[cisco-voip] Unity Connection 7 Call Handlers based on Called Number

[O'Brien, Neil]

Hey Guys,

 

I’m still having a bit of trouble with this one, if you can cast your mind back.

 

OK, so I understand that I can configure a rule based on the called number and that rule puts the call into a CSS.  The handler it get’s handed off to will inherit the CSS from the call.  I want the caller to press 0 and be routed appropriately (based on his called number) but I don’t see where the CSS come into play.   I still have to configure a Caller Input for 0 to point to either another call handler or extension number, but I don’t see how a different CSS works.

 

Does the Unity CSS relate in any way to the CCM CSS, is that where I need to configure my multiple “0” destinations?  If I configure multiple Operator handlers all with extension 0 put in different partitions/css, the handler can still only hand off to one of them specified in the call action of caller input 0.

 

I’d appreciate your help,

 

Thanks,

 

Neil

 

 

 

Regards,

 

Neil O'Brien

Network Engineer

 

Datapac Ltd

Phone: +353 1 426 3500

Fax:    +353 1 426 3501

Email:  nobrien at datapac.com

Web:   www.datapac.com

 

 

 

Datapac is the leading Irish business technologies provider

IT Maintenance & Managed Services | Virtualisation & Storage Solutions | Microsoft Infrastructure Solutions 

Voice & Data Networks | Unified Communications | Microsoft Dynamics Nav ERP | EPOS Retail Solutions | IT Consumables

 

From: Lelio Fulgenzi [mailto:lelio at uoguelph.ca] 
Sent: 05 November 2009 14:31
To: O'Brien, Neil
Cc: cisco-voip at puck.nether.net; Pat Hayes
Subject: Re: [cisco-voip] Unity Connection 7 Call Handlers based on Called Number

 

You can be as complicated or as simple as you want with call handlers. We typically build our call handlers with an empty (or very very simple) pilot call handler in the front in the event we want to temporarily modify the greeting.

The alternate greeting is fine for this, but we still want the remainder to be the same.

So, for example, our call handlers are:

CH1: Welcome to the University of Guelph >CH2
CH2: If you know the extension you are trying to reach, you may enter it at any time > CH3
CH3: Please select from one of the following options > CH4
CH4: blah blah blah

(I'm not 100% sure if CH3/CH4 are separate)

This way here, we can modify CH1 to say: "Welcome to the University, the University is closed because we got some bad a$$ snow storm coming down on us" and not have to worry about the rest of the greetings.

Choosing where to error out in each greeting is one of the hardest things to decide on. We decided each CH will error out on itself.

If you haven't already, check out www.ciscounitytools.com, it has a new call handler design tool which will make your life easier. 

Right now, you have to build your call handlers backwards since you have to point to them down stream. The tool from above allows you to start at the top, and create call handlers as you point to them.



---
Lelio Fulgenzi, B.A.
Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1
(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^
"Bad grammar makes me [sic]" - Tshirt


----- Original Message -----
From: "Neil O'Brien" <nobrien at datapac.com>
To: "Pat Hayes" <pat-cv at wcyv.com>
Cc: "Lelio Fulgenzi" <lelio at uoguelph.ca>, cisco-voip at puck.nether.net
Sent: Thursday, November 5, 2009 3:49:26 AM GMT -05:00 US/Canada Eastern
Subject: RE: [cisco-voip] Unity Connection 7 Call Handlers based on Called Number

Thanks Pat,

 

I think this is what Lelio was explaining - Multiple "operators" with a 0 extension just in separate partitions only accessible from the partition the caller comes in on, I understand that from a CallManager perspective.

 

I think it's just for one particular extension (operator) however I had thought about separate call handlers but 1 handler for each site (9) seems a bit OTT, but thanks for the suggestion.

 

On a separate note, if neither of you mind. If I'm creating a complete AutoAttendant within Unity - "Welcome to Acme & Co, Please Press 1 for Sales, 2 for Tech Support.....etc”.  Then if you press 2 for Tech Support, you get 2 further options like “Press 1 for Cisco VoIP, Press 2 for Cisco Routing and Switching.....”.  You get the idea.  Do I need completely separate call handlers for each “announcement” and link them together??  So I would have a “Welcome” call handler which the caller hears first, then another call handler called “Tech Support” which announces the tech support options.  Forgive my lack of understanding but am I on the right track??

 

Just wondering from a best practices approach, if you had multiple handlers for different auto attendants, is there a recommended naming convention or format that would allow someone to look at the list of call handlers and  see what links to what??  Or is it just a matter of drilling into each one to find out what it’s linked to.  Obviously proper documentation is what you’d firstly recommend but I thought there might be a real-world way.  I was thinking prefixing the name of each separate AA with a 3 digit code say 101, the first 1 (on the left) identifying the AA, the middle digit identifying the tier within the AA  and the other 1 (right) identifying the message within that tier.  So if I had 3 seperate AA’s for 3 seperate busineses, the welcome message for each AA would have codes 101 - Welcome, 201 - Welcome and 301 - Welcome.  If we take the 101 – Welcome, and it says “Press 1 for Sales, 2 for Tech Support, 3 for Stores”.  Then I have 3 further call handlers announcing the different options for Sales, Tech Support and Stores.  I would call these 111 – Sales, 112 – Tech Support, 113 Stores.  

