[cisco-voip] On-Call Solution/Best Practices for CUCM/Unity Environment

[Scott Voll]

sounds like what you have is working for you.  could you not just add a
second email inbox to your smartphone to mark it as read?

Scott

On Mon, Feb 13, 2012 at 2:06 PM, Kim, Hyoun <hkim at ohl.com> wrote:

>  I thought the UCCX “Premium” tag only applied to older versions.  We
> have UCCX 8.0.2.  UCCX is actually used for our Service Desk and we don’t
> use it for anything else, but if an On-Call scenario could be built that’s
> better than how it’s handled now, then that’s a viable option.****
>
>
> But before I go any further, maybe I need to elaborate how our setup is
> made and what we don’t like about it.  Again, I didn’t set it up, it was
> just inherited by me and my team from the past engineers.  For simplicity’s
> sake, we’re going to use my department’s (Networking) On-Call setup.****
>
> ** **
>
> There is a CTI Route Point set up on CUCM for our On-Call setup.  This CTI
> RP is pointed to a DN which also has a DID attached to it as a translation
> pattern.  For that DN, we use “Forward All” which we change to our own cell
> phones during the start of each person’s rotations.  Simple enough.  You
> dial the DID (which we publish), you get whoever is on-call.****
>
> ** **
>
> On Unity, we have a voicemailbox that is attached to an Exchange mailbox.
> This VM is attached to a dummy-non-used extension so  you can’t actually
> leave any voicemail messages on that mailbox.  In the Message Notification
> options for that VM, we have it monitor the exchange mailbox for any unread
> messages and use the DN extension that was defined under the CTI Route
> Point in CUCM.  Whenever that Exchange mailbox receives a new message, the
> Unity VM’s notification setup will call the extension, who then calls the
> On-Call number being forwarded.   When you answer, you just hear the normal
> prompt of “This is the Cisco Unity Messaging system notifying you that
> there are unread messages in your mailbox.”****
>
> ** **
>
> So that is how the on-call is set up for my team and other teams.  This
> setup was created because there were times (in the middle of the night)
> where something went wrong/failed and someone had to be notified in some
> manner.  A simple email to someone’s mailbox is usually not enough to wake
> them up and not everyone has each other’s cell phone number.  By doing it
> in the way that it is described, it makes it a lot easier to wake that
> person up.  The problem is that to make it stop calling you, you have to go
> to that mailbox and mark the message as read.  If you happen to not have
> Internet access at the time, then you will receive calls repeatedly.****
>
> ** **
>
> Anyway, this is how our On-Call system is set up.  I’m just wondering if
> there is a “better” way to do this given the CUCM & Unity servers.  I know
> there has to be other ways to implement an on-call system but I’m just not
> sure how.****
>
> ** **
>
> *Hyoun Kim*
>
> *Network Engineer*
>
> *Network Infrastructure*
>
> *OHL*
>
> ** **
>
> *This e-mail transmission may contain information that is proprietary,
> privileged and/or confidential and is intended exclusively for the
> person(s) to whom it is addressed. Any use, copying, retention or
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>
> ** **
>
> *From:* Scott Voll [mailto:svoll.voip at gmail.com]
> *Sent:* Monday, February 13, 2012 3:32 PM
> *To:* Kim, Hyoun
> *Cc:* cisco-voip at puck.nether.net
> *Subject:* Re: [cisco-voip] On-Call Solution/Best Practices for
> CUCM/Unity Environment****
>
> ** **
>
> Do you have UCCx premium?****
>
> ** **
>
> Could you do a DB dip for the on call person and call transfer to them?***
> *
>
> ** **
>
> Scott****
>
> On Mon, Feb 13, 2012 at 10:15 AM, Kim, Hyoun <hkim at ohl.com> wrote:****
>
> Hi all,****
>
>  ****
>
> It’s been awhile since I posted. I was originally posting from Charter
> Communications but moved to another job that has a fully fledged
> CUCM/CCX/Unity environment.****
>
>  ****
>
> Does anyone have a solution for departments using an “On-Call” rotation?
> I kind of inherited the existing infrastructure at my new company and the
> prior voice engineers both left.****
>
>  ****
>
> Right now the way the previous engineers set it up is via Unity, which is
> monitoring an Exchange mailbox for any unread messages.  We have other
> hardware management software that will shoot alerts to this mailbox.  Then
> Unity is using its notification options to call specific numbers to notify
> them that they have unread messages in this mailbox.  This is how various
> departments who have 24/7 on-call rotations are being notified that there
> are issues that need to be investigated.****
>
>  ****
>
> While it does work, it requires the person on-call to have Internet access
> to mark those emails as “read” to force Unity to stop calling.  To me that
> seems to be a backwards way of using the current environment for
> departments using a 24/7 on-call rotation, but given my past experiences, I
> don’t know of a “better” way to do this with existing hardware.****
>
>  ****
>
> Thanks in advance.****
>
>  ****
>
> *Hyoun Kim*****
>
> *Network Engineer*****
>
> *Network Infrastructure*****
>
> *OHL*****
>
>  ****
>
>
> ______________________________________________________
>
> This e-mail transmission may contain information that is proprietary,
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>
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> ** **
>
> ______________________________________________________
>
> This e-mail transmission may contain information that is proprietary,
> privileged and/or confidential and is intended exclusively for the
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