This document explains how the holiday settings work and suggests a
method you can use to set up a holiday greeting that plays without manual
activation. This document applies to all versions of Cisco Unity.
Note: With the advent of Cisco Unity 4.0, administrators are able to
remotely call into Cisco Unity and change greetings through the telephone user
You can potentially encounter these symptoms when you configure call
handlers and scheduling:
These symptoms can be due to Cisco bug ID
(registered customers only)
. After you set the clock back on a Unity
server, calls are suddenly not answered. There is no evidence of any problem in
the event log. This problem can occur when you use Cisco Unity TSP 8.0(1) or
The workaround is to restart the server after you change the clock
manually on the Unity server.
There are no specific requirements for this document.
The information in this document is based on all versions of Cisco
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.
Technical Tips Conventions for more information on document
All Call Handlers in Cisco Unity operate on a schedule, which can be
found on the profile page for that Call Handler. The schedule dictates whether
the standard or closed greeting is played. The standard greeting is a greeting
played during regular office hours. The closed greeting is played after regular
office hours. In Cisco Unity, the system administrator, under the Schedule
option, there are several default schedules that can be located with the use of
the Find option on the tool bar. Once a schedule is selected on the Edit
Schedule table, if a block is checked, the Standard Greeting is played for that
thirty minute block of time. If a block is unchecked, the Closed Greeting
According to Cisco Unity documentation, when a holiday setting is in
effect, Cisco Unity plays Closed Greetings and observes Closed Transfer rules.
You can set up several years of holidays at a time. You can copy the holidays
from one year to the next and adjust the dates as necessary.
Note: Because many holidays occur on different dates each year, confirm
that the holiday schedule remains accurate for the current year.
The configuration steps in this document allow an administrator to
record a Holiday Greeting any day prior to the next holiday without needing to
alter greeting settings the day before or after a holiday. If a generic Holiday
Greeting is recorded as described in this document, this greeting plays on each
holiday without any administrative intervention throughout the yearly holiday
In order to enable a single call handler to act as the Holiday
Greeting, the administrator must first understand the behavior of a call
handler with regard to schedules as described earlier in this document. The
Standard, Closed, and Alternate greetings need to be familiar to the
administrator before taking these steps. Secondly, the administrator needs to
be familiar with the after greeting action available to any greeting in a call
handler. As shown in this procedure, this allows you to disregard the Closed
Greeting recorded for a call handler and instead play another call handler that
has a specified After-Hours designation. This also allow for the After-Hours
call handler to transfer to the Holiday Greeting when that date arrives. Refer
Unity System Administration Guide for additional information on call
handlers and scheduling.
Cisco Unity can designate different greetings to play based on a
schedule. There can be as many schedules as there are call handlers. If the
Cisco Unity server is responsible for calls from various locations, it is
possible to designate a different set of schedules for each time zone or for
For any single location or time zone, configure the Business Hours,
After Hours, and Holiday schedules:
Business Hours Schedule: The Weekdays (def) schedule
is one of the default schedules that comes pre-configured with Cisco Unity.
This needs to be set to your regular business hours. For example, in this
example window, the Edit Schedule table is set for 8 a.m. to 5 p.m. Verify that
the Observe Holidays checkbox, at the top of the screen, is
checked. If there are multiple locations or multiple time zones to consider,
each needs their own Weekdays schedule. Use the based-on functionality when you
create a new schedule that is similar to an existing schedule. Use the Copy
Days Schedule while you create a schedule to copy time settings to multiple
days. It is not required to change the Weekdays schedule name if this is the
only schedule you plan to use for this Cisco Unity system.
After Hours Schedule: This schedule must be the
opposite of the Weekdays (Def) schedule. All hours that are checked in the
Weekdays (Def) schedule need to be unchecked in this schedule. All blank hours
in the Weekdays (Def) schedule need to be checked in this schedule. Verify that
the Observe Holidays checkbox at the top of the screen is
Holiday Schedule: The All Hours-All Days is another
default schedule that can be used to create the Holiday Schedule. This needs to
have every box checked. Verify that the Observe Holidays
checkbox is checked for this default schedule.
Click the '+' button to create a new schedule called
Holiday Schedule and base it on the All Hours-All Days schedule.
Make sure to uncheck the Observe Holidays checkbox
for the Holiday Schedule and save.
Note: This results in the Standard Greeting playing anytime this schedule
is used. This makes it easier to remember prior to a holiday to re-record the
Standard Greeting for this call handler.
