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
-Kyle S.

Hi Kyle,
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
at the call flow if it is hitting Unity Connection;
Port Status Remote Monitor for Connection (rPSM)
http://www.ciscounitytools.com/Applications/CxN/PortStatusMonitorCUC7x/PortStatusMonitorCUC7x.html
Cheers!
Rob

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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.
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Regards
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Hi David,
Thanks for your prompt reply.
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Hi,
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Not 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.

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Hi,
I'm using Unity Connection 9.1 and System Call Handlers to allow to join internal extensions (not reachable from the PSTN).
I succeeded but I would like to change the default message played when the extension dialed is not known. I tried with Error greetings but nothing changed.
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Regards,
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Just tried this on my 9.1 and 10.0(1) servers and it worked fine.
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Not sure what you did in your testing with the error greeting - check to make sure you have it set to play your personal greeting instead of the default system greeting - since you can't disable the error greeting there's not a lot of other items I can think of to check.

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I'm trying to use the CCX to place a call to a CUCM hunt group and then once the answered, determine which member of the hunt group answered the call.
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I lack a system to test this on at the moment but perhaps try this CUCM Service Parameter. The question is whether CTI Manager will follow this logic or if this is only respected by the CDR flat file export.
Show Line Group Member DN in finalCalledPartyNumber CDR Field
This parameter determines whether the the finalCalledPartyNumber field in call detail records (CDR) shows the directory number (DN) of the line group member who answered the call or the hunt pilot DN. Valid values specify True (the finalCalledPartyNumber in CDRs will show the DN of the phone that answered the call) or False (the finalCalledPartyNumber in CDRs will show the hunt pilot DN). This parameter applies only to basic calls routed through a hunt list without feature interaction such as transfer, conference, call park, and so on. If a feature is involved in the call, then the hunt pilot DN will show in the finalCalledPartyNumber field regardless of the setting in this parameter. This parameter does not apply to Cisco CallManager Attendant Console.
This is a required field.
Default: False

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Hello,
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At least that's the idea now. They may want to change that to - ring primary on-call cell phone, if no answer ring secondary on-call engineer.
The target cell phones will change every week and I wanted to give the supervisor a means of changing the numbers through the ccmuser page.
I created two DNs and placed them in a hunt group, each with call forward all to a cell phone number.
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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).
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Derek

Hello 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

Setting up PLAR with Cisco Unity Connection Call Handler

This is a lab setup and Im doing it to learn. No customer involvement.
Setup
Analog phones - FXS Port - 2951 Router - FXS port - FXO Port - 2951 Router - CUCM 9 - UC 9
|------------PSTN Emulator-------------| |-----MGCP GW----------|
I have a CTI Route Point configured as DN 7000 and it has the default VM profile. The CTI RP is set to FWD All to VM.
The FXO port is set to PLAR to 7000.
When I dial from the PSTN analog phones through the FXO port, I hear the first ring, the FXO port answers, then I hear what sounds like the recorded message beginning to play. Immediately after, I hear the recorded message "You cannot be transferred to this number. Check the number and try again."
I dont do anything and within a second or two, I hear the recorded message for the system call handler start.
I did some more testing. I added an E1 trunk between the PSTN and the MGCP gateway. In the CUCM, I created another CTI Route Point with a DN that I could dial from my PSTN cloud. I also set that CTI Route point up to Call FWD all to VM.
When I dial using the E1 trunk, the call hits the system call handler as expected and I hear my recorded greeting (as expected).
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Im currently using loopstart on the tie line, though I have also tried ground start with no difference.
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If I understand correctly, you want outside calls to go directly to the call handler but internal calls to ring whatever phone this extension is on.
If I am understanding correctly, then this will probably resolve it. For the purposes of the explanation I will assume that extension 1000 is the number in question:
Create a new partition, we'll just call it ToVM or something like that
Create a new CTI route point with extension 1000 and put it in the ToVM partition, forward all calls for this CTI route point to voicemail
If you don't have one already, create a calling search space for the voice gateway. Call it Gateway-CSS. This should have the same partitions that the gateway can normally call, but it should also have the ToVM partition and that partition should be HIGHER in the list than the partition that has the normal extension 1000 on it.
Apply Gateway-CSS to the gateway
Configure the normal extension 1000 (not in the ToVM partition) the way that you want it to work.
Now when external callers dial 1000 they will go to the call handler because that partition is higher in the CSS and the CTI Route point should be hit first. Internal callers will ring the phone (or whatever it is) because they only have access to the regular internal partition (and not ToVM) that 1000 is in.
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I am trying to delete a system call handler for a conference room extension we have. When I try and delete it I get an error message "Operation cannot be completed because the object is in use" How can I find out what its linked to so I can remove the link and delete the system call handler.

