Configure Call Handler Cisco Unity Connection
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 UsageClick 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!
Originally posted 2013-10-11 15:47:42. Published by Team UC Collabing
I am working in an IT company and having 10+ years of experience into Cisco IP Telephony and Contact Center. I have worked on products like CUCM, CUC, UCCX, CME/CUE, IM&P, Voice Gateways, VG224, Gatekeepers, Attendant Console, Expressway, Mediasense, Asterisk etc. I am not an expert but i keep exploring whenever and wherever i can and share whatever i know. You can visit my LinkedIn profile by clicking on the icon below.
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