System Administration Guide for Cisco Unity Connection Release 8.x
Managing Interview Handlers in Cisco Unity Connection 8.x
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Table of Contents

Managing Interview Handlers in Unity Connection 8.x

Creating Interview Handlers

Modifying Interview Handlers

Changing Phone Language Settings

Deleting Interview Handlers

Managing Interview Handlers in Unity Connection 8.x

Interview handlers collect information from callers by playing a series of questions that you have recorded, and then recording the answers offered by callers. For example, you might use an interview handler to take sales orders or to gather information for a product support line.

You can specify who receives the messages for the interview handler, whether the message is marked for dispatch delivery, whether the message is marked urgent, and what action to take next on the call after a message is left.

See the following sections:

Creating Interview Handlers

To Create an Interview Handler


Step 1 In Cisco Unity Connection Administration, expand Call Management , then select Interview Handlers .

Step 2 On the Search Interview Handlers page, select Add New .

Step 3 On the New Interview Handler page, enter basic settings, as applicable. (For field information, on the Help menu, select This Page .)


Note Fields marked with * (an asterisk) are required.


Step 4 Select Save .

Step 5 On the Edit Interview Handler page, on the Edit menu, select Interview Questions .

Step 6 On the Interview Questions page, select a question number to configure settings and record audio for each question.

Step 7 If you change any of the default settings on any of the questions, select Save before leaving the page.


 

Modifying Interview Handlers

Do the applicable procedure:

To Modify an Interview Handler


Step 1 In Cisco Unity Connection Administration, expand Call Management , then select Interview Handlers .

Step 2 On the Search Interview Handlers page, select the display name of the interview handler that you want to modify.


Note If the interview handler that you want to modify does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.


Step 3 On the Edit Interview Handler page, change settings, as applicable. (For field information, on the Help menu, select This Page .)

Step 4 When you have finished changing settings on the Edit Interview Handler page, select Save .

Step 5 On the Edit menu, select Interview Questions .

Step 6 On the Interview Questions page, select a question number to change settings for each question, as applicable.

Step 7 If you change any of the default settings on any of the question pages, select Save before leaving the page.


 

To Modify Interview Handler Settings in Bulk Edit Mode


Step 1 On the Search Interview Handlers page, check the applicable interview handler check boxes, and select Bulk Edit .

If the interview handlers that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable interview handlers. Then select Bulk Edit .

Step 2 To make a change to a setting, check the check box to the left of the field name to select it, and then set the field as usual. Select Help > This Page to see descriptions of each setting.

Note The Status message at the top of the Edit Interview Handler Basics page tells you how many interview handlers are being edited. Also note that the page is populated only with the fields that you are allowed to edit in bulk mode.

Step 3 If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time.

Step 4 Select Submit .


 

Changing Phone Language Settings

Do the applicable procedure:

To Change Phone Language Settings for an Interview Handler


Step 1 In Cisco Unity Connection Administration, expand Call Management , then select Interview Handlers .

Step 2 On the Search Interview Handlers page, select the interview handler display name.


Note If the interview handler does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.


Step 3 On the Edit Interview Handler Basics page, select Use System Default Language or Inherit Language from Caller , or select one of the languages in the list.

Step 4 If applicable, rerecord questions in the new language:

a. On the Edit menu, select Interview Questions .

b. On the Interview Questions page, select a question number.

c. On the Edit Interview Question page, rerecord the question.

Step 5 As you make changes on the pages, select Save before leaving a page.


 

To Change Phone Language Settings for Multiple Interview Handlers in Bulk Edit Mode


Step 1 On the Search Interview Handlers page, check the applicable interview handler check boxes, and select Bulk Edit .

If the interview handlers that you want to edit in bulk do not all appear on one Search page, check all applicable check boxes on the first page, then go to the next page and check all applicable check boxes, and so on, until you have selected all applicable interview handlers. Then select Bulk Edit .

Step 2 On the Edit Interview Handler Basics page, check the Language check box to select it, and then select Use System Default Language or Inherit Language from Caller , or select one of the languages in the list.

Step 3 If applicable, set the Bulk Edit Task Scheduling Fields to schedule the Bulk Edit operation for a later date and/or time.

Step 4 Select Submit .


 

For more information on TTY configuration, see “TTY Overview” section.

Deleting Interview Handlers

If an interview handler is referenced by other objects in Unity Connection (for example, a caller input key on a call handler sends calls to the interview handler), you are not allowed to delete the interview handler until you have changed settings on the other objects to remove references to the interview handler you want to delete. If you try to delete a interview handler without first changing settings on objects that reference the interview handler, the delete operation fails

If you delete an interview handler that was referenced by one or more call handlers, be sure to rerecord the call handler greetings so that callers hear the appropriate information about input options.

To Delete an Interview Handler


Step 1 In Cisco Unity Connection Administration, expand Call Management , then select Interview Handlers .

Step 2 On the Search Interview Handlers page, check the check box adjacent to the display name of the interview handler that you want to delete.


Note If the interview handler that you want to delete does not appear in the search results table, set the applicable parameters in the search fields at the top of the page, and select Find.


Step 3 Select Show Dependencies to search for database objects that have dependencies on the interview handler you want to delete.

Step 4 From the dependencies search results, follow links to the affected objects and reassign the dependency to another interview handler.

Step 5 Select Tools > Show Dependency Results.

Step 6 On the Show Dependency Results page, select Display Previous Results.

Step 7 Repeat Step 4 through Step 6 until all dependencies have been reassigned.

Step 8 Select Call Management > Interview Handlers.

Step 9 On the Search Interview Handlers page, check the check box adjacent to the display name of the interview handler that you want to delete.

Step 10 Select Delete Selected .


Note If you are concerned that you might delete the wrong interview handler from the search page, select the display name to navigate to the Edit Interview Handler Basics page. Use the data on the page to confirm that it is the interview handler you want to delete.


Step 11 In the dialog box that asks you to confirm the deletion, select OK .