Bill et al,
For handlers (interview, directory, system, etc) that refuse to go away, follow the same process as above but use this query:
run cuc dbquery unitydirdb select * from vw_handlerreference where objectid in (select objectid from tbl_handler where fn_tolower(displayname) = lower('myhandler'));
Replace myhandler with the actual display name of the handler.
Example:
run cuc dbquery unitydirdb select * from vw_handlerreference where objectid in (select objectid from tbl_handler where fn_tolower(displayname) = lower('Goodbye'));
objectid                             displayname                   referencetype referrerobjectid                     referrerobjecttype
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 Opening Greeting              AfterMessage 3cbc5620-28b9-4757-8e20-138bbb5f8a27 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 Operator                      AfterMessage 97ce3eab-4eb4-4627-acbf-627bb98cbd8d 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 Primary                       AfterMessage 83b42c0c-38eb-47bd-8e95-a917b55b678d 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 Primary                       AfterMessage cd3764df-6ff9-4856-9910-abdc73e7125d 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 RobWeimann                    AfterMessage 132b5cfe-e045-42ee-bcd0-2b7d86ce7cbf 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 System Call Handler Template AfterMessage 51f8b56a-61ac-4909-9dba-17aa18556571 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 System Directory Handler      NoInput       a6dea20d-f5a9-4f76-be60-8aa8994c3037 6
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 System Directory Handler      NoSelection   a6dea20d-f5a9-4f76-be60-8aa8994c3037 6
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 abell                         AfterMessage b55f1562-45e3-4b54-9e55-7a6d4ac081b2 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 ebell                         AfterMessage 75c3f060-c5bf-4d24-9ffa-d056362dce47 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 manoj3                        AfterMessage 8304ac82-63fa-4e80-9cc1-6b8052d73575 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 miyazaki                      AfterMessage 8ce70dbd-9a6b-4ee6-8387-8a1dc4ced323 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 operator                      AfterMessage d0906380-687c-448f-a078-d8b8b7bfa3d1 3
6b2bb401-f362-4010-8c4b-b389e4ac7eb6 undeliverablemessagesmailbox AfterMessage 964fd52e-ed65-4992-b9fe-22cc7e39f560 3
99% of the cases I've seen are with users that have a caller input option configured to point to the specific call handler. In that case, you'll see a "TTx" under the referencetype column where x=0-9. Example, TT7 means caller input key 7 is configured to send to the call handler you're trying to remove.
Hope that helps everyone,
Brad

CUCM 9.0 Hunt-Group Phone( all phones in the hunt group) reset

Hi,
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Hi,
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http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/9971_9951_8961/10_0/english/userguide/P567_BK_UB293500_00_userguide-8961-9951-9971-10_0/P567_BK_UB293500_00_userguide-8961-9951-9971-10_0_chapter_0100.html
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Hello,
If somebody can help me with Unity configuration, I will be appritiated.
I`ve got a number 555 with system call handler configured on Unity and all call gets forwarded to VM. When I am calling to 555 from my phone everything works fine. But when I try to forward all calls from another extention, let`s say from 444 to 555, I am hiting default Unity greetings for the number 555 instead of system one.
Any ideas much appritiated !
Maxim

