In previous versions of Cisco Unity, administrators had to log on to
the Cisco Unity Administrator to manage call handler greetings. In Cisco Unity
version 4.0 and later, an administrator is able to record a call handler
greeting, enable or disable the alternate greeting for a call handler, and
determine which greeting is currently active for a call handler, all remotely
over the telephone user interface (TUI). This document explains how to
configure the Cisco Unity Greeting Administrator (CUGA). This feature allows
the owner of a call handler to record or enable the greetings of that call
handler over the TUI. There are two different configurations covered in this
document. The first allows users to dial a specific extension or Direct Inward
Dial (DID) to reach the CUGA. The second allows subscribers to access the CUGA
while they are logged in to their mailbox. In both cases, subscribers can
change only the greetings they own. For more information on this feature, refer
to the Unity 4.0 release notes.
There are no specific requirements for this document.
This document was developed and tested using these software
The information presented in this document was created from devices in
a specific lab environment. All of the devices used in this document started
with a cleared (default) configuration. If you are working in a live network,
ensure that you understand the potential impact of any command before using
Technical Tips Conventions for more information on document
This configuration provides a way for subscribers to dial an extension
and be immediately sent to the CUGA. Subscribers are prompted to provide their
username and password. They are able to edit only the call handlers they own.
They can be the only owner of a call handler or they can belong to a
distribution list that owns a call handler.
Cisco CallManager should be configured to send either a direct or
forwarded call to Cisco Unity. A translation pattern can be configured in Cisco
CallManager to send a direct call to Cisco Unity or a Computer Telephony
Integration (CTI) port configured to send a forwarded call to Cisco Unity. If
your voice mail ports are in a partition, then the translation pattern or CTI
port should be assigned a calling search space that includes that
These are sample Cisco CallManager screenshots:
Translation Pattern Configured in Cisco CallManager to Send a
Direct Call to Cisco Unity, where 5001 is the Voice Mail Pilot
A CTI Port Configured in Cisco CallManager to Send a Forwarded
Call to Cisco Unity
Complete these steps in order to configure Cisco Unity to set up CUGA
for direct dial.
Open Cisco Unity Administrator (SAWeb).
Choose Call Management > Call Routing
Create a direct call or forwarded call routing
This is a screen shot of a direct call routing rule that looks at the
calling number (ANI) to route the call to CUGA. This is configured if you
decide to forward the call to Cisco Unity through translation
This is a screen shot of a forwarded call routing rule that looks at
the forwarding station to route the call to CUGA. This is configured if you
decide to forward the call to Cisco Unity through a CTI
Complete these steps in order to allow a call handler to be changed via
Open Cisco Unity Administrator (SAWeb).
Choose Call Management > Call
Click the Find icon, and click
Click the call handler that you want to enable changes by
In the Extension field, enter a unique extension to be assigned to
the call handle.
Complete these steps in order to verify that CUGA has been properly
Dial the number to access the CUGA (based on your call routing
Enter the ID of the call handler owner.
Enter the password of the call handler owner.
Enter the extension of the call handler.
Follow the Cisco Unity prompt to toggle between greetings or record
The mailbox of a subscriber can also be configured to provide direct
access to CUGA. Subscribers need to set an entry in Caller Input Key Map, after
they log into their voice mail box, so that they can edit call handler
greetings their own.
Note: The Caller Input Key Map is only used during the subscriber's
greeting. So once they are logged into their mailbox, they are not able to
enter the Greeting Administrator. When you are asked to sign in press
#, then at the opening of greeting, enter in your extension. While
your greeting plays, press the number you have defined in the Call Input Key
Map page in order to change the greeting.
Complete these steps in order to set up the Caller Input Key Map in
Cisco Unity to access CUGA from a subscriber mailbox.
Open the Unity Administrator (SAWeb).
Choose Subscribers >
Click the Find Icon, and click
Click the subscriber that you want to have access to
Click Subscriber > Caller
Click on any key that is not locked and has its Action set to
Check the box Lock this key to the action (don’t wait for
an additional key press).
Under Action, select Send Caller
From the pull-down menu, select Greeting
Problem: When I dial the number to access the CUGA, it
plays the opening greeting message.
Solution: Check to make sure that call routing is
configured correctly. Use the Call Viewer tool to confirm the call coming into
Cisco Unity matches the configured call routing
In this call viewer window, you see Call #1 as a direct call to
extension 5800. We know this was a call through translation pattern to Cisco
Unity. Call #2 was forwarded from extension 5900, our CTI Route Point.
Problem: When I dial the extension of the call handler
to modify, Cisco Unity prompts "Sorry you are not listed as the owner of this
Solution: Check under the Call Handler Profile page to
confirm the ID you entered is the owner of that call handler. If the call
handler is owned by distribution list, verify that the mailbox associated with
the ID you entered is a member of that list.
Problem: When I try to record a Cisco Unity Call
Handler greeting from an outside line (Off-cluster/PSTN) and click on the Play
button of the media master, a message pops up that says The
Specified phone number is busy. In this scenario, the Cisco
Unity server is connected to a Nortel PBX.
Solution: Check the Cisco Unity port numbers
configured in the Nortel PBX to see if they are restricted. In order to do
this, verify if the Network Class of Service (NCOS) value for Cisco Unity ports
are set to 0 (restricted). If so, change it to 1 in order to resolve the
Problem: When a new call handler is added, the
pull-down menus are blank on the call handler profile page; it does not show
any default options filled in. When you go to the caller input page, it does
not show any button. This issue occurs when some basic templates are missing
from the Cisco Unity Database.
Solution: Go to the Cisco Unity System Administrator
(SA) web page and SQL Enterprise Manager, and check if the default subscriber
template and default administrator templates are missing. If so, run DBwalker
in order to try to recreate the templates. If this fails with the
could not find the 'opening greeting' call handler in the
database - you need to construct your default objects again. please contact TAC
for assistance. error message, in order to resolve this issue,
go to C:\CommServer and double-click on
configmgr.exe. Choose Reset all default Configuration
settings while preserving all existing objects and click