CUE AuoAttendant call handling based on different schedules at 2 locations
What is the most elegant way to have an AA divert calls to live extensions M-Th 9AM-5PM and Fri 9AM-5:30PM on one attendant and M-Fri 9AM-5PM on another attendant?
I can see where the web interface lets you specify business hours and it generates text configs as follows:
calendar biz-schedule westashley
closed day 1 from 00:00 to 24:00
open day 2 from 09:00 to 17:00
open day 3 from 09:00 to 17:00
open day 4 from 09:00 to 17:00
open day 5 from 09:00 to 17:00
open day 6 from 09:00 to 17:30
closed day 7 from 00:00 to 24:00
I have one CUE handling two sites with different hours. Each site has its own attendant. I made a custom script that lets me specify which days are weekdays and which hours are working hours, but if I try to handle everything via the script, I can't honor Friday's extended hours.
Can a script simply know the open/closed status based on what I specify are business hours via GUI (or CLI generated...see above), rather than checking the day and time in the script?
It turns out you have to have the script with the variable that handles the schedule already in the CUE. When I had been trying to assign a schedule via CLI, it was failing (of course) until I realized that my script referencing the schedule wasn't in the CUE. Once uploaded, the scheduling via web worked as expected. None of the documentation I had read would have led me to that conclusion though. I found the documentation a little lacking.
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Hi,
I want to create different outbound delivery based on different schedule line time,but system automatically create a combining delivery document with a sum number.
For example,
schedule line
date goods issue time qty
2011.08.24 08:00:00 1
2011.08.24 10:00:00 1
when I create the outbound delivery, system create only one document with quantity 2.
But I need two documents with quantity 1 in every document.
How to solve this requirement?
Thanks.Hi,
I viewed the item requirement in VOFM, found that they are status check for the copy control, not the split control.
Could you please give me a example?
In the copy control--header--conditions----order requirement ( or combination requirement )
They are like this :
(001)
bp_subrc = 0.
Check that reference document is an order (if not, issue error)
if cvbak-vbtyp cn vbtyp_auft. "Auftrag?
perform message_handling in program (programmname)
using cvbap-posnr
'003'
'E'
'VL'
cvbak-vbeln
space
space
space.
bp_subrc = 1.
check 1 = 2.
endif.
Check the status of the Fonds-Management
IF CVBUK-FMSTK EQ 'A'.
PERFORM MESSAGE_HANDLING IN PROGRAM (PROGRAMMNAME)
USING CVBAP-POSNR
'889'
'E'
'VL'
CVBAK-VBELN
SPACE
SPACE
SPACE.
BP_SUBRC = 1.
CHECK 1 = 2.
ENDIF.
Check that order is not blocked by the automatic credit check
if cvbuk-cmgst ca 'B' and
cvbuk-abstk ne 'C'.
Credit check is irrelevant for correction deliveries
if v50agl-sofauftrag eq charx and
tvak-lisof eq space and
likp-lfart eq tvak-korli.
else.
perform message_handling in program (programmname)
using cvbap-posnr
'060'
'E'
'VL'
cvbak-vbeln
space
space
space.
bp_subrc = 1.
check 1 = 2.
endif.
endif.
Check the user status from the order header
if not cvbak-objnr eq space.
call function 'SD_STATUS_VBAK_CHECK_INTERN'
exporting
i_objnr = cvbak-objnr
i_vrgng = vrgng_sddn
exceptions
allowed_with_warning = 01
not_allowed = 02
object_not_found = 03
others = 99.
if sy-subrc ne 0.
Fehler nicht bei MODKZ = '2' (Erlaubt mit Warnung)
if sy-subrc gt 1.
bp_subrc = 7.
Else ist nötig, da Routine mit "changing sy-subrc" gerufen wird
elseif sy-subrc eq 1.
bp_subrc = 0.
endif.
Check Global delivery flags
line deleted: "n_911988
perform message_handling in program (programmname)
using cvbap-posnr
sy-msgno
sy-msgty
sy-msgid
sy-msgv1
sy-msgv2
space
space.
Bei Fehler: Bedingung verlassen
check bp_subrc ne 7.
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Unity Connection 9.1 - System Call Handler Question
Hi,
I would like to use Unity Conncetion 9.1 to transfer calls to different extensions depending on the time of day:
For example; between 07.00 and 19.00, do not play a greeting and transfer to an extension (no mailbox), outside of the times above, again do not play a greeting and transfer to a different extension.