Hi Maxim,
This is the expected behavior as Unity will see the Forwarded number
of 444 instead of 555 and doesn't know what to do with it.
So, let's say you want to route 444 to the 555 Call Handler.
You could create a Voicemail Profile in CUCM called "555 Transfer or whatever" which points to DN 555 (**Voicemail Box Mask = 555).
Apply this new profile to 444 (under DN config page VM-Profile in CUCM) and when calls route through 444 and forward to voicemail they will receive the 555 Call Handler Greeting etc.
You could also use the Forwarded Routing Rule set up in Unity to create a rule for this 444 to 555 forwarding.
Cheers!
Rob
"I don't know how, I don't know when
But you and I will meet again "
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I'm working with CUCDM 8.1.3+er1.
We have a Hunt Group setup that rings 4 extensions through broadcast. Each of these 4 users have each others line appearances on their phones too.
Hunt Group example:
0 - User1
1 - User2
2 - User3
3 - User4
Problem is, when the hunt group is called the call will show up under User1 (or whoever is first on the list) and not actually everyone's line. I can change the order and the hunt group call will then ring only their line instead of broadcasting it out to the 4 users at the same time.
Is this a bug or a limitation on the platform? Where we cannot have users with line appearances of other users in the same hunt group...

Hi
This configuration sounds odd - why do you need a broadcast hunt group when a call to any extension will ring all the phones anyway due to the shared lines?
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Hello all. I have a site with 12 Pots lines. It is all configured via Call Manager. We are using mgcp. I asked the telco to setup the numbers to hunt which they said they did but still when I call the main number second time it just rings and eventually get some voicemail that is not from the call manager. I think I need to setup Hunting in the Call Manager? Is that correct?
Line Group --> Add the extensions in here and set them up to hunt?
Hunt List --> Create a Hunt list and associate a Line Group with it?
Hunt Pilot --> I add all the extensions in here?

Let's take one step back. What are you trying to accomplish? I am assuming you want to market one number but have the ability to accept multiple calls on that number. If that is the case, having the telco set up a hunt is the way to go.
Beyond that, where do you want those calls from the PSTN to route? Are you wanting those calls to ring a hunt group on your side? If so, you will need to do the following:
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     2. Configure a Hunt List. (Call Routing -> Route/Hunt -> Hunt List) You will need to create a new Hunt List and add your line group to it. The hunt list is evaluated in a top down fashion. You can get pretty tricky with multiple line groups with different distribution algorithms in your hunt list, but if you just want something basic,just add the line group you made.
     3. Configure the Hunt Pilot. (Call Routing -> Route/Hunt -> Hunt Pilot) The hunt pilot will be the dialed number that triggers the hunt group. Make sure you select all the required settings. You will be selecting the hunt list you just made in this configuration page. Be sure to set a maximum hunt timer and final destination so that the calls do not just ring forever. You can get pretty granular with the settings in here. Reference the help --> this page document for more information.
     4. POINT THE FXO PORTS TO THE HUNT PILOT. This is very important. Calls to your analog lines will not trigger the hunt group unless you point the ports to the Hunt Pilot. If you are using MGCP/SCCP you will need to enter the hunt pilot in the "Attendant DN" field for EVERY FXO port. If you do not enter a value here, CUCM will have no idea what to do when the port rings. It will not answer the call if there is no value specified. This would explain why your calls were ending up with the telco voicemail service; CUCM was never answering the call.
If you completed the above steps correctly, you should be able to call the main number multiple times and have the calls go to a hunt group on your side, no matter which line the call ends up coming in on.
Let me know if you have any questions, this can be kind of tricky at first.
PS, if the calls were going to a voicemail that wasn't from Call Manager (Unity Connection) call the telco and have them remove voicemail service from the lines, assuming you have configured Unity Connection to handle that.
Hope this helps,
Dallan

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