This document explains how to set up multiple Cisco Unity
AutoAttendants and how to configure Cisco CallManager to forward calls to the
There are no specific requirements for this document.
The information in this document is based on these software versions:
The information in this document was created from the devices in a
specific lab environment. All of the devices used in this document started with
a cleared (default) configuration. If your network is live, make sure that you
understand the potential impact of any command.
For more information on document conventions, refer to the
Technical Tips Conventions.
With AutoAttendant, Cisco Unity enables the placement of a general,
automated message on a voice system. The message is something like “You have
reached company ABC. Please select from the following options.”
At times, multiple Cisco Unity AutoAttendants are necessary. For
example, if two merging companies share the same Cisco Unity system, different
AutoAttendants can be necessary for each department. Or, a location-specific
greeting can be necessary if a company has multiple locations with multiple
Cisco Unity systems.
Whether you set up one Cisco Unity AutoAttendant or many, on a single
Unity system or multiple systems, the procedure is the same. The procedure
Create a call handler for each Cisco Unity AutoAttendant that you
Note: You can make use of Audiotext Manager for creating and editing
complex call handlers. Refer to
for more information.
You can use a subscriber if you wish.
Add the extension to the call handler profile.
Add any greeting that you wish, and configure the menu tree as you
desire within Cisco Unity.
This image shows a Cisco Unity AutoAttendant call handler with the
directory number (DN) 5000.
For more information on how to set up call handlers in Cisco Unity,
You can configure the route of a call from Cisco CallManager to the
Cisco Unity AutoAttendants.
In this example, the placement of a call to the Cisco Unity
AutoAttendant DN 5000 occurs after you complete the call-forward
configuration. The call goes to a computer telephony integration (CTI) route
point, the purpose of which is to forward the call to Cisco Unity. The CTI
route point has a configuration to forward all calls to DN 1900. DN 1900 is the
DN on the first Cisco Unity voice port. When the call forwards to Cisco Unity,
Unity routes the call to the call handler with DN 5000. Cisco Unity then plays
the greeting. The greeting directs the caller to follow the instructions. The
instructions can be something like "Press one for sales, press two for customer
service, or press zero for the operator".
Complete these steps to configure call forwarding to Cisco Unity
Open Cisco CallManager Administration.
Choose Device > CTI Route
Click the Add a New CTI Route Point link, and then
enter the appropriate settings for each AutoAttendant with an extension equal
to the Direct Inward Dial (DID) number that you want other people to
Use this information to enter the settings for each
Device Name—A unique identifier for this device. Enter between 1
and 15 characters, which includes alphanumeric characters, dots, dashes, or
Description—A descriptive name for the CTI route
Device Pool—Specifies the collection of properties for this
device, which includes Cisco CallManager Group, Date/Time Group, Region, and
Calling Search Space for autoregistration. Select the name of a Device Pool
from the drop-down menu.
Click Insert. This action refreshes the page to
display the information that you entered for the new CTI route point. The list
on the left side of the page displays an icon that you can click to begin to
add lines to the route point.
Click Line 1 on the left side of the page, and
then enter this setting:
When you complete all the steps, the Cisco CallManager configuration in
this example looks similar to this:
The best way to verify that the routing occurs properly is to determine
if the call arrives in Cisco Unity and if the call goes to the Cisco Unity
AutoAttendant call handler. You can use the Cisco Unity tools Call Viewer and
Status Monitor to make this determination.
In this example, you place a test call from DN 1400 to DN 5000. The
call forwards to Cisco Unity, and Unity routes the call to the proper Cisco
Unity AutoAttendant call handler.
To access Call Viewer, choose Start > Programs > Unity
> Call Viewer.
For the call in question, the Call Viewer screen looks like
To access Status Monitor, complete these steps:
Right-click the Unity icon.
Choose Status Monitor.
Click the second icon from the left, which depicts a
All lines between Cisco Unity and Cisco CallManager display, along
with the status.
As this window shows, the test call came into Cisco Unity on the
first voice port. The greeting plays for the correct call handler. This
information confirms that routing occurs correctly.