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Personal call transfer rules allow you to consolidate how and where you want to receive calls. Using the Personal Call Transfer Rules web tool, you can create rules to transfer and screen calls based on caller identification, time of day, and meeting schedules. You can also set Cisco Unity Connection to transfer selected calls to a destination or destination group.
You can change the characteristics of your rules as frequently as you need. For example, you might create a rule that sends all calls from a co-worker to your mobile phone and later change the rule to send all calls except those from the co-worker to your mobile phone.
Rules can be general, such as “Send all my calls to voicemail.” Or they can be specific, such as “Send calls from Jane Smith to my mobile phone if she calls between 9:00 am and 10:00 am, and screen the call.”
A rule set is a group of one or more rules that you can enable on certain days and for a range of dates, according to your schedule. When the date or day specified for a rule set becomes current, Connection turns on the rule set and begins processing calls against it. Connection gives precedence to a rule set enabled for a range of dates over one enabled for day(s) of the week.
Connection uses the first rule in the set that matches the condition of an incoming call and applies it. Therefore, the way in which you order your rules within a set is important. In general, order rules from most specific to least specific.
To set up a rule set successfully, see Task List for Setting Up a Rule Set.
To set up a rule set successfully, do the following tasks in the order listed.
Set up any personal contacts, caller groups, personal destinations, and destination groups that you plan to use in your rules. See the applicable topics:
"Managing Your Contacts" in the User Guide for the Cisco Unity Connection Messaging Assistant Web Tool at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/8x/user/guide/assistant/b_8xcucugasst.html.
Create a rule set. See Creating Rule Sets.
Add rules to the rule set. See Adding Rules to Rule Sets.
Order the rules correctly. See Reordering Rules in Rule Sets.
If you want Connection to ring your extension before applying your transfer rules, check the check box on the Preferences > Rule Settings page in the Personal Call Transfer Rules web tool. See Changing Your Rule-Processing Preferences.
Test the rule set, if applicable. See Testing Rule Sets.
Change rules as necessary. See Changing Rules.
Enable the rule set. See Enabling and Disabling Rule Sets.
Configure the basic transfer rules to apply personal call transfer rules. See Setting Basic Transfer Rules to Apply Personal Call Transfer Rules.
Once you have created a rule set, add one or more rules to it.
Caution | Any contacts, caller groups, personal destinations, or destination groups that you plan to use in your rules must be created before you add rules. If they do not exist, you will not be able to set up your rules correctly. |
Step 1 | In the Personal Call Transfer Rules web tool, from the Rules menu, select View Call Transfer Rule Sets. |
Step 2 | On the Call Transfer Rule Sets page, select the name of the rule set that contains the rule you want to change. |
Step 3 | On the Rule Set page, in the Transfer Rules list, select the rule name. |
Step 4 | On the Rule page, make your changes. Use the tables in Adding Rules to Rule Sets to determine values for the fields. |
Step 5 | In the Preview section, select Update Preview to display a text version of the rule so you can confirm that your changed version is correct. |
Step 6 | Select Save. |
The order of rules in a rule set is important because Cisco Unity Connection processes the rules from the top of the list to the bottom, then applies only the first rule whose conditions are met by the incoming call.
If a rule set has more than one rule, arrange the rules from most specific to least specific to ensure that Connection applies the most specific rule to a call, rather than applying a more general rule to it.
Tip | To change the priority of only one rule in a set, make your change to that rule in the Transfer Rules list on the Rule Set page, and click Update Priority. All other rules in the rule set will be reprioritized accordingly. |
Step 1 | In the Personal Call Transfer Rules web tool, from the Rules menu, select View Call Transfer Rule Sets. |
Step 2 | On the Call Transfer Rule Sets page, select the name of the rule set. |
Step 3 | On the Rule Set page, enter a number in the Priority column to specify the order in which you want Connection to process the rules in the set. (For example, to process the “Send all my calls to voicemail” rule first, enter 1; to process the “Send calls from Jane Smith to my mobile phone” rule second, enter 2.) |
Step 4 | Select Update Priority. The rules are reorganized according to their priority and saved. |
Use the Call Transfer Rule Tester tool to see how Cisco Unity Connection would transfer an incoming call based on the rule(s) in a set. You might choose to test a rule set after building it to see if the rule applies to a specific caller or to an incoming call that reaches you at a specific time of day.
The Call Transfer Rule Tester tool is also a good way to diagnose a call-forwarding problem. For example, if a call was not forwarded in a way that you expected, enter the name of the actual caller and the time of day and date when the call was placed, and the Rule Tester can help you figure out the part of the rule set that Connection would apply to the incoming call.
To get results with the Call Transfer Rule Tester, the rule set that contains the rule you are testing must be enabled or active.
Note | Contact your Connection administrator if you are unable to diagnose call-forwarding problems with the Call Transfer Rule Tester tool. |
Step 1 | In the Personal Call Transfer Rules web tool, from the Tools menu, select Call Transfer Rule Tester. | ||
Step 2 | On the Call Transfer Rule Tester page, enter or choose the incoming-call conditions that you want to use for the test:
To get accurate results with the Rule Tester tool, specify a date. If you do not specify a date, the rule is evaluated with the current date, which is the default. You can combine the conditions in any way to test your rules. For example, you can specify the caller, time, date, and year. Or you can specify only the time of day and date. | ||
Step 3 | Select Test. If an enabled or active rule applies to the call conditions that you specified, Connection displays the rule. If no enabled or active rule applies to the call conditions that you specified, Connection displays a message explaining that no matching rules were found.
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Step 1 | In the Personal Call Transfer Rules web tool, from the Rules menu, select View Call Transfer Rule Sets. |
Step 2 | On the Call Transfer Rule Sets page, check the check box next to the rule set you want to delete. |
Step 3 | Select the Delete Selected Rows icon below the menu bar. If the rule set is active, you will receive an error message that the rule set cannot be deleted. |
Step 4 | Select OK to delete the rule set. |
Enabling a rule set means to set the days or date range that it will be active. Cisco Unity Connection uses the schedule to apply rules to your incoming phone calls. You can schedule the active period in advance in the Personal Call Transfer Rules web tool.
Disabling a rule set means making it ineligible to be active.
Connection allows more than one rule set to be enabled within the same time period. When more than one rule set is enabled, a set enabled within a range of dates takes precedence over a set enabled by days of the week. When the range of dates is no longer applicable, the set enabled by days of the week is restored. Multiple rule sets cannot be enabled on overlapping dates.
Personal call transfer rules are used only if the active basic rule—the standard, alternate or closed transfer rule—is set to apply personal call transfer rules instead of the basic settings. Once you have created and enabled personal call transfer rule sets, you must set the basic transfer rules to apply personal call transfer rules.
Note | You use the Messaging Assistant web tool to do the following procedure (not the Personal Call Transfer Rules web tool). |
Step 1 | In the Messaging Assistant web tool, from the Preferences menu, select Transfer and Screening. |
Step 2 | In the Transfer Rule table, choose the basic transfer rule that you want to set to use personal call transfer rules. |
Step 3 | In the When This Basic Rule Is Active field, select Apply Personal Call Transfer Rules. |
Step 4 | Select Save. |
Step 5 | Repeat Step 1 through Step 4 for each additional basic transfer rule that you want to set to use personal call transfer rules. |