 

Sorry for the rant, but it seems to me that unless you have a proper structure to it, it could very easily and very quickly get out of control.

 

Thanks for taking the time to read!!

 

Thanks again,

 

Neil

 

 

 

 

Regards,

 

Neil O'Brien

Network Engineer

 

Datapac Ltd

Phone: +353 1 426 3500

Fax:    +353 1 426 3501

Email:  nobrien at datapac.com

Web:   www.datapac.com

 

 

 

Datapac is the leading Irish business technologies provider

IT Maintenance & Managed Services | Virtualisation & Storage Solutions | Microsoft Infrastructure Solutions 

Voice & Data Networks | Unified Communications | Microsoft Dynamics Nav ERP | EPOS Retail Solutions | IT Consumables

 

 

-----Original Message-----
From: pat at wcyv.com [mailto:pat at wcyv.com] On Behalf Of Pat Hayes
Sent: 04 November 2009 22:39
To: O'Brien, Neil
Cc: Lelio Fulgenzi; cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] Unity Connection 7 Call Handlers based on Called Number

 

The inherited search space that the call handler picks up from the

routing rules in the config that Lelio describes only governs what

extensions the user can enter directly, it doesn't impact the

caller-input config.

 

If you just need to do this for an operator, that will work, just

configure multiple users with the extension '0' and put them in

separate partitions. If there are multiple inputs that you need to go

to site specific locations, that doesn't really scale, you would be

much better off just making copies of the call handler with the

appropriate extensions and setting up the caller input. No need for

routing rules, search spaces, or partitions.

 

On Wed, Nov 4, 2009 at 2:33 PM, O'Brien, Neil <nobrien at datapac.com> wrote:

> Thanks for the info, I kinda figured I’d have to do some reading, now I know

> what I have to read!!

> 

> 

> 

> Thanks again..........

> 

> 

> 

> Regards,

> 

> 

> 

> Neil O'Brien

> 

> Network Engineer

> 

> 

> 

> Datapac Ltd

> 

> Phone: +353 1 426 3500

> 

> Fax:    +353 1 426 3501

> 

> Email:  nobrien at datapac.com

> 

> Web:   www.datapac.com

> 

> 

> 

> 

> 

> 

> 

> Datapac is the leading Irish business technologies provider

> 

> IT Maintenance & Managed Services | Virtualisation & Storage Solutions |

> Microsoft Infrastructure Solutions

> 

> Voice & Data Networks | Unified Communications | Microsoft Dynamics Nav ERP

> | EPOS Retail Solutions | IT Consumables

> 

> 

> 

> From: Lelio Fulgenzi [mailto:lelio at uoguelph.ca]

> Sent: 04 November 2009 19:30

> To: O'Brien, Neil

> Cc: cisco-voip at puck.nether.net

> Subject: Re: [cisco-voip] Unity Connection 7 Call Handlers based on Called

> Number

> 

> 

> 

> This is what routing rules and search spaces are used for. It's a bit

> complicated to answer in email, but basically, if you create a routing rule

> for each called number and assign it a particular search space then route it

> to a call handler, the call handler is set to "inherit" the search space.

> Then when it dials "0", it will dial the appropriate "0" based on the search

> space.

> 

> It takes some time to get your head around it, but it should work.

> 

> I would read up on the routing rules and search space documentation. I had

> to read it more than once. ;)

> 

> 

> 

> ---

> Lelio Fulgenzi, B.A.

> Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1

> (519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)

> ^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^

> "Bad grammar makes me [sic]" - Tshirt

> 

> 

> ----- Original Message -----

> From: "Neil O'Brien" <nobrien at datapac.com>

> To: cisco-voip at puck.nether.net

> Sent: Wednesday, November 4, 2009 2:22:41 PM GMT -05:00 US/Canada Eastern

> Subject: [cisco-voip] Unity Connection 7 Call Handlers based on Called

> Number

> 

> 

> Hi,

> 

> 

> 

> 

> 

> We have Unity Connection 7 and have multiple geographically disparate

> sites.  We have a requirement for a single call handler with various options

> but the numbers these options ring will differ based on the called number.

> 

> 

> 

> So for example, if Ben calls 555 1234 which is Remote Site A, it goes

> through to the central call handler in HQ.  Ben selects Option 1 is to speak

> to a reception.  It needs to go through to the reception of the office he

> dialled.  If Jerry calls 907 1234 for Remote Site B, it goes through to the

> same call hander and Jerry selects Option 1 to speak to reception, it needs

> to go through to the reception of the office he called.

> 

> 

> 

> I am very unfamiliar with Unity Connection so I’d appreciate some guidance.

> 

> 

> 

> Thanks in advance,

> 

> 

> 

> Neil

> 

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