[cisco-voip] Unity Connection 7 Call Handlers based on Called Number
Lelio Fulgenzi
lelio at uoguelph.ca
Tue Dec 1 19:24:06 EST 2009
I think Pat has it down right.
Just a few comments about the second way. As far as I can tell, you can use caller input to transfer to an alternate contact number, i.e. an extension - say "0". Then depending on the routing rule which assigned the appropriate search space, it will go to the appropriate 0 voice mail subcriber (or call handler) and you can use the "transfer rules" to go to the right extension in CallManager.
In a rudimentary design:
Partitions:
EastCoast_PT
WestCoast_PT
CSS:
EastCoast = EastCoast_PT
WestCoast = WestCoast_PT
subscribers:
EastCoastOperator, DN=0, Transfer=1007, PT=EastCoast_PT
WestCoastOperator, DN=0, Transfer=2007, PT=WestCoast_PT
routing rules:
FWD #= 1001, CSS=WestCoast, CallHandler=CorporateAutoAttendant
FWD #= 2001, CSS=EastCoast, CallHandler=CorporateAutoAttendant
when someone dials 1001, they get the CorporateAutoAttendant (just as someone who dials 2001), but when they press 0, the callhandler has been assigned the WestCoast CSS, so when they press 0, which transfers them to the alternate contact number of "0", it reach the user with the extension "0" in the WestCoast_PT, which then transfers to 1007.
A bit more complicated then multiple callhandlers? Yes? But more scalable as well. If you have two corporate offices with no chance of expansion, then stick with multiple call handler trees. If you have 10 offices and you might add more, then embrace the partitions.
---
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: "Pat Hayes" <pat-cv at wcyv.com>
To: "Neil O'Brien" <nobrien at datapac.com>
Cc: "Lelio Fulgenzi" <lelio at uoguelph.ca>, cisco-voip at puck.nether.net
Sent: Tuesday, December 1, 2009 6:03:00 PM GMT -05:00 US/Canada Eastern
Subject: Re: [cisco-voip] Unity Connection 7 Call Handlers based on Called Number
Neil,
You're right, there is no way to do it the way you are describing.
Caller-input on a call handler can only point to a single specific
destination, there is no way to just provide an extension and leave it
up to the search space to route. The search spaces and partitions in
UC have no relation to those in CUCM, other than in name.
What I was trying to get at before is that there are basically two
ways you can do this (as far as I can see, at least):
First - the tried and true way. Have a separate set of call handlers,
one for each site (copy each from the first one to make it easier). If
you assign the extension of the dummy dn to the call handler, you
don't even need any extra routing rules, it will just work. Then you
set caller-input 0 on each CH to go to whatever operator you want to
for each site (or use 'transfer to alternate contact number' to save
the extra user/call handler). You can do pretty much the exact same
thing in Unity. Any changes down the road will have to be synced
across each CH, but that isn't too hard and it give you some
flexibility in case you want to do something different.
Second - the way I haven't actually tried but am pretty sure would
work. You use the routing rules to set the search space appropriately
and it is inherited down when the call is routed to the one call
handler. You configure a separate operator user (or call handler) for
each site and assign them extension '0' and put them in the partition
that is reachable for the search space you are assigning. You don't
set up caller-input 0 on the call handler, you just enable the option
to allow users to dial extensions. Thus, when the caller dials 0, it
is routed to whatever user (operator) has extension 0 in the active
search space.
Both should work, and the second one does utilize the snazzy new
search space feature, but, in my opinion at least, it is a little
unnecessarily complicated. If it were me, I'd go with the more
straight forward first option.
-Pat
On Tue, Dec 1, 2009 at 12:19 PM, O'Brien, Neil <nobrien at datapac.com> wrote:
> 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
>
>>
>
>> _______________________________________________ cisco-voip mailing list
>
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>
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>
>>
>
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>
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>
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>
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>>
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