I have configured a CTI RP and set the extension to forward all to VM. The system call handler has an active schedule of 07.00-19.00 and has a standard transfer rule set up to transfer the calls to the relevant extension. I have also configured a closed transfer rule to transfer the call to the alternative extension after 19.00. The issue I have is that when dial the original extension I get the standard greeting. How do i get Unity to transfer the call without playing the greeting?
Thanks,
PhilHi Phil,
You need to:
1) enable the closed greeting
2) set the standard and closed greetings to "callers hear nothing"
3) in the standard and closed greetings, after the greeting, set it to call handler, select the same call handler, and set it to attempt transfer.
4) make sure the standard and closed transfer rules are enabled, set the respective extensions to transfer to, set them to release to switch, and uncheck "Play the 'Wait While I Transfer Your Call' Prompt" for both of them. -
How to configure Cisco Unity connection 8.x to play an after hours call handler
Hi,
I have CUCM 8.6 and CUX 8.6, we have successfully configured Call Handlers to play greetings. But the problem is greeting is played complete day and all the day in a week. We want to customize this call handler so that it plays only during the business hours and also during the weekdays.
I have a recorded after hours and holiday greetings recorded but unable to find the way to configure it for Holiday greetins. Please help with the configuration part.
Regards
MACHi MAC,
What you need to do is configure a schedule for the call handler. On Unity Connection, you can browse to System Settings > Schedules (and Holiday Schedules). In here, you create your schedules to say which times of the day you are open. You then go back to your call handler and apply these schedules that you've created.
Now when a call comes into the call handler, it will check the time against its schedule and play the appropriate greeting. -
Multiple Holiday Schedules on one Call Handler
Hello, I search previously for a solution to this problem, but have been unsuccessful. I am running Cisco Unity Connection 8.5.1.
Current Setup:
Company has a system call handler named "Company AA" that serves as their autoattendant for answering incoming calls.
Company has a holiday schedule associated to "Company AA" which includes recognized holidays, and an personalized greeting recording stating they are closed for the holiday.
What needs done:
Company has scheduled staff meetings throughout the year. These need to be input into the system so that on these dates/times, a different personalized greeting recording plays stating that they are closed. This needs to be a different recording than the normal Holiday greeting (so I cant just add the dates to the already existing holiday greeting).
Is this possible with Cisco Unity Connection?
Thanks!
DerekHello Derek,
It is possible, however, you will need to create a different Call Handler and Schedule per Holiday, in this example I am going to use just 3 holidays (July 4th, January 1st and December 25th. The process is kind of complex, but here we go.
1st: Create the Call Handlers:
Create a CallHandler for the Company AA
Create a CallHandler for January 1st
Create a CallHandler for July 4th
Create a CallHandler for December 25th
2nd: Create the Holiday Schedules
Create a Holiday Schedule for the Company AA CallHandler and add all the holidays here (January 1st, July 4th, and December 25th).
Create a Holiday Schedule for the January 1st CallHandler and add just the July 4th, and December 25th holidays here
Create a Holiday Schedule for the July 4th CallHandler and add just the December 25th holiday here
Create a Holiday Schedule for the December 25th CallHandler and do not add any holdays
3rd: Create the System Schedules
Create a System Schedule for the Company AA CallHandler and associate it to the Company AA Holiday Schedule (Define your working/after hours schedule here).
Create a System Schedule for the January 1st CallHandler and associate it to the January 1st Holiday Schedule (Make it 24/7)
Create a System Schedule for the July 4th CallHandler and associate it to the July 4th Holiday Schedule (Make it 24/7)
Create a System Schedule for the December 25th CallHandler and associate it to the December 25th Holiday Schedule (Make it 24/7)
4rd: Call Handler configuration
Company AA
Go to the Company AA CallHandler, and under Active Schedule select the Company AA System Schedule.
Setup the Closed and Standard Greetings/Transfer Rules as you wish.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> January 1st >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
January 1st
Go to the January 1st CallHandler, and under Active Schedule select the January 1st System Schedule.
Go to the Standard Greeting and setup the message that you want to play during January 1st here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> July 4th >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
July 4th
Go to the July 4th CallHandler, and under Active Schedule select the July 4th System Schedule.
Go to the Standard Greeting and setup the message that you want to play during July 4th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Under the After Greeting section, select Call Handler >> December 25th >> Go Directly to Greetings.
