Hello Everyone,

Call Handlers in Cisco Unity Connection is a feature which provides services like IVR where the calls are handled and routed in an efficient manner. Basically Call Handler serves many purposes like answer the call, greet the caller, provide them information with options, routes the call, take messages and much more.

Example: – Let’s say we have a customer who generally calls us on our Board Number. The customer wants to talk to various departments like Finance, Security, IT department and Customer care on difference occasions. So, when he/she dials the board number, he will be greeted with a welcome greeting, then it will ask the customer if the customer wants to reach to Finance, Security, IT Department or Customer? Upon customer selection on the category he chooses, the call will be routed accordingly.

Call Flow: – Call comes on the gateway ==> Call routed to CUCM ==> Call routed to CUC ==> Checks the schedule if holiday/working/out of business hours ==> Take necessary actions accordingly.

Lets implement it.

Pre-requirements:-

1. Integration between Cisco Unified Communication Manager and Cisco Unity Connection: –

2. You will need 3 Prompts: –

a. Opening Hours Greeting + Menu Greeting in same WAV file.

b. Closed Hours Greetings

c.  Holiday Greetings

**********Configuration in CIsco Unified Communication Manager: -***********

********** Configuration of Line Group **********

1. Go to Call Routing ==> Route/Hunt ==> Line Group ==> Add New

Line Group Name: – Customer Response Solution LG

RNA:- 10

Distribution Algorithm: – Top Down

Available DN/Route Partition: – Select voicemail ports configured

Click on Save

Click Add Line Group

Line Group* – Select Customer Response Solution LG from Drop Down Menu

Click on Save

Click on Save

CallHandler-CUCM-LineGroup

********** Configuration of Hunt List **********

2. Go to Call Routing ==> Route/Hunt ==> Hunt List ==> Add New

Name: – Customer Response Solution HL

Description: – Customer Response Solution Hunt List

CUCM Group: – Select appropriate CUCM from the Drop down list.

Check Mark : – Enable this Hunt List (change effective on Save; no reset required)
Check Mark : – For Voice Mail Usage

Click on Save

CallHandler-CUCM-HuntList

********** Configuration of Hunt Pilot **********

3. Go to Call Routing ==> Route/Hunt ==> Hunt Pilot ==> Click on Add New

Hunt Pilot ==> Enter the number which should be triggered to Cisco Unity Connection

Route Partition ==> Select appropriate Route Partition based on your Calling Privileges and directory numbers.

Hunt List : – Select Customer Response Solution HL from Drop Down

Click on Save

CallHandler-CUCM-HuntPilot

*********Configuration in CIsco Unity Connection: -********

********** Configuration of Holiday Schedule**********

1. Go to System Settings ==> Holiday Schedules ==> Add New

Display Name : – Customer Response Schedule – Holiday Schedule 

Click on Add New : –

Holiday Name : – Diwali

Start Date : –

End Date : –

Click on Save

CallHandler-CUC-Holiday-Schedule

********** Configuration of Schedules like Working Hours / Non Working Hours**********

2. Go to System Settings ==> Schedules ==> Add New

Dispaly Name: – Customer Response Solution

Holiday Schedule: – Customer Response Schedule – Holiday Schedule

Click on Save

Add a new Schedule Detail : – Click on Add New

Name : – Working Hours

Start Time : – 8 : 30 : AM

End Time : – 5: 00 : PM

Check Mark : – Active Weekdays

Click on Save

CallHandler-CUC-Schedules

********** Configuration of Call Handlers **********

********** Adding a Call Handler **********

3. Go to Call Management ==> System Call Handlers ==> Add New

Display Name : – Customer Response Solutions

Click on Save

Phone System ==> Make sure that you select you Voicemail Phone System where Ports are associated

Active Schedule ==> Select Customer Response Solution

Click on Save

CallHandler-CUC-CallHandler

********** Configuration of Welcome Greetings **********

Go to Edit Greeting ==> Check Mark Holiday and Closed and Click on Save

CallHandler-CUC-Checkmark

Click on Standard ==>

Radio Check My Personal Greeting

Times to re-prompt caller ==> 3

Delay between re-prompts ==> 5

After Greeting Hang Up

Click on Play/Record and select the appropriate Welcome Greeting by selecting a .wav file

CallHandler-CUC-Standard-Greeting

** In my scenario, i have merged Welcome Greeting + Menu options in the save WAV file**

(Welcome to XYZ Company. Press 1 for Finance, Press 2 for Administrator, Press 3 for IT Department and Press 4 for Security)

********** Configuration of Closed Hours Greetings **********

Click on Closed ==>

Radio Check My Personal Greeting

Times to re-prompt caller ==> 0

Delay between re-prompts ==> 0

After Greeting Hang Up

Click on Play/Record and select the appropriate Closed Hours Greeting by selecting a .wav file

CallHandler-CUC-Closed-Greeting

********** Configuration of Holiday Greetings **********

Click on Holiday ==>

Radio Check My Personal Greeting

Times to re-prompt caller ==> 0

Delay between re-prompts ==> 0

After Greeting Hang Up

Click on Play/Record and select the appropriate Holiday Greeting by selecting a .wav file

CallHandler-CUC-Closed-Greeting

********** Configuration of Menu Selection **********

CallHandler-CUC-Caller-Input

Go to Edit ==> Caller Input ==> Click on 1

Call Action ==> Transfer to Alternate Contact Number

Extension ==> Extension Number for Finance Department

Description ==> Call Transfer to Finance Department

Go to Edit ==> Caller Input ==> Click on 2

Call Action ==> Transfer to Alternate Contact Number

Extension ==> Extension Number for Administrator Department

Description ==> Call Transfer to Administrator Department

Go to Edit ==> Caller Input ==> Click on 3

Call Action ==> Transfer to Alternate Contact Number

Extension ==> Extension Number for IT Department

Description ==> Call Transfer to IT Department

Go to Edit ==> Caller Input ==> Click on 4

Call Action ==> Transfer to Alternate Contact Number

Extension ==> Extension Number for Security

Description ==> Call Transfer to Security

CallHandler-CUC-Caller-Input-Number

********** Configuration of Direct Routing Rule**********

4. Go to Call  Management ==> Call Routing ==> Direct Routing Rules ==> Click on Add New

Display Name : – Customer Response Solution  – Direct Routing Rule

Radio Check : – Send call to : Call Hander : Customer Response Solutions

Click on Save

Add New Routing Rule Condition

Radio Check : Dialed in number = in       XXXXXX (The Hunt Pilot configured in CUCM)

Click on Save

CallHandler-CUC-Direct-Routing-Rule

********** ********** ********** End of Configuration ********** ********** **********

You are done with the Call Handler setup and now ready to receive calls. There are various ways to achieve customer’s requirement in Cisco Unity Connection and do necessary modifications as per your requirement.

If you are looking for Text to Speech Converter that converts to an Audio WAV file into the recommended format, follow below link:

Convert Text to Speech Online Free

Hope this helps!

Configure Call Handler Cisco Unity Connection was last modified: January 15th, 2017 by Administrator
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20 comments on “Configure Call Handler Cisco Unity Connection

  • 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.

  • 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 !

  • 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.

    • 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!!

  • 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?

    • 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.

  • 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).

  • 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.

  • 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

  • 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.

  • 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 ?

    • 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!

  • 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.

    • 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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