.. _add_call_handler_service:
Add, Update, or Delete a Call Handler (Auto Attendant)
------------------------------------------------------
.. _19.1.1|VOSS-515:
.. _20.1.1|VOSS-719|EKB-5720:
.. _20.1.1|VOSS-719|EKB-5821:
.. _21.1|EKB-8974:
.. _21.2|EKB-9462:
This procedure adds, modifies, or deletes a call handler to VOSS Automate and to Cisco Unity Connection (CUC).
.. note::
Some of the configuration parameters required to provision the call handler
are defined via the configuration templates and are not exposed in the
user interface. For example, the following settings are hardcoded in the
**AddCucmRoutePatternForCallhandlerCFT** configuration template:
* Provide Outside Dial Tone = False
* Call Classification = OnNet
To change these settings or any other values defined via the configuration template,
clone the template (via **Customizations > Configuration Templates**) to the relevant
hierarchy level, and edit the fields as required.
Add a Call Handler
.....................
This procedure adds a call handler.
.. rubric:: Before you start:
* The relevant Cisco Unity Connection (CUC) call handler template must have been
synced from CUC.
.. rubric:: To add a call handler:
1. Log in to the Admin Portal as Provider, Reseller, or Customer administrator.
#. Choose the relevant hierarchy, either Customer or Site.
#. Go to (default menus) **Services > Auto Attendant > Call Handler**.
#. Click **Add**.
The **Call Handler/New Record** page opens at the **Call Handler Basics** tab. All
other tabs on this page remain read-only until you configure the initial settings on this tab.
Once you've saved the new call handler, you can edit these settings. See :ref:`modify_call_handler_service`
#. Mandatory. At **Network Device List**, choose the required network device list (NDL).
.. note::
This field is auto-populated and read-only if you're adding the call handler at site level.
#. Mandatory. At **Name**, enter a name for the new call handler.
#. At **Call Handler Template**, choose the CUC call handler template.
.. note::
For more information about the call handler template, see the "Call Handler
Templates" section of the "Call Management" chapter of the System Administration
Guide for Cisco Unity Connection, Release 11.x.
#. Optional. At **Pilot**, choose a directory number to associate with the call handler.
.. note::
The drop-down displays the list of directory numbers available at the selected hierarchy.
#. At **Do not add Route Pattern** define whether to remove the mandatory requirement for
adding a route list (if you've chosen a pilot).
.. note::
* When enabled, (checkbox selected), choosing a route list (route pattern)
optional.
* When disabled (checkbox clear), choosing a route list (route pattern) is
mandatory.
The default is disabled (checkbox clear). This setting applies when adding
or updating a call handler.
#. At **Route List**, choose a CUCM route list for the new call handler. This is optional
when **Do not add Route Pattern** is enabled.
.. note::
The NDL determines
the route lists available in this drop-down. If the NDL is updated, route list
options are updated.
#. Click **Save**.
Adding a call handler through VOSS Automate also adds a route pattern on the Cisco
Unified CM (CUCM) designated in the NDL (if **Do not add Route Pattern** is disabled, and you've
chosen a route list and a pilot for the call handler). The pattern is the value of the pilot
(directory number) you choose.
A configuration template (which can be cloned and modified) defines the
rest of the pilot configuration (including partition).
A direct routing rule
is also created on the Cisco Unity Connection (CUC) designated in the NDL. This rule
accepts inbound calls into CUC, and routes
them to the relevant call handler.
.. _modify_call_handler_service:
Update a Call Handler
............................
To update a call handler:
1. Log in as Provider, Reseller, or Customer administrator.
#. Choose the relevant hierarchy.
#. Go to (default menu) **Services > Auto Attendant > Call Handler**.
#. In the list view, click the relevant call handler to open the Call Handler page.
#. On the Call Handler page, update settings on the following tabs, as required:
.. tabularcolumns:: |p{5cm}|p{10cm}|
+--------------------------+-------------------------------------------------------+
| Tab | Description |
+==========================+=======================================================+
| Call Handler Basics tab | Only this tab is enabled when adding a call handler. |
| | All tabs are available when updating a call handler. |
| | |
| | * **Do not add Route Pattern** (disabled by default) |
| | defines whether to remove the mandatory requirement |
| | for choosing a route list (if you've chosen a |
| | pilot). |
| | |
| | * When disabled, you must choose a route list if |
| | you've selected a pilot |
| | * When enabled, choosing a route list is hidden and |
| | no longer required (even if you've chosen a |
| | pilot) |
| | * **Call Handler Owner** - choose the CUC user to |
| | associate with the owner of the call handler. |
+--------------------------+-------------------------------------------------------+
| Transfer Rules tab | Enables/disables transfer rules. |
| | |
| | * The **Standard** transfer rule can't be disabled. |
| | * By default, **Transfer Call To** is set to |
| | **Greeting**. When changing this setting to |
| | **Extension or URl**, you can specify an extension |
| | number or URl, and a transfer type (either `Release |
| | to Switch` or `Supervise Transfer`) |
+--------------------------+-------------------------------------------------------+
| Caller Input tab | Configures the default caller. Additional settings |
| | become available as you choose options on this tab. |
| | For example, choosing **User with Mailbox** (from the |
| | **Action** drop-down in **Callhandler Menu Entry**) |
| | displays the **Transfer/Greeting** drop-down. |
+--------------------------+-------------------------------------------------------+
| Greetings tab | Configures greeting settings. |
+--------------------------+-------------------------------------------------------+
| Record/Playback tab | Configures the greeting you want to record and |
| | playback on the chosen extension. You can 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 |
| | |
| | * At **Extension**, choose 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. |
| | * At **Duration (seconds)**, 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. |
+--------------------------+-------------------------------------------------------+
| Upload Greeting tab | At **Greeting File**, choose the greeting file (.wav) |
| | to upload to the call handler. Then configure the |
| | specific greeting (if required). |
+--------------------------+-------------------------------------------------------+
6. Click **Save**.
Changes are saved to the call handler in VOSS Automate and in Cisco Unity Connection (CUC).
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.
Call Handler Page
...................
This section provides more information about the information required in the tabs and fields when adding or
editing a call handler.
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:
.. tabularcolumns:: |p{5cm}|p{10cm}|
+---------------------------------------------+----------------------------------------------------------------+
| Field | Description |
+=============================================+================================================================+
| 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. |
+---------------------+----------------------------------+----------------------------------------------------------------------------------------+
.. 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
Call Handler (Auto Attendant)
*
.. raw:: latex
Manage Greeting Files in the Core Feature Guide
.. raw:: html
Manage Greeting Files