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Auto-Attendant Call Handler

Overview

An Auto-Attendant Call Handler transfers telephone calls to the extension of a user or department without the intervention of an operator, via a system of voice menus that the caller interacts with, using their telephone keypad or voice commands.

Note

Auto-Attendant is a comprehensive service that provides for the provisioning, configuration, and management of Call Handlers, greetings, schedules, and related dialplan components in Cisco Unity Connection (CUC) and Cisco Unified Communications Manager (CUCM).

Some Call Handler systems are comprised of message-only information menus and voice menus, which allow organizations to provide business information, such as hours, directions to their premises, or to answer other frequently-asked questions. Once the message plays, the caller can be forwarded to an operator, or they can choose to return to the main menu.

Call Handlers can be created at the Customer hierarchy or the Site hierarchy in VOSS Automate:

Created at Customer	You must select a Network Device List (NDL), which then instructs the workflow which UC Application Servers to provision.
Created at Site	The NDL associated to the site is chosen automatically.

Related Topics

• Add, Update, or Delete a Call Handler
• Manage Greeting Files
• Call Handler (Auto Attendant) Schedule
• Create a Call Handler (Auto Attendant) Schedule
• Modify a Call Handler (Auto Attendant) Schedule
• Add a Language Filter
• Add a TimeZone Filter

• Number Status and Usage

Call Handlers and Shared Numbers

VOSS Automate allows you to share the same directory number (DN) between a Call Handler and one or more device types (phone, SNR, EM), provided you’re using different line partitions between the Call Handler and the device types.

Note

SNR is short for Single Number Reach device. EM is short for Extension Mobility device. Device can include, for example, desk phone, BOT.

Shared Number Scenarios for Call Handler

This section describes scenarios for number sharing between Call Handler and one or more device types and how this changes the status and usage values for the number in the number inventory.

The following scenarios are described:

• Add devices to a number that already has a Call Handler

• Add a Call Handler to a number that already has devices

• Remove Call Handler from a number that was shared between Call Handler and devices

• Remove devices from a number that was shared between Call Handler and devices

Note

Status defines whether the number is available to be assigned (or shared) between Call Handler and one or more devices. Usage value is added to the line details in the directory number inventory.

When adding a Call Handler, all numbers available for the Call Handler (whether shared or not) display in the Pilot drop-down. See Add, Update, or Delete a Call Handler (Auto Attendant)

When a number is currently used exclusively by Call Handler (not shared with a device), the status and usage detail for that number is as follows:

Status	Usage
Used-Utility	Call_Handler_Pilot

When a number is currently used exclusively by a device (not shared with Call Handler), the status and usage detail for that number is as follows:

Status	Usage
Used	Device

Add devices to a number that already has a Call Handler

In this scenario, Call Handler is added first and is assigned to a number. Then you can add additional devices (e.g. deskphone, BOT, EM, SNR) with the same number.

Scenario	Before adding devices	After adding devices
Add devices to a number already assigned to Call Handler	Status: “Used-Utility” Usage: “Call_Handler_Pilot”, or “Call_Handler_Pilot, Device”	Status: “Used” Usage: “Call_Handler_Pilot,Device”

Add a Call Handler to a number that already has devices

In this scenario, one or more device types (device, EM, SNR) were added first to a number, then you add the same number to Call Handler.

Scenario	Before adding Call Handler	After adding Call Handler
Add Call Handler to a number already assigned to devices Scenario also applies if Call Handler was added with with a different number, then you change the Call Handler number to one that is used by devices.	Status: “Used” Usage: “Device”	Status: “Used-Utility” Usage: “Call_Handler_Pilot,Device”

Remove Call Handler from a number that was shared between Call Handler and devices

In this scenario, you have a number that is currently shared between Call Handler and one or more devices. Now you remove Call Handler from the number.

Scenario	Existing Status / Usage	Updated Status / Usage
Where Call Handler was added first, and then devices were added. Now you delete the Call Handler or change the number it uses.	Status: “Used” Usage: “Call_Handler_Pilot,Device”	Status: “Used” Usage: “Device”
Where devices were added to a number first, and then Call Handler was added. Now you delete Call Handler or change the number it uses.	Status: “Used-Utility” Usage: “Call_Handler_Pilot,Device”	Status: “Used” Usage: “Device”

Remove devices from a number that was shared between Call Handler and devices

In this scenario, Call Handler was added first, then you added devices (one or more) to that number. Now you remove devices.

In this case, number status and usage depends on whether there was only one device and you remove it, or whether there are multiple devices, and you remove one device from the number shared with Call Handler.

Scenario	Existing Status / Usage	Updated Status / Usage
Call Handler was added first. One device (e.g. a phone) shares a number with Call Handler. You delete that one device, or you update that device to remove the number (e.g. update phone to use a new line, or remove line from phone).	Status: “Used” Usage: “Call_Handler_Pilot,Device”	Status: “Used-Utility” Usage: “Call_Handler_Pilot”
Call Handler was added first. Two or more devices are then added to the shared number (e.g. two phones using the same number). One device is deleted (e.g. delete phone), or you update one device to remove the number (e.g. update phone to use a new line, or remove line from phone).	Status: “Used” Usage: “Call_Handler_Pilot,Device”	Status: “Used” Usage: “Call_Handler_Pilot,Device”

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