.. _modify_call_handler_service:
.. rst-class:: chapter-with-expand
Modify a Call Handler (Auto Attendant)
--------------------------------------
.. _19.1.1|VOSS-515:
.. _20.1.1|VOSS-719|EKB-5821:
.. _20.1.1|VOSS-719|EKB-5720:
.. _21.1|EKB-8974:
This procedure modifies a call handler.
**Perform these steps**:
1. Log in as provider, reseller, or customer administrator.
#. Choose the relevant hierarchy.
#. Go to (default menu) **Services > Auto Attendant > Call Handler**.
#. On the Call Handler page, click the call handler you want to modify.
#. On the **Call Handler Basics** tab, edit settings in the following
fields, as required:
* **Pilot**
.. note::
If you're changing the pilot value, you'll need to select a
value in the **Route List** drop-down.
* **Time Zone**
* **Schedule**
* **Phone System**
* **Language**
* **Partition Name**
* **Call Handler Owner** (User/owner)
.. note::
In the Call Handler Owner fields, selecting an owner associates a
Unity Connection user to the owner of this call handler.
#. On the **Transfer Rules** tab, enable or disable the required transfer rules. Note
the following:
* The **Standard** transfer rule can't be disabled.
* By default, the **Transfer Call To** action is set to **Greeting**. If the
action is changed to **Extension or URl**, additional controls are exposed that
allow you to enter an extension number or URl as well as the transfer type
(Release to Switch or Supervise Transfer).
#. On the **Caller Input** tab, edit the default caller input.
.. note::
Choosing certain options on this tab displays additional fields. For example,
choosing **User with Mailbox** (from the **Action** drop-down in the **Callhandler
Menu Entry** fieldset) displays the **Transfer/Greeting** drop-down.
#. On the **Greetings** tab, edit the greeting settings.
#. On the **Record/Playback** tab, configure the greeting you want to record
and playback on the chosen extension.
This interface allows administrators to trigger a call to a physical device,
which allows for recording or playback of a greeting. The extension to dial
must be an accessible extension for the administrator (or user) to answer and
record or listen to greetings.
* From the **Extension** drop-down, select an extension, or manually type in
the number of the device you want to call to record or listen to a greeting.
* To record or playback a greeting for a specific purpose, select the
**Specific Greeting** checkbox; else, the action applies to the main
call handler.
* In the **Duration (seconds)** field:
* Specify a time period (in seconds) that the system allows for recording a greeting.
This time duration does not apply when playing back a recording. Ensure you set
this timer appropriately. Setting it too low may result in an incorrect configuration.
* Before saving the settings on this tab, go to **Action > Record Greeting**, or to
**Action > Playback Greeting** (as applicable) to record or playback the greeting
you wish to use.
#. On the **Upload Greeting** tab:
* From the **Greeting File** drop-down, choose the greeting file (.wav)
to upload to the call handler.
* Configure the specific greeting (if required).
#. Click **Save**. Changes are saved to the call handler in VOSS-4-UC and in Cisco Unity Connection.
.. rubric:: Delete a Call Handler
To delete a call handler, click on the call handler you want to delete; then, click
**Delete**. On the pop-up, click **Yes** to confirm.
.. rubric:: Related Topics
* See "System Call Handlers" in the "Cisco Unity Connection System Administration
Guide for more information about Call Handlers.
*
.. raw:: latex
Call Handler (Auto Attendant) in the Core Feature Guide
.. raw:: html
<a href="concepts-aa-call-handler.html">Call Handler (Auto Attendant)</a>
*
.. raw:: latex
Manage Greeting Files in the Core Feature Guide
.. raw:: html
<a href="concepts-aa-manage-greeting-files.html">Manage Greeting Files</a>
Call Handler Basics Tab
.........................
