Table Of Contents
Call Handler Settings
Overview: Call Handler Settings
Predefined Call Handlers
Creating and Modifying Call Handlers
Setting Up the Cisco Unity Greetings Administrator
Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings
Call Handler Profile Settings
Call Handler Transfer Settings
Call Handler Greetings Settings
Call Handler Caller Input Settings
Call Handler Messages Settings
Call Handler Settings
Overview: Call Handler Settings
Call handlers answer calls, greet callers with recorded prompts and provide them with information and options, route calls, and take messages. They are a basic component of Cisco Unity. Your plan for call handlers can be simple, using only the predefined Cisco Unity call handlers, or you can create an unlimited number of new call handlers. You may want to use call handlers in the following ways:
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As an automated attendant—A call handler can be used in place of a human operator to answer and direct calls by playing greetings and responding to touchtones. The automated attendant can provide a menu of options (for example, "For Sales, press 1; for Service, press 2; for our business hours, press 3.").
•To offer prerecorded audiotext—A call handler can be used to provide information that customers request frequently (for example, "Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.").
•As a message recipient—A call handler can be used to take messages for the organization (for example, "All of our customer service representatives are busy. Please state your name, phone number, and account number, and we will return your call as soon as possible.").
•To transfer calls—A call handler can be used to route callers to a subscriber (for example, after hours, you could transfer calls that come to a technical support call handler directly to the cell phone of the person who is on call), or to another call handler.
See the "Creating a Call Management Plan" section for information about using call handlers and other call management tools to manage incoming calls.
Predefined Call Handlers
Cisco Unity 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 Default Call Handler 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 Example Administrator. Refer to the Call Management > Call Handlers > Opening Greeting page Help for details on additional settings.
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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) as stated in the Cisco Unity conversation. 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 Unaddressed Messages distribution list. Refer to the Call Management > Call Handlers > Operator page Help for details on additional settings.
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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 Example Administrator. Refer to the Call Management > Call Handlers > Good-bye page Help for details on additional settings.
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See the following sections in this chapter for more information:
•Creating and Modifying Call Handlers
•Call Handler Profile Settings
•Call Handler Transfer Settings
•Call Handler Greetings Settings
•Call Handler Caller Input Settings
•Call Handler Messages Settings
Creating and Modifying Call Handlers
You can use the procedures in this section to create new call handlers or to modify existing ones by using the Cisco Unity Administrator. You can also use the Bulk Edit utility to make changes to multiple call handlers at once. The Bulk Edit utility is available in the Tools Depot. (To access Tools Depot, double-click the Cisco Unity Tools Depot icon on the Cisco Unity server desktop.)
To manage call handler greetings when you—or the call handler owner(s) that you assign—cannot access the Cisco Unity Administrator, you can use the Cisco Unity Greetings Administrator. For more information, see the "Setting Up the Cisco Unity Greetings Administrator" section and the "Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings" section.
To Create a New Call Handler in the Cisco Unity Administrator
Step 1 In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2 Click the Add icon.
Step 3 In the Add a Call Handler dialog box, enter information as applicable in the Name field.
Step 4 Select New Handler or Based on Existing Handler. If you select Based on Existing Handler, select the applicable call handler in the Based On field.
Note that if you based your new call handler on an existing one, you reuse all of the settings, including recorded greetings. For this reason, make sure to rerecord the greeting for the new call handler.
Step 5 Click the Add button.
Step 6 Enter settings for your new call handler, and then click the Save icon.
To Modify a Call Handler in the Cisco Unity Administrator
Step 1 In the Cisco Unity Administrator, go to any Call Management > Call Handlers page.
Step 2 Click the Find icon.
Step 3 Double-click the call handler that you want to modify.
Step 4 Change settings as applicable, and then click the Save icon.
