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

[O'Brien, Neil]

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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