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Monday, 8 April 2013

Cisco Unity Connection greeting administrator

This post will have some similarities with the one i did a while ago on call handlers and open/closed greetings. Mais alors, greeting administrator, what is it?  It is basically a Telephony user interface (TUI) to administer greetings for call handlers. To understand this, it is probably best to read up on call handlers first:

http://ciscoshizzle.blogspot.com.au/2013/02/cisco-unity-connection-call-handlers.html


In that post , I had created a call handler with x100 that would play greetings based on TOD and holiday schedules and if open would transfer a caller to x105 which would be a reception queue. (Yeah I know, 3 digit extensions, bloody terrible, even more if you realise that this is a real implementation I did!).  As you can see the actual greetings are played from x100 whereas that extension does not actually live on a physical phone. So you need a mechanism that would allow someone like a receptionist to administer the greetings that are played on call handler x100, and the Greeting administrator does just that!  It will also allow, for instance, a receptionist to record an ad hoc message that can be played as an alternate greeting (something like "welcome to DogMeat Inc. our warehouse is flooded, please take your business elsewhere, goodbye").

First, in CUCM, set up a Hunt Pilot, with your existing Voice mail ports Hunt List, but you knew that right!?  Let say we will use the extension 11748 as the number to dial into the Greeting Administrator.


Then, create a direct routing rule for x11748 and transfer caller to the Greeting Administrator Conversation (see below, Fig.1)

Figure 1 - Direct Routing Rule Greeting Administrator

Direct routing rule condition:


Fig.2.- Direct Routing rule conditions


The last thing we need to do, is make sure someone has the appropriate access to actually authenticate to the Greeting administrator and change a certain call handler greeting. 

In order for a user to be able to change a greeting for a certain call handler, that user would need to be a call handler owner of that certain call handler (figure 3). 


Fig 3 - Assigning Call Handler owners


The user would also need greeting Administrator permissions. to check this, go to the Roles for that user in CUC admin and add the Greeting Administrator role, if not already done.



Ok, so how does all this shit work?


TUI:

Step 1 On the phone, dial the phone number for access to the Cisco Unity Greetings Administrator. (I used 11748 in my example)

Step 2 At the prompt, enter the ID of the call handler owner, and press #.
Please Note that the ID=the CUC extension!!!!

Step 3 At the prompt, enter the password of the call handler owner, and press #.
This password is the same as the pin to access personal voicemail of the user.

Step 4 At the prompt, enter the extension of the call handler, and press #.
(I used 47885 in my example)

Step 5 If the call handler you selected in Step 4 is configured to inherit the caller language and there is more than one language installed on your Connection system, at the prompt, press the number of the language
in which to edit greetings for the call handler. (Connection plays the Greetings menu options in the same language.)

Step 6 Follow the Cisco Unity Greetings Administrator conversation to toggle between the alternate and standard call handler greetings, or to record the call handler greeting.


Namaste!


1 comment:

  1. Hi Dennis,

    I really like your blog over unity connection, with utmost clarity. Thanks a lot for helping us.

    ReplyDelete