Setting Up the Cisco Unity Greetings Administrator
The Cisco Unity Greetings Administrator allows you—or the call handler owner(s) that you assign—to manage call handler greetings from any phone. For example, when the office is unexpectedly closed because of bad weather, you can call Cisco Unity from home to enable the alternate Opening Greeting, or rerecord a call handler greeting to state that the office is closed.
The owner of the call handler can be any subscriber or public distribution list. When a public distribution list owns a call handler, the Cisco Unity Greetings Administrator allows each member of the public distribution list to manage call handler greetings by using the Cisco Unity phone conversation. (Note that a call handler owner is not necessarily the message recipient.)
By using the Cisco Unity Greeting Administrator, you can do the following tasks without having to access the Cisco Unity Administrator:
•Rerecord a call handler greeting.
•Enable or disable the alternate greeting for a call handler.
•Determine which greeting is currently active for a call handler.
Task List for Setting Up the Cisco Unity Greetings Administrator
1. Set up a phone number so that you or another subscriber can call the Cisco Unity Greetings Administrator. To do so, refer to the documentation for the phone system.
2. Add a routing rule to forward calls from the phone number that you set up to the Cisco Unity Greetings Administrator. Do the "To Add a Routing Rule to Forward Calls to the Cisco Unity Greetings Administrator" procedure.
3. Assign a unique extension to the call handler. Do the "To Assign a Unique Extension to the Call Handler" procedure. Repeat this procedure for each call handler that you want to access by using the Cisco Unity Greetings Administrator.
4. As needed, tell call handler owners how to use the Cisco Unity Greetings Administrator. See the "Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings" section.
Note The RSA SecurID system is not available for subscribers who use the Cisco Unity Greetings Administrator. (For information on RSA SecurID, see the "Enhanced Phone Security" chapter.)
To Add a Routing Rule to Forward Calls to the Cisco Unity Greetings Administrator
Step 1 In the Cisco Unity Administrator, go to the Call Management > Call Routing > Direct Calls page.
Step 2 Click the Add icon.
Step 3 In the Add a Call Routing Rule - Direct dialog box, enter a name for the new routing rule, and click Add.
Step 4 In the Status field, confirm that Enabled is selected.
Step 5 In the Dialed Number field, enter the phone number that is set up for the system administrator to dial for changing call handler greetings by phone.
Step 6 In the Send Call To field, click Greetings Administrator.
Step 7 Change other fields for the routing rule as needed.
Step 8 In the routing table at the bottom of the page, confirm that the new routing rule is in an appropriate position with the other routing rules.
To change the order of the routing rules, click Change Rule Order. (For information on routing rule order, see the "How Call Routing Rules Work" section on page 24-2.)
Step 9 Click the Save icon.
To Assign a Unique Extension to the Call Handler
Step 1 In the Cisco Unity Administrator, go to the Call Management > Call Handlers > Profile page.
Step 2 Click the Find icon, and in the Select and View dialog box, click Find. A list of call handlers appears.
Step 3 Click the call handler that you want to access by using the Cisco Unity Greetings Administrator and click View.
Step 4 In the Extension field, enter the unique extension you want to assign to the call handler.
Step 5 Click the Save icon.
Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings
When you have set up the Cisco Unity Greeting Administrator for a call handler, the owner of the call handler can toggle between the alternate and standard call handler greetings, or record the call handler greeting over the phone. When a public distribution list owns a call handler, the Cisco Unity Greetings Administrator allows each member of the public distribution list to manage call handler greetings by using the Cisco Unity phone conversation.
To access the Cisco Unity Greetings Administrator, the owner of the call handler will require the following information:
•The phone number to dial for access to the Cisco Unity Greetings Administrator
•The ID of the call handler owner
•The password of the call handler owner
•The extension of the call handler
To prevent unauthorized access to Cisco Unity, make sure that the call handler owner understands that the above information should be kept confidential.
To Use the Cisco Unity Greetings Administrator to Manage Call Handler Greetings
Step 1 On the phone, dial the phone number for access to the Cisco Unity Greetings Administrator.
