[cisco-voip] playing bussiness hrs messages etc in Call manager environment

[Erik Erasmus (E)]

Hi 

Need some advice from the group if possible.

 

In a Call manager 4.1.3 environment what would be the easiest way to
play OUT of HOURS messages and maybe a message when it is a HOLIDAY -
to callers coming in to the site from the PSTN - That is when the
attendants are not logged in or point their phones to a route-point
etc.

 

* Assume the site also have the IPCC Express software that comes free
with Call manager - however this is not used (not installed) at the
moment and calls come directly to the AC users of attendant console
when they are logged in. Currently the incoming calls queue when no
attendants are logged in with the standard attendant Q enabled via
Call manager.

 

* Also Assume the site have Unity connection.

 

 

A - In my opinion one can achieve something very simple using the MOH
on the attendant Q (by placing it in a separate devicepool) etc. Don't
like this idea, very basic and also manual etc.

 

B - Can use IPCC Express - My question here is will we have to force
all calls through an auto attendant or is it possible to still have
the main numbers reach the attendant users directly but break out on
the side without forcing all incoming calls via auto attendant, for
example have a DN that the attendants can forward their phones to when
its is after-hours or a DN that is the member picked when no AC users
are logged in etc. And maybe another DN to forward to when the company
closes for holiday. Forcing things through an auto attendant is
probably more professional and automated and can select holidays of a
calendar etc. but some customers don't want incoming calls via the
auto attendant.

 

C - Can something like this be done using Unity Connection.

 

I guess I am asking some very basic questions. I have relatively good
call manager experience but limited IPCC and Unity call handling
experience.  

 

 

 

 

Erik Erasmus 

 



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