Check the Greeting Enabled with No End Date and Time option and save the configuration
December 25th
Go to the December 25th CallHandler, and under Active Schedule select the December 25th System Schedule.
Go to the Standard Greeting and setup the message that you want to play during December 25th here, if you want to transfer the call, you will need to change the Standard Call Transfer Rule as well.
Go to the Holiday Greeting and select Nothing and uncheck the Play the "Record Your Message at the Tone" Prompt options under Callers Hear.
Notes:
As mentioned above, this process is complex and the best way to achieve this will be to create an excel table with the settings of every CallHandler so you can check them before implementing this in production, please note that the last Call Handler Holiday Schedule is empty, as well as the Holiday Greeting of this CallHandler since it will only play the Standard Greeting (24/7) schedule.
The second
The third thing you need keep in mind is that if you need to change the working hours schedule, you will do it on the main CallHandler only (Company AA), since the other system schedules are used only for holiday and during the holiday those are set to work 24/7.
Explanation:
This implementation of distinctive holidays works because when the AA CallHandler check the holiday schedule during July 4th, it will send the the call to the holiday greeting since it is marked as a holiday on its schedule, the holiday greeting of the AA will send the call to the January 1st Call Handler; then, the January 1st CallHandler will do the same, since July 4th is marked as a holiday, it will forward the call to the Holiday Greeting which will send it to another CallHandler (July 4th). When the call gets to July 4th CallHandler it checks its schedule, since no holidays are marked on this particular CallHandler for July 4th, it will check whether it should play the Standard or Closed greeting, since this schedule was setup as 24/7, it will play the Standard Greeting of the July 4th CallHandler and stop hunting.
I hope you this helps you and feel free to shoot me with any questions you might have.
HTH
--espereir -
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Thanks in advance.You can create a wrapper package on top of the API (hr_location_api.create_location)
In the wrapper package you set all the values dynamically based on your requirements(say the style and add_line columns are populated on your conditions) and then you call the API.
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CUC7.1, call handler greeting per language
Hi,
I have two languages that English and French with CUC7.1, and I realized there is differnet greeting per language type. I thought both languages using same recorded greeting but just providing different language interface.
My background is from Unity server which is required different call handler to provide two differnet language (correct me if I'm wrong). If different greeting per language selection within call handler, can I use single call handler in CUC which is different mechanism with Unity server?
My current language selection logic from main AA is,
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If i'm using single call handler with recording each greeting per language (English & French), how to provide the language selection option to caller?
(I tried to compare to UCCX which has differnet prompt file per language selection but looks CUC is different logic)
Advise please!!!Hi there,
You are on the right track here completely
This behaviour has changed between Unity and Unity Connection. If you are
using a "single" number to reach your AA, then the design you have is perfect.
You have to let the Callers know what their options are, just like you have done.
If you had separate English and French access numbers then you could use
Routing Rules to direct the calls to the proper greeting within a shared Call
Handler.
Here are a couple of good references from Unity/Unity Connection design
Engineer Lindborg;
https://supportforums.cisco.com/message/1189445#1189445
https://supportforums.cisco.com/message/1184534#1184534
Cheers!
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Multiple Holiday Greetings in System Call Handler for UC 7.0
Hi All,
Is there any way to play individual Holiday Greetings in a System Call Handler in UC 7.0, i.e. XMas Day Greeting gets played on XMas Day and New Year's Greeting gets played on New Year
As far as Cisco's Doc's I havent seen anywhere this being specified.
Any helpful would be greatly appreciated.
Regards
Sam WilsonHi David,
Thanks for your prompt reply.
So does it mean I have to record the greetings before every holiday and set it, or there is a way, to fall it over to a different Call Handler each with unique Holiday Greetings.
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How to update multiple calling hours based on business partner
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Call Handler - Direct Transfer.
Running Unity 4.04, I'm trying to setup a call handler to be able to transfer a call to another extension without that extension having voicemail assign to it, like a Hunt Group. I've checked the yes, ring a subscriber at this extension, but Eample Admin kicks in and the call never transfers. I've changed Profile; Active Schedule to all day too. Thanks for Any Help.
JimI suspect you're fiddling with the wrong greeting - this absolutely does work and is a very common techique.
As a test, set the ALTERNATE greeting for the handler you're using to sling shot the call as active, set it's source to blank and set it's after greeting action to attempt transfer for the call handler you want to ring the phone. On THAT call handler, set the ALTERNATE transfer rule to active and have it set the phone to ring.