Step 2 At the prompt, enter the ID of the call handler owner, and press #.
Step 3 At the prompt, enter the password of the call handler owner, and press #.
Step 4 At the prompt, enter the extension of the call handler.
Step 5 Follow the Cisco Unity conversation to toggle between the alternate and standard call handler greetings, or to record the call handler greeting.
Toggle between greetings
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Press 1.
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Record the greeting
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Press 2.
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Call Handler Profile Settings
The profile settings specify who owns the call handler, which schedule controls transfer settings and greetings, and the extension of the call handler.
Use the following table to learn more about profile settings.
Table 21-1 Call Management > Call Handlers > Profile Page
Field
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Considerations
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Name
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This displays the name of the call handler. To change the name of the call handler, enter a new name here, and then click the Save icon.
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Created
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Display only. This setting shows the date and time that the call handler was created.
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Owner
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To change the owner, select an Owner Type and click Change.
The owner can be any subscriber or public distribution list. The owner of the call handler can record and change the call handler greeting over the phone. Note that the owner is not necessarily the message recipient.
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Owner Type
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Click Subscriber to assign ownership to a single subscriber. Click Public Distribution List to assign ownership to all subscribers on a public distribution list.
Default: Subscriber.
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Recorded Voice
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This is the recorded name of the call handler.
To record a call handler name, use the Media Master control bar. Use the Paste From File option on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording. Note that the Media Master is not available across a firewall that blocks DCOM communications.
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Active Schedule
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Select the schedule to determine the times that standard and closed transfer rules and greetings are in effect for the call handler. To view details of the selected schedule, click the View link. Note that when you click the link, you leave this page and move to the System > Schedules page.
Default: Weekdays.
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Extension
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Enter the extension, if any, that callers dial to reach the call handler. Assign an extension only if you plan to allow callers to dial the number.
When the call handler is reached only from one-key caller input, do not enter an extension here.
Note that this extension is not the same as the extension to which calls are transferred. The extension to which calls are transferred is set on the Call Management > Call Handlers > Call Transfer page.
Default: Blank.
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Language
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Select the language in which Cisco Unity plays the handler system prompts. If you choose Inherited, Cisco Unity determines the language to use for system prompts on a per-call basis, depending on the handler or routing rule that processed the call. If the language is set to Inherited for every rule and handler that processes a call, then the system prompts are played in the default phone language.
The default phone language and the list of languages shown here are set on the System > Configuration > Phone Languages page.
Default: Inherited.
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Switch
(for dual phone system integrations only)
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Select the phone system that the call handler uses. If this setting is incorrect, Cisco Unity will not be able to transfer calls to or from the call handler.
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Call Handler Transfer Settings
Call transfer settings specify how Cisco Unity transfers calls from the automated attendant or a directory handler to subscriber phones. (Note that transfer options do not apply when an outsider caller or another subscriber dials a subscriber extension directly.)
When transferring a call to a subscriber extension, Cisco Unity can either release the call to the phone system, or it can supervise the transfer. When Cisco Unity is set to supervise transfers, it can provide call screening and call holding options on indirect calls:
•With call screening, Cisco Unity can ask for the name of the caller before connecting to a subscriber. The subscriber can then hear who is calling and, when a phone is shared by more than one subscriber, who the call is for. The subscriber can then accept or refuse the call.
•With call holding, when the phone is busy, Cisco Unity can ask callers to hold. Each caller on hold uses a Cisco Unity port and a phone system port, and therefore the total number of callers that can be holding in the queue at any one time is limited by the number of available ports.
The default wait time in the call holding queue for the first caller in the queue is 25 seconds. If the caller is still on hold after this amount of time, Cisco Unity asks whether the caller wants to continue holding, to leave a message, or to try another extension. If the caller does not press 1 to continue holding, press 2 to leave a message, or dial another extension, the caller will be transferred back to the Opening Greeting. Subsequent callers in the holding queue will be told how many other callers are in the queue ahead of them, in addition to these options. (See the "Configuring Call Waiting Hold Time" section on page 7-14 and the "Cisco Unity Music on Hold" section on page 7-15 for more information on call holding.)