Next, the administrator needs to create two new call handlers,
Holiday Greeting and After Hours. These are not based on any other call
Once the new call handlers are created, configure the call handlers
in this order:
After Hours Greeting
Holiday Greeting: Go into the Holiday Greeting and
select the Holiday Schedule under Active Schedule.
Before the first holiday and after each subsequent holiday, record a
new Standard Greeting for the upcoming holiday. If you want to, you can also
record a generic Holiday Greeting to play during any holiday.
After Hours Greeting: Assign it the After Hours
Schedule and record the standard greeting with the message you want to play
when the company is closed. For example, "The office is now closed, our normal
hours are between 8 a.m. and 5 p.m."
Next, go into the Greetings section of the call handler and at the
top of the page and select the Closed Greeting. Verify the
Closed Greeting is enabled and its source is set to Blank. At
the bottom of the page, mark the After Greeting setting to Send caller
to and select Call Handler from the drop-down list.
Click Select Call Handler and choose the Holiday
Greeting call handler from the available call handlers. Make sure it
is set to the default, Send to Greeting for Holiday Greeting.
Opening Greeting: Assign it the Weekdays schedule
and record the standard greeting, which is heard during regular operating
Next, go under the Greeting section of the Opening Greeting call
handler and verify the Closed Greeting is enabled and that the
recording source is set to Blank. Mark the After Greeting
setting to Send caller to and select Call
Handler from the drop-down list. Click Select Call
Handler and choose the After Hours Greeting call
handler from the available call handlers.
This configuration can be applied to any greeting offered through any
Cisco Unity pilot number or call transfer. You can use this configuration of
three schedules for a single location or create different sets of schedules for
different locations. You can also create multiple Opening and After Hours
Greetings that point to the same Holiday Greeting or record separate greetings
for each. The behavior still follows this logic.
If it is not a holiday and the call is received during business hours,
the Business Hours/Weekday schedule activates and the caller hears the standard
greeting of the Opening Greeting call handler.
If it is not a holiday and the call is received after business hours,
the Business Hours/Weekday schedule activates the blank closed greeting of the
Opening Greeting call handler. Since this call handler is controlled by the
After Hours schedule, the caller hears the standard greeting of the After Hours
If it is a holiday and the call is received during business hours, the
Business Hours/Weekday schedule observes the holiday, bypasses the blank closed
greeting of the Opening Greeting call handler, and sends the caller to the
After Hours call handler. Since this call handler is controlled by the After
Hours schedule, which also observes the holidays, the call activates the blank
closed greeting of the After Hours call handler and finally reaches the Holiday
call handler. Since this call handler is controlled by the holiday schedule,
which does not observe the holidays, the caller hears the standard greeting of
the Holiday call handler.
If it is a holiday and the call is received after business hours, the
holiday schedule is again activated and the caller hears the standard greeting
of the Holiday call handler.
Note: In each of these cases, where you have configured the three schedules
and three call handlers, you only need to modify the standard greeting of any
of the call handlers involved.
If the Cisco Unity system needs to consider region or location-specific
holidays and different locations use different opening greetings, an
administrator can alter schedules to accommodate different holidays for
different locations. Add all the holidays for each region to the System
Configurations Holiday section. Then use the Observe Holidays
checkbox on any region or location-specific schedule to toggle between any
locations that observe these holidays.
For example, if an administrator has a Cisco Unity server that receives
calls from locations in both the US and Canada, they need to configure holiday
schedules and greetings for each location. To do so, add both Canada's
Thanksgiving and the United States' Thanksgiving holidays to the System
Configuration Holiday Calendar. Before Canada's Thanksgiving, in October,
uncheck the Observe Holidays checkbox on the US Business Hours
and After Hours schedules. This ensures the standard greetings for both the
Opening Greeting and After Hours call handler play for US locations, while the
Canada callers hear the holiday greeting. After the first holiday, make sure
the Observe Holidays checkbox is re-checked and saved before the second
holiday. Based on the holidays observed, you can uncheck or check the
Observe Holidays checkbox for each location, as needed. This
ensures the proper greetings are played.
Note: A single Unity server can be integrated with multiple CallManagers at
different sites where they maintain a different holiday schedule at each site.
Currently, Cisco Unity does not support multiple holiday schedules for each
location. As a workaround, dummy mail boxes can be configured at each location
for the holiday greeting and the operator's phone can be forwarded to the new
Holiday Greeting on holidays.