<html><head><style type='text/css'>p { margin: 0; }</style></head><body><div style='font-family: Verdana; font-size: 10pt; color: #000000'>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.<br><br>The alternate greeting is fine for this, but we still want the remainder to be the same.<br><br>So, for example, our call handlers are:<br><br>CH1: Welcome to the University of Guelph >CH2<br>CH2: If you know the extension you are trying to reach, you may enter it at any time > CH3<br>CH3: Please select from one of the following options > CH4<br>CH4: blah blah blah<br><br>(I'm not 100% sure if CH3/CH4 are separate)<br><br>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.<br><br>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.<br><br>If you haven't already, check out www.ciscounitytools.com, it has a new call handler design tool which will make your life easier. <br><br>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.<br><br><br><br>---<br>Lelio Fulgenzi, B.A.<br>Senior Analyst (CCS) * University of Guelph * Guelph, Ontario N1G 2W1<br>(519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)<br>^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^<br>"Bad grammar makes me [sic]" - Tshirt<br><br><br>----- Original Message -----<br>From: "Neil O'Brien" <nobrien@datapac.com><br>To: "Pat Hayes" <pat-cv@wcyv.com><br>Cc: "Lelio Fulgenzi" <lelio@uoguelph.ca>, cisco-voip@puck.nether.net<br>Sent: Thursday, November 5, 2009 3:49:26 AM GMT -05:00 US/Canada Eastern<br>Subject: RE: [cisco-voip] Unity Connection 7 Call Handlers based on Called Number<br><br>
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<p class="MsoPlainText">Thanks Pat,</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">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.</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">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.</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">On a separate note, if neither of you mind. If I'm
creating a complete AutoAttendant within Unity - "<i>Welcome to Acme &
Co, Please Press 1 for Sales, 2 for Tech Support.....etc”. </i>Then
if you press 2 for Tech Support, you get 2 further options like “<i>Press
1 for Cisco VoIP, Press 2 for Cisco Routing and Switching.....”. </i>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??</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">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 “<i>Press 1 for Sales, 2 for Tech Support, 3 for
Stores”. </i>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. </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">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.</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Thanks for taking the time to read!!</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Thanks again,</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Neil</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Regards,</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Neil O'Brien</p>
<p class="MsoPlainText">Network Engineer</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Datapac Ltd</p>
<p class="MsoPlainText">Phone: +353 1 426 3500</p>
<p class="MsoPlainText">Fax: +353 1 426 3501</p>
<p class="MsoPlainText">Email: nobrien@datapac.com</p>
<p class="MsoPlainText">Web: www.datapac.com</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">Datapac is the leading Irish business technologies
provider</p>
<p class="MsoPlainText">IT Maintenance & Managed Services | Virtualisation
& Storage Solutions | Microsoft Infrastructure Solutions </p>
<p class="MsoPlainText">Voice & Data Networks | Unified Communications |
Microsoft Dynamics Nav ERP | EPOS Retail Solutions | IT Consumables</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText"><span lang="EN-US">-----Original Message-----<br>
From: pat@wcyv.com [mailto:pat@wcyv.com] On Behalf Of Pat Hayes<br>
Sent: 04 November 2009 22:39<br>
To: O'Brien, Neil<br>
Cc: Lelio Fulgenzi; cisco-voip@puck.nether.net<br>
Subject: Re: [cisco-voip] Unity Connection 7 Call Handlers based on Called
Number</span></p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">The inherited search space that the call handler picks up
from the</p>
<p class="MsoPlainText">routing rules in the config that Lelio describes only
governs what</p>
<p class="MsoPlainText">extensions the user can enter directly, it doesn't impact
the</p>
<p class="MsoPlainText">caller-input config.</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">If you just need to do this for an operator, that will
work, just</p>
<p class="MsoPlainText">configure multiple users with the extension '0' and put
them in</p>
<p class="MsoPlainText">separate partitions. If there are multiple inputs that
you need to go</p>
<p class="MsoPlainText">to site specific locations, that doesn't really scale,
you would be</p>
<p class="MsoPlainText">much better off just making copies of the call handler
with the</p>
<p class="MsoPlainText">appropriate extensions and setting up the caller input.