If call holding is not selected, callers are sent to the subscriber or handler greeting that is enabled: the busy, standard, closed, or alternate greeting.
Each call handler can have three transfer rules that you can customize: one for standard hours and one for closed hours of the active schedule, and an alternate transfer rule that, when enabled, overrides the standard and closed transfer rules and is in effect at all times.
Use the following table to learn more about transfer settings.
Table 21-2 Call Management > Call Handlers > Call Transfer Page
Field
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Considerations
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Transfer Rule Applies To
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The settings on the rest of the page apply to the transfer rule selected here: either standard, closed, or alternate.
The schedule that is used to determine the times that standard and closed transfer rules and greetings are in effect is set on the Profile page for the call handler. When enabled, the alternate transfer rule overrides the standard and closed transfer rules and is in effect at all times.
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Status
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Select one of the following settings:
•Enabled—The transfer rule is active and Cisco Unity directs callers as defined by the settings within this rule.
•Disabled—The transfer rule is inactive and Cisco Unity ignores all settings within this rule.
When Transfer Rule Applies To is set to Standard, this setting is automatically set to Enabled, and it cannot be changed.
Default: Enabled.
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Transfer Incoming Calls
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Select one of the following settings:
•No (Send Directly)—Cisco Unity transfers the call to the call handler greeting.
•Yes, Ring the Recipient—Cisco Unity transfers calls to the extension assigned to the message recipient. Cisco Unity displays the name and extension in the adjacent box. The message recipient is set on the Messages page of the call handler.
•Yes, Ring Subscriber—Cisco Unity transfers calls to the number entered in the adjacent box. The number can be an extension or any phone number. Use digits 0 through 9, *, and #. You can also enter , (comma) to insert a one-second pause. When a SIP phone system is integrated with Cisco Unity and the transfer type is Release to Switch, using a comma to insert a pause will not work.
Default: No (Send Directly).
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Transfer Type
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Select how Cisco Unity transfers calls:
•Release to Switch—Cisco Unity puts the caller on hold, dials the extension, and releases the call to the phone system. When the line is busy or is not answered, the phone system—not Cisco Unity—forwards the call to the subscriber or handler greeting. This transfer type allows Cisco Unity to process incoming calls more quickly. Use Release to Switch only when call forwarding is enabled on the phone system.
•Supervise Transfer—Cisco Unity acts as a receptionist, handling the transfer. If the line is busy or the call is not answered, Cisco Unity—not the phone system—forwards the call to the subscriber or handler greeting. You can use supervised transfer whether or not the phone system forwards calls.
The Transfer Type option is unavailable when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Release to Switch.
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Rings to Wait For
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Select the number of times the extension rings before Cisco Unity plays the subscriber or handler greeting.
Set this value to at least 2 to give subscribers a chance to answer. Avoid setting to more than 4, especially if the call may be transferred to another extension, where the caller might have to wait for another set of rings. This value should be at least two rings fewer than the phone system setting for forwarding calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Two rings.
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If the Call Is Busy
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Select the action that Cisco Unity performs when the subscriber phone is busy. You may want to use holding options sparingly, because having calls on hold can tie up ports.
•Always Hold—Cisco Unity plays a prompt indicating that the extension is busy. The caller is put on hold. Note that this hold is not performed by the phone system.
•No Holding—Cisco Unity prompts the caller to leave a message and allows the caller to dial another extension.
•Ask Caller—Cisco Unity gives the caller the options of holding, leaving a message, or dialing another extension.
These options are unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: No Holding.
