[cisco-voip] Using Unity as automated attendant

[Chad Whitten]

The easiest thing to do is just setup a mailbox of 1411, record your auto 
attendant prompt as the greeting, go to the caller input field and map the 
0-9,*,# buttons to subscribers or other call handlers and the have the users 
who have voicemail list themselves in the unity directory.  then on the 
callmanager, just forward your cti route point of 1411 to voicemail.

quick and dirty but it works fine.

the downside of this is you are using a vm port everytime a call hits the 
autoattendant.  but if only 25% of your users are using voicemail, there are 
probably enough free ports to handle this.

On Thursday 16 September 2004 07:23, Mike Armstrong wrote:
> We're running CallManager 3.3(3), and Unity 4.0(3) (VMO) to support our
> ~230 employees, staff, and students.  Right now I'm using the Automated
> Attendant feature in CCM's Extended Services, which was OK (but not great)
> for us until they made the initial greeting non-interruptible.  I'm sure
> that we can use Call Handlers in Unity to implement a much more elegant
> automated attendant facility, but so far I haven't figured out how to make
> all the connections.  I'm embarassed -- Jeff Lindborg says it's trivial,
> several documents and books refer to "the automated attendant feature" in
> Unity, but I can't find enough guidance to actually do it.  I've found a
> surprisingly limited amount of information on CCM/Unity integration, but
> maybe I just haven't looked hard enough.
>
> Basic information:
>
> - Callers call extension 1411 (a CTI route point) to get to the automated
> attendant;
> - The IVR application now uses DNs 1412-1415 to handle up to 4 simultaneous
> sessions;
> - All our DNs (now) begin with "1", so I'd like to use an initial greeting
> that allows the caller to either enter the extension, or spell the name,
> without having to press a "1" for extension, or a "2" for a name, as the
> present AA requires;
> - Only about 60 of our users are Unity subscribers (voicemail is voluntary;
> interesting to me that only about 25% want it).
>
> Where I'm stumbling:
>
> How do I integrate CCM and Unity to do this?  Do I assign dummy DNs to
> several Unity ports (a la the IVR's DNs) so that I know the caller is
> looking for the AA and not a subscriber?
> If the caller presses (e.g.) "3" to start spelling a name, how do I tell
> the directory handler the initial "3" has already been pressed?
> How do I do a name lookup for a non-subscriber?  (using CCM's DC Directory
> now, with plans to move to AD integration)
> Can I transfer to any DN, not just a subscriber?
>
> Any help would be appreciated.
>
> Mike Armstrong
> UF/IFAS CREC
>
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-- 
Chad Whitten
Network Administrator
neXband Communications
cwhitten at nexband.com
601-944-4801 Phone
601-944-4803 Fax