No need for</p>
<p class="MsoPlainText">routing rules, search spaces, or partitions.</p>
<p class="MsoPlainText"> </p>
<p class="MsoPlainText">On Wed, Nov 4, 2009 at 2:33 PM, O'Brien, Neil
<nobrien@datapac.com> wrote:</p>
<p class="MsoPlainText">> Thanks for the info, I kinda figured I’d have
to do some reading, now I know</p>
<p class="MsoPlainText">> what I have to read!!</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Thanks again..........</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Regards,</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Neil O'Brien</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Network Engineer</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Datapac Ltd</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Phone: +353 1 426 3500</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Fax: +353 1 426 3501</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Email: nobrien@datapac.com</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Web: www.datapac.com</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Datapac is the leading Irish business technologies
provider</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> IT Maintenance & Managed Services |
Virtualisation & Storage Solutions |</p>
<p class="MsoPlainText">> Microsoft Infrastructure Solutions</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Voice & Data Networks | Unified Communications |
Microsoft Dynamics Nav ERP</p>
<p class="MsoPlainText">> | EPOS Retail Solutions | IT Consumables</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> From: Lelio Fulgenzi [mailto:lelio@uoguelph.ca]</p>
<p class="MsoPlainText">> Sent: 04 November 2009 19:30</p>
<p class="MsoPlainText">> To: O'Brien, Neil</p>
<p class="MsoPlainText">> Cc: cisco-voip@puck.nether.net</p>
<p class="MsoPlainText">> Subject: Re: [cisco-voip] Unity Connection 7 Call
Handlers based on Called</p>
<p class="MsoPlainText">> Number</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> This is what routing rules and search spaces are
used for. It's a bit</p>
<p class="MsoPlainText">> complicated to answer in email, but basically, if
you create a routing rule</p>
<p class="MsoPlainText">> for each called number and assign it a particular
search space then route it</p>
<p class="MsoPlainText">> to a call handler, the call handler is set to
"inherit" the search space.</p>
<p class="MsoPlainText">> Then when it dials "0", it will dial the
appropriate "0" based on the search</p>
<p class="MsoPlainText">> space.</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> It takes some time to get your head around it, but
it should work.</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> I would read up on the routing rules and search
space documentation. I had</p>
<p class="MsoPlainText">> to read it more than once. ;)</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> ---</p>
<p class="MsoPlainText">> Lelio Fulgenzi, B.A.</p>
<p class="MsoPlainText">> Senior Analyst (CCS) * University of Guelph *
Guelph, Ontario N1G 2W1</p>
<p class="MsoPlainText">> (519) 824-4120 x56354 (519) 767-1060 FAX (JNHN)</p>
<p class="MsoPlainText">>
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^</p>
<p class="MsoPlainText">> "Bad grammar makes me [sic]" - Tshirt</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> ----- Original Message -----</p>
<p class="MsoPlainText">> From: "Neil O'Brien"
<nobrien@datapac.com></p>
<p class="MsoPlainText">> To: cisco-voip@puck.nether.net</p>
<p class="MsoPlainText">> Sent: Wednesday, November 4, 2009 2:22:41 PM GMT
-05:00 US/Canada Eastern</p>
<p class="MsoPlainText">> Subject: [cisco-voip] Unity Connection 7 Call
Handlers based on Called</p>
<p class="MsoPlainText">> Number</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Hi,</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> We have Unity Connection 7 and have multiple
geographically disparate</p>
<p class="MsoPlainText">> sites. We have a requirement for a single call
handler with various options</p>
<p class="MsoPlainText">> but the numbers these options ring will differ based
on the called number.</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> So for example, if Ben calls 555 1234 which is
Remote Site A, it goes</p>
<p class="MsoPlainText">> through to the central call handler in HQ. Ben
selects Option 1 is to speak</p>
<p class="MsoPlainText">> to a reception. It needs to go through to the
reception of the office he</p>
<p class="MsoPlainText">> dialled. If Jerry calls 907 1234 for Remote
Site B, it goes through to the</p>
<p class="MsoPlainText">> same call hander and Jerry selects Option 1 to speak
to reception, it needs</p>
<p class="MsoPlainText">> to go through to the reception of the office he
called.</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> I am very unfamiliar with Unity Connection so
I’d appreciate some guidance.</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Thanks in advance,</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> Neil</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> _______________________________________________
cisco-voip mailing list</p>
<p class="MsoPlainText">> cisco-voip@puck.nether.net</p>
<p class="MsoPlainText">> https://puck.nether.net/mailman/listinfo/cisco-voip</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> _______________________________________________</p>
<p class="MsoPlainText">> cisco-voip mailing list</p>
<p class="MsoPlainText">> cisco-voip@puck.nether.net</p>
<p class="MsoPlainText">> https://puck.nether.net/mailman/listinfo/cisco-voip</p>
<p class="MsoPlainText">> </p>
<p class="MsoPlainText">> </p>
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