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Announce
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Check this check box to have Cisco Unity say "transferring call" when the subscriber answers the phone.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
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Introduce (Call for Name)
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Check this check box to have Cisco Unity say "call for <recorded name of the call handler>" when the subscriber answers the phone. Use this setting if the subscriber who is the message recipient takes calls for more than one dialed extension. The introduction alerts the subscriber who answers that the call is for the call handler.
This option is unavailable when Release to Switch is checked or when Transfer Incoming Calls is set to No (Send Directly).
Default: Check box not checked.
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Confirm (Call Can Be Accepted or Refused)
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Check this check box to have Cisco Unity prompt the subscriber to accept or refuse a call. If the call is accepted, it is transferred to the subscriber phone. If the call is refused, Cisco Unity plays the applicable subscriber greeting. You use this setting with the Ask Caller's Name setting to allow the subscriber to screen calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
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Ask Caller's Name
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Check this check box to have Cisco Unity prompt callers to say their names. When the phone is answered, the subscriber hears "Call from..." before Cisco Unity transfers the call. You use this setting with the Confirm setting to allow the subscriber to screen calls.
This option is unavailable when Release to Switch is selected or when Transfer Incoming Calls is set to the No (Send Directly) option.
Default: Check box not checked.
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Call Handler Greetings Settings
Each subscriber and call handler can have up to five greetings. The greeting settings specify which greetings are enabled, the greeting source, and the actions that Cisco Unity takes during and after each greeting.
Note that Cisco Unity plays the greetings that you enable for the applicable situation, while some greetings override other greetings when they are enabled:
Standard
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Plays at all times unless overridden by another greeting. You cannot disable the standard greeting.
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Closed
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Plays during the closed (nonbusiness) hours defined for the active schedule. A closed greeting overrides the standard greeting, and thus limits the standard greeting to the open hours defined for the active schedule.
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Internal
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Plays to internal callers only. It can provide information that only coworkers need to know. (For example, "I will be in the lab all afternoon.") An internal greeting overrides the standard and closed greetings.
Not all phone system integrations provide the support necessary for an internal greeting.
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Busy
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Plays when the extension is busy. (For example, "All of our operators are with other customers.") A busy greeting overrides the standard, closed, and internal greetings.
Not all phone system integrations provide the support necessary for a busy greeting.
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Alternate
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Can be used for a variety of special situations, such as vacations, leave of absence, or a holiday. (For example, "I will be out of the office until....") An alternate greeting overrides all other greetings.
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Call handler owners can select a different call handler greeting or record the call handler greetings from the Call Management > Call Handlers > Greetings page in the Cisco Unity Administrator, or they can use the Cisco Unity Greetings Administrator to do so over the phone. For more information, see the "Setting Up the Cisco Unity Greetings Administrator" section and the "Using the Cisco Unity Greetings Administrator to Change Call Handler Greetings" section.
Use the following table to learn more about greeting settings.
Table 21-3 Call Management > Call Handlers > Greetings Page
Field
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Considerations
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Greeting
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Select the greeting that you want to specify settings for. This setting does not reflect which of the greetings is active.
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Status
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Indicate whether the selected greeting is enabled and for how long:
•When a call handler greeting is enabled, it is enabled until you disable it.
•When a subscriber greeting is enabled, Cisco Unity plays it in the applicable situation until the specified date and time arrives, and then the greeting is automatically disabled.
Recording a greeting does not automatically enable it; it must be enabled here.
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Source
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Indicate the source for the greeting selected in the Greeting field:
•System—Select to use the prerecorded system default greeting. Cisco Unity plays a prerecorded greeting along with the recorded name of the subscriber (for example, "Sorry, <subscriber name> is not available"). If the subscriber does not have a recorded name, Cisco Unity plays the subscriber extension instead. When a greeting is enabled but not recorded, Cisco Unity plays a prerecorded system greeting.
