension as per your requirement
      Schedule Name – CR_LH1 – 12:00 PM – 1:00 PM – Plays Lunch Hours Greeting, Either Leave a VM or direct it to Receptionist
      Schedule Name – CR_BH2 – 1:00 PM – 6:00 PM – Plays Business Hours Greeting and the route to the Group or extension as per your requirement
      Schedule Name – CR_OOH1 – 6:00 PM – 12:00 PM – Plays Outside Business Hours Greeting – Either Leave a VM or Disconnect the call
      Schedule Name – CR_OOH2 – 12:00 PM – 8:00 AM – Plays Outside Business Hours Greeting. Either Leave a VM or Disconnect the call

      Call Handler
      For Example – Create 3 Call Handler –

      Call Handler Name – Customer Response_OOH – Upload Appropriate Greeting and route it accordingly
      Call Handler Name – Customer Response_Business Hours — Upload Appropriate Greeting and route it accordingly
      Call Handler Name – Customer Response_Lunch Hours — Upload Appropriate Greeting and route it accordingly

      Direct Routing Rule
      For Example – Create 3 Direct Routing Rule

      Customer Response -> Dialed In Number – 12345 – Schedule OOH1 and OOH2 –> Send Call to Call Handler -> Customer Response_OOH
      Customer Response -> Dialed In Number – 12345 – Schedule CR_BH1 and CR_BH2 –> Send Call to Call Handler -> Customer Response_Business Hours
      Customer Response -> Dialed In Number – 12345 – Schedule CR_LH1 –> Send Call to Call Handler –>Customer Response_Lunch Hours

      Hope this helps!!

  5. Claudio says:

    If you want to set 3 different Call Handler. Should you check Standard, Holiday and Close each box in all greetings of each Call Handler? or Should you check Standard, Holiday and Close box separately for each customer Call Handler?
    When you set the Direct Routing Rule Condition with dialed in number and you also check the Schedule? Will both condition work properly?

    1. avinashkarnani11 says:

      No, you don’t need to check box the Alternate, Holiday or Close Messages. On all the 3 Call Handlers, you need to upload the prompt at Standard and treat the call accordingly.

      In DRL, you need to add both the conditions, Dialed in Number and Schedule and i am sure it will work properly. I have done this configuration 3 years back. If this does not work, let me know i will check the configuration and will troubleshoot further if required. I am available till 12:00 AM IST.

  6. Claudio says:

    I was watching the DRL and you can only add one condition into it (DRL Condition >Edit Routing Rule Condition).
    You can set dialed number or schedule. You can´t add both. I´m working with Unity Connection 9.1.2ES20.11015-20. I am available till 5:00 PM (UTC-3).

  7. avinashkarnani11 says:

    I agree with you. You can’t select both the condition in the same Routing Rule Condition as it is not a checkbox, it is a Radio Button. What i meant to say you is, you first add the Direct Routing Rule and then Under Routing Rules Condition you need to add Dialed In Number and Schedule..

    For Example – Lets say Our Direct Routing Rule Name is Business Hours. So create Business Hours DRL

    Business Hours – DRL
    Add Routing Rule Condition
    ————–> Add Dialed in Number and Save the configuration
    Add Second Routing Rule Condition
    ————–> Add Schedule 1 and Save the configuration
    Add Third Routing Rule Condition
    ————–> Add Schedule 2 and Save the configuration
    Save the Business Hours – DRL and check the Call Flow.

    The above configuration should work, if it does not work, we might need to tweak the configuration a bit, but the concept would remain the same.

    Let me know if you are available for a Team Viewer Session. I am available for next 30 minutes from now i.e., 00:15 AM IST.

  8. Claudio says:

    Great Post!…..You helped me once again. I´d like to share our last online session.

    1) Setting on Call Handler
    Active Schedule > All Hours
    Language > Use System Default Language

    2) Setting on Direct Routing Rule
    Status > Active
    Language > Use System Default Language

    3) Setting on Send Call to
    Attempt Transfer

    4) Setting on Routing Rule Conditions (in this order)
    First: Dialed Number In 9620
    Second: Schedule Equals habil

    PD: I want to suggest you publish about System Distribution Lists

  9. Salman Hussain says:

    Hi, Avinash. Can I send my query in email to you?

    1. avinashkarnani11 says:

      Hi Salman, i have received your query. I will respond you soon.

  10. Rolland Brick says:

    Nice post. I was checking constantly this weblog and I am inspired! Very useful info specially the final part 🙂 I deal with such information a lot. I was looking for this certain info for a long time. Thank you and good luck.

    1. avinashkarnani11 says:

      Thank you Rolland!!

  11. Swathy Edayath says:

    Thank you so much . Its working perfectly .But I have a doubt . How will I map the hunt pilot number to the DID .
    Do I need to create a translation pattern ?

    1. Administrator says:

      Hi Swathy,

      Thanks for the confirmation!

      If you want incoming calls to hit to Hunt Pilot, you need to either create a Hunt Pilot in CUCM with the DID number or else you can create a translation pattern and redirect to the hunt pilot number using Called Party Transform Mask.

      Hope this helps!

  12. Swathy Edayath says:

    Hi ,

    Tried translation both in gateway and CUCM, but no luck. verified that Translation Pattern has a CSS assigned to it and the Hunt Pilot exist in a Partition included in the CSS chosen.

    1. Administrator says:

      Hi Swathy,

      First do a debug on your gateway and see what is the digit being received on the gateway for the called party. Lets say the number that comes on the gateway as 1234.

      Assuming that you are not manipulating the number and it is being sent to CUCM without any modification.

      Configure 1234 as a Translation Pattern and also configure Transformation Mask with your Hint Pilot Number. Assuming that your HP is 9999, you need to configure 9999 as Transformation Mask. Also your Translation Pattern should have appropriate CSS to route the call to Hunt Pilot.

      Configure Hunt Pilot as 9999 and route the call to Unity Connection.

      HTH

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