Configure Call Handler Cisco Unity Connection

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

If you don’t have prompts, you can create prompts from the link here : Text To Speech Free

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

********** 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

********** 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

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

********** 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

********** 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

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

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

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

** 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

********** 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

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

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

********** 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

********** ********** ********** 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!

Published by Team UC Collabing