•Recording—Select to use a personal recording for the subscriber (or call handler). To record and play greetings here, use the Media Master control bar (Note that the Media Master is not available across a firewall that blocks DCOM communications.) Use the Paste From File option on the Options menu of the Media Master control bar to use a prerecorded WAV file as the recording.
Note Recording a greeting does not enable it.
•Blank—Select to have no recording. When the greeting source is left blank, Cisco Unity immediately performs the after-greeting action.
Default: Recordings for call handlers; System for subscriber greetings.
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Allow Caller Input
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Check this check box to enable caller input for the greeting. The Caller Input page defines the actions that Cisco Unity takes in response to touchtone keys pressed by callers. Click the Caller Input link to view the Caller Input page.
Default: Check box checked.
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After Greeting
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Indicate the action that Cisco Unity performs after the greeting plays:
•Take Message—Cisco Unity records a message from the caller. Click the Take Message link to view the Messages page.
•Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.
•Send Caller To—Cisco Unity sends the call to the destination that you select:
–Call Handler—Sends the call to the call handler that you select.
–Directory Handler—Sends the call to directory assistance.
–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.
–Interview Handler—Sends the call to the interview handler that you select.
–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.
–Subscriber—Sends the call to the subscriber that you select.
–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
Default: Send Caller to Hang Up.
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Reprompt the User After this Many Seconds of Silence
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Check this check box and enter a value in the field on the right to indicate the number of seconds of silence to allow. When Cisco Unity receives no input from a caller within this number of seconds, Cisco Unity prompts the caller again.
Default: Two seconds; check box is unchecked.
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Number of Times to Reprompt
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Indicate the number of times to reprompt a caller. After the number of times indicated here, Cisco Unity performs the after-greeting action.
Default: One time.
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Call Handler Caller Input Settings
Caller input settings define actions that Cisco Unity takes in response to touchtone keys pressed by callers. (For Cisco Unity to recognize caller input during a subscriber greeting, the Allow Caller Input check box must be checked on each applicable Greetings page.)
When recording the greeting for the call handler, remember to mention the choices for caller input in the call handler greeting. (For example, "For Sales, press 1; for Service, press 2; to speak to an operator, press 0.")
Use the following table to learn more about caller input settings. For information on setting up system transfers, see the "Setting Up System Transfers" section on page 7-21.
Table 21-4 Call Management > Call Handlers > Caller Input Page
Field
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Considerations
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Allow Callers to Dial an Extension During Greeting
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Check this check box to allow callers to enter an extension while a greeting plays. Use in conjunction with the Lock This Key check box to allow callers to enter some extensions but not others.
(For Cisco Unity to recognize caller input during a subscriber greeting, the Allow Caller Input check box must be checked on each applicable Greetings page.)
Default: Check box checked.
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Milliseconds to Wait for Additional Digits
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Indicate the amount of time Cisco Unity waits for additional input after callers press a single key that is not locked. If there is no input within this time, Cisco Unity performs the action assigned to the single key.
A value of 1500 (one and one-half seconds) is recommended.
This option is unavailable if the Allow Callers to Dial an Extension During Greeting check box is unchecked.
Default: 1,500 milliseconds.
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Lock This Key to the Action
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Check this check box to have Cisco Unity ignore additional input after callers press the key; Cisco Unity performs the action assigned to the key. To create efficient caller input menus, lock all keys except those that begin extensions on your system. You also can lock a key to block calls to extensions that begin with that key.
To lock the actions for all keys, uncheck the Allow Callers to Dial an Extension During Greeting check box.
Default: Check box not checked.
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Action
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Indicate the action that Cisco Unity performs after a caller presses the corresponding key.
•Ignore Key—No action taken. Cisco Unity plays the entire greeting, then performs the after-greeting action.
•Skip Greeting—Cisco Unity skips the greeting and performs the after-greeting action. Skip Greeting is assigned to # by default to provide callers a standard way to skip greetings.
•Take Message—Cisco Unity records a message from the caller. The greeting should indicate that a message will be recorded. Click the Take Message link to view the associated Messages page.
