Cisco Unity

Document ID: 18891

Contents

Introduction
Prerequisites
      Requirements
      Components Used
      Conventions
Problem
Set Up Multiple Cisco Unity AutoAttendants
Forward Calls to Cisco Unity AutoAttendants
      Step-by-Step Instructions
      Verify the Configuration
Verify Call Routing
      Use Call Viewer
      Use Status Monitor
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Introduction

This document explains how to set up multiple Cisco Unity AutoAttendants and how to configure Cisco CallManager to forward calls to the AutoAttendants.

Prerequisites

Requirements

There are no specific requirements for this document.

Components Used

The information in this document is based on these software versions:

• All versions of Cisco Unity

• All versions of Cisco CallManager

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

For more information on document conventions, refer to the Cisco Technical Tips Conventions.

Problem

With AutoAttendant, Cisco Unity enables the placement of a general, automated message on a voice system. The message is something like “You have reached company ABC. Please select from the following options.”

At times, multiple Cisco Unity AutoAttendants are necessary. For example, if two merging companies share the same Cisco Unity system, different AutoAttendants can be necessary for each department. Or, a location-specific greeting can be necessary if a company has multiple locations with multiple Cisco Unity systems.

Set Up Multiple Cisco Unity AutoAttendants

Whether you set up one Cisco Unity AutoAttendant or many, on a single Unity system or multiple systems, the procedure is the same. The procedure is:

1. Create a call handler for each Cisco Unity AutoAttendant that you require.

   Note: You can make use of Audio Text Manager for creating and editing complex call handlers. Refer to Audio Text Manager for more information.

   You can use a subscriber if you wish.

2. Add the extension to the call handler profile.

3. Add any greeting that you wish, and configure the menu tree as you desire within Cisco Unity.

This image shows a Cisco Unity AutoAttendant call handler with the directory number (DN) 5000.

For more information on how to set up call handlers in Cisco Unity, refer to Cisco Unity Documentation.

Forward Calls to Cisco Unity AutoAttendants

You can configure the route of a call from Cisco CallManager to the Cisco Unity AutoAttendants.

In this example, the placement of a call to the Cisco Unity AutoAttendant DN 5000 occurs after you complete the call-forward configuration. The call goes to a computer telephony integration (CTI) route point, the purpose of which is to forward the call to Cisco Unity. The CTI route point has a configuration to forward all calls to DN 1900. DN 1900 is the DN on the first Cisco Unity voice port. When the call forwards to Cisco Unity, Unity routes the call to the call handler with DN 5000. Cisco Unity then plays the greeting. The greeting directs the caller to follow the instructions. The instructions can be something like "Press one for sales, press two for customer service, or press zero for the operator".

Step-by-Step Instructions

Complete these steps to configure call forwarding to Cisco Unity AutoAttendants.

1. Open Cisco CallManager Administration.

2. Choose Device > CTI Route Point.

3. Click the Add a New CTI Route Point link, and then enter the appropriate settings for each AutoAttendant with an extension equal to the Direct Inward Dial (DID) number that you want other people to call.

   Use this information to enter the settings for each AutoAttendant:

   • Device Name—A unique identifier for this device. Enter between 1 and 15 characters, which includes alphanumeric characters, dots, dashes, or underscores.

   • Description—A descriptive name for the CTI route point.

   • Device Pool—Specifies the collection of properties for this device, which includes Cisco CallManager Group, Date/Time Group, Region, and Calling Search Space for autoregistration. Select the name of a Device Pool from the drop-down menu.

   Click Insert. This action refreshes the page to display the information that you entered for the new CTI route point. The list on the left side of the page displays an icon that you can click to begin to add lines to the route point.

4. Click Line 1 on the left side of the page, and then enter this setting:

   • Forward All—Enter the voice mail pilot number for port 1 to indicate the directory number to which all calls forward.

   Click Insert.

Verify the Configuration

When you complete all the steps, the Cisco CallManager configuration in this example looks similar to this:

Verify Call Routing

The best way to verify that the routing occurs properly is to determine if the call arrives in Cisco Unity and if the call goes to the Cisco Unity AutoAttendant call handler. You can use the Cisco Unity tools Call Viewer and Status Monitor to make this determination.

In this example, you place a test call from DN 1400 to DN 5000. The call forwards to Cisco Unity, and Unity routes the call to the proper Cisco Unity AutoAttendant call handler.

Use Call Viewer

To access Call Viewer, choose Start > Programs > Unity > Call Viewer.

For the call in question, the Call Viewer screen looks like this:

Use Status Monitor

To access Status Monitor, complete these steps:

1. Right-click the Unity icon.

2. Choose Status Monitor.

3. Click the second icon from the left, which depicts a phone.

   All lines between Cisco Unity and Cisco CallManager display, along with the status.

   As this window shows, the test call came into Cisco Unity on the first voice port. The greeting plays for the correct call handler. This information confirms that routing occurs correctly.

   

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Related Information

• Voice Technology Support
• Voice and Unified Communications Product Support
• Recommended Reading: Troubleshooting Cisco IP Telephony
• Technical Support - Cisco Systems