Using the alternate greeting and the alternate transfer rule like this take the most common issue here out of the equation since they over ride all other rules without question.
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Hunt Group to System Call Handler
Hello Everyone,
Here's my problem, I manage the phones for two companies with two different phone schemes.
One company is fine but the other one is one I'm having trouble with,
When someone calls from the outside, it goes to a hunt group from the hunt group, they are to be forwarded to a System Call Handler with an extension.
The number forwards just fine but Unity Connection doesn't pick up the call it just keeps ringing. Is there anyway to track the call flow to see what extension is being dialed from the hunt group?
Versions of the Unity / CCM are 7.x and 7.x
Thanks in advance
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If you look on the Hunt Pilot page under the Forward settings you should see where the
call is supposed to Forward to. I would try this Tool from the great suite of Unity Tools to have a look
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http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html
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Calls not being directed tomy System Call Handler
I built a small auto attendant for an acquisition group of users moving to our head office, there are two toll free numbers as well as 4 DIDs, the carrier began forwarding these on move day to the pilot number of my AA.
The issue is that the toll free numbers work but the DIDs do not, they are routing to the UC default opening greeting for some reason rather than my AA call handler.
It's as though for some reason call manager is sending something different for these DIDs as opposed to the TFs and the UC doesn't know what to do with them so it sends to the default greeting.
Any ideas as to what may be happening would be greatly appreciated.
Regards,
Andrew Bardowell
Thomson ReutersNot to worry everyone problem solved, apologies for this time waster.
The DIDs were forwarded as redirecting numbers instead of sending without as with the toll free numbers even though I specifically asked the carrier to check this on cut over night.
Consequently when the toll free numbers come in they work correctly while the DIDs do not. The TFs because the tech who worked on those programmed them to send just the called number (caller ID) and the calling number.
The tech working the DIDs sent a redirecting number as well (the original DID) which confused Unity Connection. -
Unity Connection 8.5 | Prepend Digits to Dialed Extensions overlap with an option in a call handler
Hi,
One customer has requested to set up a call handler in Unity Connection 8.5. The call handler should be capable of transfering calls to IP phones by dialing the last 4 digits of the IP phone's extension. The last 4 digits of the extension from all IP phones begin with 12. However, the customer is also requesting to have an option on the same call handler, so that if users would dial 1, the call is transfered to an IP phone
As you can see, there is an overlap between the last 4 digits of all IP phone's extensions, and an option in the call handler. Therefore, if I configure both options in the same call handler, when the users would press 1, Unity Connection will immediately send the call to the extension setup for option 1, even if the user wants to dial the last 4 digits of an IP phone extension
One possible solution would be to change the option in the call handler to transfer the call to an IP phone, to something different than 1. However, the customer wants to have this transfer to be performed when he press option 1
Is there any other possible solution for achieving this?
Thanks in advanceI don't see any problem, just don't check the option to ignore additional input when configuring caller input on digit 1
By default CUC will give you 1500 ms to dial for any other digits before trying to route the call with whatever you dialed.
HTH
java
if this helps, please rate
www.cisco.com/go/pdihelpdesk -
I have setup a new Callhandler for a Department. It works fine, never an issue Now the Department wants to forward phones to this call handler when people are away from the phones.
I cannot get it to work when you do a "CFWDALL" on the phone, you never get anything but that phones voicemail.
If the end user call forwards their phones to 12489 (call handler) you only here there voicemail never the call tree. if the phone does not not have a voicemail box then you get "Please enter the extension . . ." it never goes to the call tree.
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ThanksRob,
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Phone_A calls Phone_B which forwards to Phone_C which forwards to voice mail.
If both Phone_B and Phone_C have voice mailboxes I would suspect that the users would want CUC to send the caller (Phone_A) to the mailbox greeting for Phone_B. If the parameter "Use Last (Rather than First) Redirecting Number" is enabled then the caller (Phone_A) would be sent to the mailbox greeting for Phone_C (rather than Phone_B). Based on my experience, users prefer to have callers integrate to the mailbox of the original redirecting party in the majority of use case scenarios.
Neal,
While this setting fixes this one issue it may introduce other issues. Certainly Hailey, Rob, Java are all capable of correcting me if I am wrong on this one.
Assuming I am correct, then I think I would go with option 4 and then add the appropriate Forwarded Routing Rule under Call Management>Call Routing. You will want to place the rule in front of "Attempt Forward" and modify the information element fields accordingly.
HTH.
Regards,
Bill -
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