.. tabularcolumns:: |p{4.5cm}|p{3.5cm}|p{7cm}|
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+===================+=====================+========================================================================================+
| Network Device | HF.target_ndl | Mandatory input-field for the **option** (if hierarchy is at Site-node, however, this |
| List * | | value is derived automatically). The workflow (and GUIRules) will target the UC |
| | | devices that is linked to this Network Device List (NDL). In the Mod use-case, this |
| | | should also be derived automatically and can thus be omitted from Updates. |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Cisco Unity | HF.cuc_info | Informative (non-input) field. Indicates the target CUCx host/IP, which is |
| Connection | | automatically derived from the input NDL. |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Cisco Unified CM | HF.cucm_info | Informative (non-input) field. Indicates the target CUCM host/IP, which is |
| | | automatically derived from the input NDL. |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Name * | DisplayName | The text name of the handler to be used when displaying entries in the administrative |
| | | console, e.g. Cisco Unity Connection Administration. For example, the display name for |
| | | the default opening greeting call handler is "Opening Greeting." |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Route List | route_list | The CUCM Route List to use. The valid options are dependent on the selected NDL/CUCM. |
| | | console, e.g. Cisco Unity Connection Administration. For example, the display name for |
| | | the default opening greeting call handler is "Opening Greeting." |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Pilot | DtmfAccessId | The DTMF access id (i.e., extension) for the call handler. The dialable number. |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
| Call Handler | cuc_template | Select the Unity Template for Call Handler. |
| Template | | |
+-------------------+---------------------+----------------------------------------------------------------------------------------+
Transfer Rules Tab
....................
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{7cm}|
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+========================+==========================+========================================================================================+
| Message | callerInput_tab_message | Caller Input |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Callhandler Menu | CallhandlerMenuEntry.[n] | |
| Entry | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Object Id | ObjectId | The primary key for this table. A globally unique, system-generated identifier for a |
| | | MenuEntry object. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Call Handler * | CallHandlerObjectId | The unique identifier of the CallHandler object to which this menu entry belongs. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Touchtone Key | TouchtoneKey | The character on the touch-tone keypad that this menu entry corresponds to |
| | | ( * , #, 0,1...9). |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Ignore Additional | Locked | A flag indicating whether Cisco Unity Connection ignores additional input after |
| Input (Locked) | | callers press this key. Values: 0: Additional input accepted 1: Additional input |
| | | ignored; Cisco Unity Connection performs the action assigned to the key. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Call Action | Action | The type of call action to take, e.g., hang-up, goto another object, etc. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Extension or URI | TransferNumber | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Description | DisplayName | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Transfer Type | TransferType | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Rings to Wait for | TransferRings | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Target | TargetConversation | The name of the conversation to which the caller is routed. |
| Conversation | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Target Handler | TargetHandlerObjectId | The unique identifier of the specific object to send along to the target conversation. |
| Object Id | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
.. _caller-input:
Caller Input Tab
..................
The table describes fields on this tab:
============================================ ===========================================================
Wait for Additional Digits (milliseconds) The amount of time (in milliseconds) that Cisco Unity
Connection (CUC) waits for additional input after a caller
presses a single, unlocked key. If there's no input within
this time, CUC performs the action assigned to the key.
Enable Prepend Digits to Dialed Extensions Defines whether to prepend digits when dialing an
extension number to transfer to.
Digits to Prepend The touch-tone digits to prepend to the extension when
dialing the transfer number.
============================================ ===========================================================
.. note::
These fields are exposed automatically in the default FDP for relation/CallhandlerREL. If the
FDP has been customized, you'll need to expose these fields manually by exposing the following
field names: OneKeyDelay, EnablePrependDigits, PrependDigits
The table describes options in the **Call Handler Menu Entry** fieldsets:
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{7cm}|
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+========================+==========================+========================================================================================+
| Message | callerInput_tab_message | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Callhandler Menu | CallhandlerMenuEntry.[n] | |
| Entry | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Object Id | ObjectId | The primary key for this table. A globally unique, system-generated identifier for a |
| | | MenuEntry object. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Call Handler * | CallHandlerObjectId | The unique identifier of the Call Handler object to which this menu entry belongs. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Touchtone Key | TouchtoneKey | The character on the touch-tone keypad that this menu entry corresponds to |
| | | ( * , #, 0,1...9). |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Ignore Additional | Locked | A flag indicating whether Cisco Unity Connection ignores additional input after |
| Input (Locked) | | callers press this key. Values: 0: Additional input accepted 1: Additional input |
| | | ignored; Cisco Unity Connection performs the action assigned to the key. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Call Action | Action | The type of call action to take, e.g., hang-up, goto another object, etc. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Extension or URI | TransferNumber | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Description | DisplayName | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Transfer Type | TransferType | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Rings to Wait for | TransferRings | This setting only applies if "Call Action" is set to 'Transfer to Alternate Contact |
| | | Number'. |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Target | TargetConversation | The name of the conversation to which the caller is routed. |
| Conversation | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
| Target Handler | TargetHandlerObjectId | The unique identifier of the specific object to send along to the target conversation. |
| Object Id | | |
+------------------------+--------------------------+----------------------------------------------------------------------------------------+
.. _greeting:
Greetings Tab
...............