•Say Good-Bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-Bye link to view the Goodbye call handler.
•Send Caller To—Cisco Unity sends the call to the destination that you select:
–Call Handler—Sends the call to the call handler that you select.
–Directory Handler—Sends the call to directory assistance.
–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.
–Interview Handler—Sends the call to the interview handler that you select.
–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.
–Subscriber—Sends the call to the subscriber that you select.
–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
Default: Ignore Key.
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Call Handler Messages Settings
The messages settings specify who receives the messages for a call handler, the maximum recording length for messages from unidentified callers, what callers can do when leaving messages, and what happens to calls after messages are left. (Note that for some integrations, you can set up Cisco Unity so that as a caller records a message, a warning tone is played before the caller reaches the maximum allowable message length. See the "Enabling a Warning Tone for End of Recording" section on page 7-10 for details.)
Note that the Example Administrator is assigned to the Message Recipient field for the Opening Greeting and Goodbye call handlers. By default, messages left in the Operator call handler are sent to the Unaddressed Messages distribution list, which contains the Example Administrator as its only member. Do not delete the Example Administrator account unless you have assigned the appropriate subscriber(s) or public distribution list(s) to review the messages sent to these Cisco Unity entities. For more information on the effect of deleting the Example Administrator Account, see the "Default Accounts and Message Handling" chapter.
Use the following table to learn more about message settings.
Table 21-5 Call Management > Call Handlers > Messages Page
Field
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Considerations
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Message Recipient
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Select the subscriber or public distribution list that receives messages left for this call handler. Select a recipient type from the list, then click Select.
When you select a public distribution list, each member of the list receives the call handler messages.
Default: A selected subscriber.
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Maximum Message Length in Seconds
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Set the recording length allowed for messages left by unidentified callers.
Recipients may want to limit the length of messages from unidentified callers. Some departments, such as Customer Service, may want to permit much longer messages.
If enabled, a warning tone will sound before the maximum message length is reached.
Default: 300 seconds.
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After Message Action
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Indicate the action that Cisco Unity performs after an unidentified caller leaves a message:
•Say Good-bye—Cisco Unity plays a brief goodbye, and the call is disconnected. Click the Say Good-bye link to view the Goodbye call handler.
•Send Caller To—Cisco Unity sends the call to the destination that you select:
–Call Handler—Sends the call to the call handler that you select.
–Directory Handler—Sends the call to directory assistance.
–Greetings Administrator—Sends the call to a conversation for changing call handler greetings over the phone.
–Hang Up—Disconnects the call. Use carefully; unexpected hang-ups can appear rude to callers.
–Interview Handler—Sends the call to the interview handler that you select.
–Sign-In—Sends the call to the subscriber logon conversation, which prompts subscribers to enter their ID and their password.
–Subscriber—Sends the call to the subscriber that you select.
–Subscriber System Transfer—Sends the call to a conversation that allows subscribers to transfer to a number that they specify. Subscribers are prompted to log on and then can enter numbers that are not associated with Cisco Unity subscribers—such as lobby and conference room phones, and even phone numbers outside the organization. Cisco Unity performs the transfer only when the subscriber restriction table permits it.
–Caller System Transfer—Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
Default: Hang Up.
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Callers Can Edit Messages
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Check this check box to allow callers to be prompted to listen to, add to, rerecord, or delete their messages.
Balance giving callers the additional control of editing messages with having voice messaging ports tied up for the additional time.
Default: Check box checked.
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Mark Messages as Urgent
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Indicate the action that Cisco Unity will allow:
•Always—All messages left by unidentified callers are marked urgent. This may be useful for Sales or Technical Support call handlers.
•Never—Messages left by unidentified calls are never marked urgent.
•Ask Caller for Their Preference—Cisco Unity asks unidentified callers whether to mark their messages urgent.
Cisco Unity plays new urgent messages before other messages.
Default: Never.
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