Call Handler

Overview

A Cisco Unified Communications Manager (CUCM) Auto-Attendant Call Handler transfers incoming 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

• Manage Greeting Files
• Call Handler (Auto Attendant) Schedule
• Add a TimeZone Filter

• Number Status and Usage

• See “System Call Handlers” in the “Cisco Unity Connection System Administration Guide for more information about Call Handlers.

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

Overview

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 with an Existing Call Handler

• Add a Call Handler to a Number with Existing Devices

• Remove Call Handler from a Number Previously Shared Between Call Handler and Devices

• Remove Devices from a Number Previously 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 Manage Auto-Attendant Call Handlers

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 with an Existing 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 with Existing 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 Previously 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 Previously 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”

Manage Auto-Attendant Call Handlers

This section describes how to add, update, or delete an Auto-Attendant Call Handler in VOSS Automate and 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.

Before you start:

• The relevant Cisco Unity Connection (CUC) Auto-Attendant Call Handler template must have been synced from CUC.

To add a Call Handler:

1. Log in to the Admin Portal as Provider, Reseller, or Customer administrator.

2. Choose the relevant hierarchy, either Customer or Site.

3. Go to (default menus) Apps Management > CUC > Call Handler.

4. Click Add.

   Note

   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 Update a Call Handler

5. 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.

6. Mandatory. At Name, enter a name for the new Call Handler.

7. 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.

8. 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. This can include numbers already assigned to one or more device types, since VOSS Automate allows sharing of numbers between Call Handler and multiple device types. See Call Handler

9. 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) is optional.

   • When disabled (default), choosing a route list (route pattern) is mandatory.

   This setting is relevant when adding or updating a Call Handler.

10. At Route List, choose a CUCM route list for the new Call Handler.

    Note

    • Optional when Do not add Route Pattern is enabled.

    • The NDL determines the route lists available in this drop-down. If the NDL is updated, route list options are updated.

11. Click Save.

    Note

    • Adding a Call Handler through VOSS Automate also adds a route pattern on the 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 CUC designated in the NDL. This rule accepts inbound calls into CUC, and routes them to the relevant Call Handler.

Update a Call Handler

To update a Call Handler:

1. Log in as Provider, Reseller, or Customer administrator.

2. Choose the relevant hierarchy.

3. Go to (default menu) Apps Management > CUC > Call Handler.

4. In the list view, click the relevant Call Handler to open the Call Handler page.

5. Click through the following tabs, and update settings as required:

Tab	Description
Call Handler Basics	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.

If this Call Handler is using a number shared with one or more additional device types, see Call Handler to understand how the status and usage description of the number may change when you delete the Call Handler.

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

This tab configures base information for the Call Handler.

Title	Field Name	Description
Network Device List *	HF.target_ndl	Mandatory input-field for the option (if hierarchy is at Site-node, however, this 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 Connection	HF.cuc_info	Informative (non-input) field. Indicates the target CUCx host/IP, which is 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. When adding a call handler, all numbers available for the call handler (whether shared or not) display in the Pilot drop-down. Removing a pilot number from a call handler changes the number’s status to Available in the Internal Number Inventory (INI).
Call Handler Template	cuc_template	Select the Unity Template for Call Handler.

Note

If the pilot number is shared between the Call Handler and one or more additional device types, see Call Handler to understand the status of numbers available to assign to the Call Handler.

Transfer Rules Tab

This tab configures transfer rules for the Call Handler, for example, the system behavior to transfer a call to an alternative number.

Title	Field Name	Description
Message	callerInput_tab_message	Caller Input
Callhandler Menu Entry	CallhandlerMenuEntry.[n]
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 Input (Locked)	Locked	A flag indicating whether Cisco Unity Connection ignores additional input after 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 Conversation	TargetConversation	The name of the conversation to which the caller is routed.
Target Handler Object Id	TargetHandlerObjectId	The unique identifier of the specific object to send along to the target conversation.

Caller Input Tab

This tab defines the Call Handler behavior for caller input and navigation.

The table describes fields on this tab:

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:

Title	Field Name	Description
Message	callerInput_tab_message
Callhandler Menu Entry	CallhandlerMenuEntry.[n]
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 Input (Locked)	Locked	A flag indicating whether Cisco Unity Connection ignores additional input after 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 Conversation	TargetConversation	The name of the conversation to which the caller is routed.
Target Handler Object Id	TargetHandlerObjectId	The unique identifier of the specific object to send along to the target conversation.

Greetings Tab

This tab configures the behavior and type of greetings enabled in the Call Handler.

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 Your Message at the tone” Prompt	PlayRecordMessage Prompt	A flag indicating whether the “Record your message at the tone?” prompt prior to recording a message.
Callers See My Personal Recording	EnablePersonal VideoRecording	It will Enable the Personal video Recording in CUCA.
Callers See Play the “Record Your Message at the Tone” Prompt	PlayRecordVideo MessagePrompt	A flag indicating whether the “Record your message at the tone?” prompt prior to Video recording a message.
Ignore Caller Input During Greeting	IgnoreDigits	A flag indicating whether Cisco Unity Connection takes action in response to touchtone keys pressed by callers during the greeting.
Allow Transfers to Numbers Not Associated with Users or Call Handlers	EnableTransfer	A flag indicating when an extension is dialed at the greeting and the extension is not available whether to transfer to another extension.
Times to Re-prompt Caller	Reprompts	The number of times to reprompt a caller. After the number of times indicated here, Cisco Unity Connection performs the after-greeting action.
Delay between Re-prompts	RepromptDelay	The amount of time (in seconds) that Cisco Unity Connection waits without receiving any input from a caller before Cisco Unity Connection prompts the caller again.

Title	Field Name	Description
After Greeting	AfterGreetingAction	The type of call action to take, for example, hang-up, goto another object, etc.
After Greeting Target Conversation	AfterGreetingTarget Conversation	The name of the conversation to which the caller is routed.
After Greeting Target Handler Object Id	AfterGreetingTarget HandlerObjectId	The unique identifier of the specific object to send along to the target conversation.
Call Handler Object Id	CallHandlerObjectId	The unique identifier of the Call Handler object to which this greeting rule belongs.
Callhandler URI	CallhandlerURI
Greeting Stream Files URI	GreetingStreamFilesURI
Greetings Type	GreetingType	The type of greeting, e.g. “Standard,” “Off Hours,” “Busy,” etc.
URI	URI

Record/Playback Tab

This tab configures message recording and playback for the Call Handler.

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 Tab

On this tab you can upload a greeting for the Call Handler.

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.