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{7cm}|
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+========================+===============================+========================================================================================+
| Message | greetings_tab_message | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Greeting | Greeting.[n] | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Greeting Type | Enabled | The type of greeting, e.g. "Standard," "Off Hours," "Busy," etc. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Enabled | Enabled | If TimeExpires is set, this field is ignored. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Time Expires | TimeExpires | The date and time when the greeting rule expires. The greeting rule is considered |
| | | not expired (enabled), if the value is NULL or a future date. The greeting rule is |
| | | considered expired (disabled), the value is in the past. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Callers Hear | PlayWhat | The source for the greeting when this greeting is active. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Play the "Record | PlayRecordMessage Prompt | A flag indicating whether the "Record your message at the tone?" prompt prior to |
| Your Message at | | recording a message. |
| the tone" Prompt | | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Callers See My | EnablePersonal VideoRecording | It will Enable the Personal video Recording in CUCA. |
| Personal Recording | | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Callers See Play | PlayRecordVideo MessagePrompt | A flag indicating whether the "Record your message at the tone?" prompt prior to |
| the "Record Your | | Video recording a message. |
| Message at the | | |
| Tone" Prompt | | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Ignore Caller | IgnoreDigits | A flag indicating whether Cisco Unity Connection takes action in response to touchtone |
| Input During | | keys pressed by callers during the greeting. |
| Greeting | | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Allow Transfers to | EnableTransfer | A flag indicating when an extension is dialed at the greeting and the extension is |
| Numbers Not | | not available whether to transfer to another extension. |
| Associated with | | |
| Users or Call | | |
| Handlers | | |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Times to Re-prompt | Reprompts | The number of times to reprompt a caller. After the number of times indicated here, |
| Caller | | Cisco Unity Connection performs the after-greeting action. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
| Delay between | RepromptDelay | The amount of time (in seconds) that Cisco Unity Connection waits without receiving |
| Re-prompts | | any input from a caller before Cisco Unity Connection prompts the caller again. |
+------------------------+-------------------------------+----------------------------------------------------------------------------------------+
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{6.5cm}|
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+=========================+=====================================+========================================================================================+
| After Greeting | AfterGreetingAction | The type of call action to take, for example, hang-up, goto another object, etc. |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| After Greeting | AfterGreetingTarget Conversation | The name of the conversation to which the caller is routed. |
| Target Conversation | | |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| After Greeting | AfterGreetingTarget HandlerObjectId | The unique identifier of the specific object to send along to the target conversation. |
| Target Handler | | |
| Object Id | | |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| Call Handler | CallHandlerObjectId | The unique identifier of the Call Handler object to which this greeting rule |
| Object Id | | belongs. |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| Callhandler URI | CallhandlerURI | |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| Greeting Stream | GreetingStreamFilesURI | |
| Files URI | | |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| Greetings Type | GreetingType | The type of greeting, e.g. "Standard," "Off Hours," "Busy," etc. |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
| URI | URI | |
+-------------------------+-------------------------------------+----------------------------------------------------------------------------------------+
.. _record-playback:
Record/Playback Tab
.....................
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{7cm}|
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+=====================+==================================+========================================================================================+
| Message | RecordPlayback.note | A special interface, which allows administrators to trigger a call to a physical |
| | | device, which allows for recording or playback of a greeting. The extension to dial |
| | | must be an accessible extension for the admin (or user) to answer and record or |
| | | listen to greetings. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Call Handler Name | RecordPlayback.call_handler | Call Handler Name. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Extension | RecordPlayback.extension | Extension to Record message on. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Specific Greeting | RecordPlayback.specific_greeting | The unique identifier of the Call Handler object to which this menu entry belongs. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Greetings | RecordPlayback.greeting | Greetings. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Duration | RecordPlayback.duration | Duration to allow enough time to make recording/playback. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
.. _upload-greeting:
Upload Greeting Tab
.....................
.. tabularcolumns:: |p{4.5cm}|p{4cm}|p{7cm}|
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Title | Field Name | Description |
+=====================+==================================+========================================================================================+
| Message | note | Upload a greeting to the selected Call Handler. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Greeting File | Upload.filename | Call Handler Name. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Call Handler Name | Upload.call_handler | Call Handler Name. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Specific Greeting | Upload.specific_greeting | Specific Greeting. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
| Greetings | Upload.greeting | Greetings. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+