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<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><br>
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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">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.”<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D">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.<o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D">Hyoun Kim<o:p></o:p></span></b></p>
<p class="MsoNormal"><i><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D">Network Engineer<o:p></o:p></span></i></p>
<p class="MsoNormal"><i><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D">Network Infrastructure<o:p></o:p></span></i></p>
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D">OHL<o:p></o:p></span></b></p>
<p class="MsoNormal"><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<p class="MsoNormal"><i><span style="font-size:8.0pt;font-family:"Arial","sans-serif";
color:black">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 disclosure by any person other than the intended recipient or the intended recipient’s designees is strictly prohibited. If you are not the intended recipient or their designee, please notify the sender immediately
by return e-mail and delete all copies.</span></i><span style="font-size:10.0pt;font-family:"Arial","sans-serif";
color:#1F497D"><o:p></o:p></span></p>
<p class="MsoNormal"><span style="font-size:11.0pt;font-family:"Calibri","sans-serif";
color:#1F497D"><o:p> </o:p></span></p>
<div style="border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in">
<p class="MsoNormal"><b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif"">From:</span></b><span style="font-size:10.0pt;font-family:"Tahoma","sans-serif""> Scott Voll [mailto:svoll.voip@gmail.com]
<br>
<b>Sent:</b> Monday, February 13, 2012 3:32 PM<br>
<b>To:</b> Kim, Hyoun<br>
<b>Cc:</b> cisco-voip@puck.nether.net<br>
<b>Subject:</b> Re: [cisco-voip] On-Call Solution/Best Practices for CUCM/Unity Environment<o:p></o:p></span></p>
</div>
<p class="MsoNormal"><o:p> </o:p></p>
<p class="MsoNormal">Do you have UCCx premium?<o:p></o:p></p>
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<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal">Could you do a DB dip for the on call person and call transfer to them?<o:p></o:p></p>
</div>
<div>
<p class="MsoNormal"><o:p> </o:p></p>
</div>
<div>
<p class="MsoNormal" style="margin-bottom:12.0pt">Scott<o:p></o:p></p>
<div>
<p class="MsoNormal">On Mon, Feb 13, 2012 at 10:15 AM, Kim, Hyoun <<a href="mailto:hkim@ohl.com">hkim@ohl.com</a>> wrote:<o:p></o:p></p>
<div>
<div>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Hi all,<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">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.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto">Thanks in advance.<o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Hyoun Kim</span></b><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><i><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Network Engineer</span></i><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><i><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">Network Infrastructure</span></i><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"><b><span style="font-size:10.0pt;font-family:"Arial","sans-serif"">OHL</span></b><o:p></o:p></p>
<p class="MsoNormal" style="mso-margin-top-alt:auto;mso-margin-bottom-alt:auto"> <o:p></o:p></p>
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<p class="MsoNormal"><br>
______________________________________________________<br>
<br>
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 disclosure by any person other than the intended recipient
or the intended recipient's designees is strictly prohibited. If you are not the intended recipient or their designee, please notify the sender immediately by return e-mail and delete all copies.<o:p></o:p></p>
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<p class="MsoNormal" style="margin-bottom:12.0pt"><br>
_______________________________________________<br>
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<p class="MsoNormal"><o:p> </o:p></p>
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______________________________________________________<BR>
<BR>
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 disclosure by any person other than the intended recipient or the intended recipient's designees is strictly prohibited. If you are not the intended recipient or their designee, please notify the sender immediately by return e-mail and delete all copies.<BR>
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