Table Of Contents
Managing Call Handlers
Overview: Default Call Handlers
Creating Call Handlers
Setting Up One-Key Dialing
Modifying Call Handlers
Deleting Call Handlers
Managing Call Handlers
See the following sections in this chapter:
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Overview: Default Call Handlers
•Creating Call Handlers
•Setting Up One-Key Dialing
•Modifying Call Handlers
•Deleting Call Handlers
Overview: Default Call Handlers
Cisco Unity Connection comes with the following predefined call handlers, which you can modify but not delete. Note that you will at least want to modify the greetings for these call handlers.
Opening Greeting
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Acts as an automated attendant, playing the greeting that callers first hear when they call your organization, and performing the actions you specify. The Opening Greeting Call Routing rule transfers all incoming calls to the Opening Greeting call handler.
By default, the Opening Greeting call handler allows callers to press * to reach the Sign-in conversation, or press # to reach the Operator call handler. Messages left in the Opening Greeting call handler are sent to the Undeliverable Messages distribution list.
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Operator
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Calls are routed to this call handler when callers press "0" or do not press any key (the default setting). You can set up the Operator call handler so that callers can leave a message or be transferred to a live operator.
By default, the Operator call handler allows callers to press * to reach the Sign-in conversation, or press # to reach the Opening Greeting call handler. Messages left in the Operator call handler are sent to the mailbox for the Operator user.
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Goodbye
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Plays a brief goodbye message and then hangs up if there is no caller input.
By default, the Goodbye call handler allows callers to press * to reach the Sign-in conversation, or press # to reach the Opening Greeting call handler. If you change the After Greeting action from Hang Up to Take Message, then messages left in the Goodbye call handler are sent to the Undeliverable Messages distribution list.
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Creating Call Handlers
Use the following task list to create call handlers.
1. Create a call handler template on which to base the new call handlers. See the following "To Create a Call Handler Template" procedure for instructions. Alternatively, you can:
–Skip this task entirely and use the Default System Call Handler Template instead.
or
–Modify the settings of the Default System Call Handler Template prior to using it; see the "To Modify a Call Handler Template" procedure for instructions.
2. Create the new call handlers. See the "To Create a Call Handler" procedure for instructions.
To Create a Call Handler Template
Step 1 In Cisco Unity Connection Administration, expand Templates, then click Call Handler Templates.
Step 2 On the Search Call Handler Templates page, click Add New.
Step 3 On the New Call Handler Template page, enter basic settings, as applicable. (For field information, on the Help menu, click Field Definitions.)
Note Fields marked with * (an asterisk) are required.
Step 4 Click Save.
Step 5 On the Edit Call Handler Template page, continue entering applicable settings.
Step 6 When you have finished entering settings on the Edit Call Handler Template page, click Save.
Step 7 From the Edit menu, click any (or all) of the following related pages, to continue adding applicable settings to the new call handler template:
•Transfer Options
•Caller Input
•Greetings
•Message Settings
Step 8 If you change any of the default settings on any of the pages listed in Step 7, click Save before leaving the page.
To Modify a Call Handler Template
Step 1 In Cisco Unity Connection Administration, expand Templates, then click Call Handler Templates.
Step 2 On the Search Call Handler Templates page, click the display name of the call handler template that you want to modify.
Note If the call handler template you want to modify does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and click Find.
Step 3 On the Edit Call Handler Template, change settings, as applicable. (For field information, on the Help menu, click Field Definitions.)
Step 4 When you have finished changing settings on the Edit Call Handler Template page, click Save.
Step 5 You may also want to change settings on any (or all) of the following related pages, as applicable:
•Transfer Options
•Caller Input
•Greetings
•Message Settings
Step 6 If you change any of the settings on a page listed in Step 5, click Save before leaving the page.
To Create a Call Handler
Step 1 In Cisco Unity Connection Administration, expand Call Management, then click System Call Handlers.
Step 2 On the Search Call Handlers page, click Add New.
Step 3 On the New Call Handler page, enter basic settings, as applicable. (For field information, on the Help menu, click Field Definitions.)
Note Fields marked with * (an asterisk) are required.
Step 4 Click Save.
Step 5 On the Edit Call Handler page, continue entering settings for the call handler.
Step 6 When you have finished entering settings on the Edit Call Handler page, click Save.
Step 7 From the Edit menu, click any (or all) of the following related pages, to continue adding applicable settings to the new call handler:
•Transfer Options
•Caller Input
•Greetings
•Message Settings
•Call Handler Owners
Note Depending on how you set up the call handler template on which this new call handler is based, you may not need to change any settings on these additional pages. At a minimum, however, you should record a name and one or more greetings for the call handler.
Step 8 If you change any of the settings on a page listed in Step 7, click Save before leaving the page.
Setting Up One-Key Dialing
By configuring caller input for individual keys, you can allow callers to quickly reach a destination by using one-key dialing. The caller input settings are in effect while the call handler greeting is playing.
With one-key dialing, you can offer callers a menu of choices. One-key dialing enables you to designate a single digit to represent a user extension, call handler, interview handler, or directory handler. Instead of entering the full extension, the caller presses a single key.
To Set Up a One-Key Dialing Option from a Call Handler
Step 1 In Cisco Unity Connection Administration, expand Call Management, then click System Call Handlers.
Step 2 On the Search Call Handler page, in the Search Results table, click the display name of the applicable call handler.
Note If the call handler does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and click Find.
Step 3 On the Edit Call Handler page, on the Edit menu, click Caller Input.
Step 4 In the Single Key Settings table, click the applicable touchtone key.
Step 5 On the Edit Caller Input page for the key you have selected, check the Ignore Additional Input (Locked) check box.
Step 6 Click an Action, and change settings as applicable.
Step 7 Click Save.
Step 8 Optionally, you can rerecord the greeting to mention the key that callers can press while listening to the call handler greeting. On the Edit Call Handler page, click Play/Record, and record a greeting. Then click Save.
Modifying Call Handlers
After a call handler has been created, you may need to adjust settings. You can use the procedures in this section to modify existing call handlers by using Cisco Unity Connection Administration. You can also use the Bulk Edit utility to make changes to multiple call handlers at once. The Bulk Edit utility is available in Tools Depot. (To access Tools Depot, double-click the Cisco Unity Tools Depot icon on the Cisco Unity Connection server desktop.)
To manage call handler greetings when you—or the call handler owner(s) that you assign—cannot access Cisco Unity Connection Administration, you can use the Cisco Unity Greetings Administrator. For more information, see the "Setting Up the Cisco Unity Greetings Administrator" section on page 19-4 and the "Using the Cisco Unity Greetings Administrator to Record or Rerecord Call Handler Greetings" section on page 19-2.
Note You cannot make changes to a particular call handler by changing settings on the call handler template upon which that call handler was based when it was created. If you change settings on a call handler template, the new settings will be in effect only for new call handlers that are created by using that template.
To Modify a Call Handler
Step 1 In Cisco Unity Connection Administration, expand Call Management, then click System Call Handlers.
Step 2 On the Search Call Handlers page, click the display name of the call handler that you want to modify.
Note If the call handler you want to modify does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and click Find.
Step 3 On the Edit Call Handler page, change settings, as applicable. (For field information, on the Help menu, click Field Definitions.)
Step 4 When you have finished changing settings on the Edit Call Handler page, click Save.
Step 5 You may also want to change settings on any (or all) of the following related pages, as applicable:
•Transfer Options
•Caller Input
•Greetings
•Message Settings
Step 6 If you change any of the settings on a page listed in Step 5, click Save before leaving the page.
Deleting Call Handlers
We recommend that you investigate dependencies among your call handlers prior to deleting one. After you delete a call handler, any call routing rules or other call handlers that directed calls to the call handler will instead direct them to the Opening Greeting call handler. If you delete call handlers that are referenced by other call handlers, be sure to re-record the greetings so that callers hear the appropriate information about input options.
To Delete a Call Handler
Step 1 In Cisco Unity Connection Administration, expand Call Management, then click System Call Handlers.
Step 2 On the Search Call Handlers page, click the display name of the call handler that you want to delete.
Note If the call handler you want to delete does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and click Find.
Step 3 On the Edit Call Handler page, click Delete.
Caution Before deleting the call handler, verify that no routing rules or other call handlers point to it. If other call handlers reference the deleted call handler, be sure to rerecord the greetings of those call handlers and change other settings as necessary to remove mention of the deleted handler.
Step 4 In the dialog box that opens, asking you to confirm the deletion, click OK.
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