System Administration Guide for Cisco Unity Release 8.x (With Microsoft Exchange)
Call Management Overview in Cisco Unity 8.x
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Call Management Overview in Cisco Unity 8.x

Table Of Contents

Call Management Overview in Cisco Unity 8.x

Version 8.x Call Management Tools

Creating and Implementing a Call Management Plan in Cisco Unity 8.x

Routing Callers by Using One-Key Dialing in Cisco Unity 8.x

Version 8.x Call Routing Tables Overview

How Call Routing Rules Work

Creating and Modifying Call Routing Rules in Cisco Unity 8.x

Creating and Modifying Schedules in Cisco Unity 8.x

Identifying Days as Holidays in Cisco Unity 8.x


Call Management Overview in Cisco Unity 8.x


See the following sections in this chapter:

Version 8.x Call Management Tools

Creating and Implementing a Call Management Plan in Cisco Unity 8.x

Routing Callers by Using One-Key Dialing in Cisco Unity 8.x

Version 8.x Call Routing Tables Overview

Creating and Modifying Call Routing Rules in Cisco Unity 8.x

Creating and Modifying Schedules in Cisco Unity 8.x

Identifying Days as Holidays in Cisco Unity 8.x

Version 8.x Call Management Tools

Cisco Unity provides the following tools for managing incoming and outgoing calls:

Call Handlers

Call handlers answer calls and can take messages; provide menus of options (for example, "For customer service press 1, for sales press 2..."); route calls to subscribers and to other call handlers; and play audiotext (prerecorded information). See the "Overview of Call Handler Settings in Cisco Unity 8.x" section on page 4-1 for more information.

Directory Handler

Directory handlers provide directory assistance by playing an audio list that subscribers and unidentified callers use to reach subscribers and to leave messages. See the "Overview of Directory Handler Settings in Cisco Unity 8.x" section on page 5-1 for more information.

Interview Handlers

Interview handlers collect information from callers by playing a series of questions and then recording the answers. See the "Overview of Interview Handler Settings in Cisco Unity 8.x" section on page 6-1 for more information.

Call Routing Tables

Call routing tables allow you to define how calls are initially routed, based on criteria such as the phone number of the caller and the schedule. When you have set up call handlers, interview handlers, and the directory handler, as well as extensions for subscribers, you can route calls to the applicable person or handler by modifying the call routing tables. See the "Version 8.x Call Routing Tables Overview" section for more information.

Restriction Tables

Restriction tables control outgoing calls by allowing you to specify the numbers that Cisco Unity can dial for transferring calls, for notifying subscribers of messages, and for delivering faxes. See the "Overview of Restriction Tables in Cisco Unity 8.x" section on page 7-1 for information on how to set up and use restriction tables.

Creating and Implementing a Call Management Plan in Cisco Unity 8.x

Careful planning for your system components—call handlers, interview handlers, directory handlers, and call routing tables—is key to setting them up efficiently. Creating a call management map is a way to document your plan.

When you have considered how your call management plan ought to work, you can create a sketch that shows specifically how the handlers connect to one another. Include a menu of one-key dialing options and all possible navigation choices (such as reaching a call handler by dialing an extension or via a routing rule). You can also include the predefined Cisco Unity call handlers in your plan.

After you have mapped your plan, write detailed scripts for the greeting of each call handler to use during the recording session.

When you are ready to set up your system of call handlers, start from the bottom up. First create the call handlers to which calls are routed. You will select these "destination" call handlers when you create the call handlers that route calls to them. You also need to create Cisco Unity accounts for the subscribers to which call handlers will transfer before creating those call handlers.

In addition to mapping call handlers, you also need to plan call routing tables. Another alternative is to assign extensions to some of your call handlers and to route incoming calls to those extensions by using a call routing table.

Routing Callers by Using One-Key Dialing in Cisco Unity 8.x

With one-key dialing, you can offer callers a menu of choices. One-key dialing enables you to designate a single digit to represent a subscriber extension, call handler, interview handler, or directory handler. Instead of entering the full extension, the caller presses a single key.

Callers can bypass one-key dialing. You set the system to pause a certain number of seconds for additional key presses before routing the call according to the way you have set up a one-key dialing menu. These pauses allow callers to press full extension IDs to bypass one-key dialing menus, even during the handler greeting.

You can also lock certain keys to take the caller directly to the action programmed for that key without waiting for an additional key press.

Use the handler greeting to tell callers about the one-key options they have, and whether they are allowed to enter an extension during the greeting.

Version 8.x Call Routing Tables Overview

Call routing tables are used to route incoming calls to the operator or to specific subscribers, call handlers, directory handlers, or interview handlers. In addition, call routing tables are used to route subscribers to the subscriber logon conversation.

Cisco Unity has two call routing tables—one for direct calls and one for forwarded calls—that handle calls from subscribers and from unidentified callers. Each table contains predefined routing rules, and you can create additional rules to route calls as needed. Set up your directory handlers, call handlers, and interview handlers first, and then modify or create call routing rules for each table as needed to route incoming calls correctly.

Direct Calls Call Routing Table

The Direct Calls call routing table handles calls from subscribers and unidentified callers that are dialed directly to Cisco Unity. The predefined routing rules for the Direct Calls call routing table are:

Attempt Sign-In—Calls from subscribers are routed to the subscriber logon conversation.

Default Call Handler—Calls from unidentified callers are routed to the Opening Greeting.

Forwarded Calls Call Routing Table

The Forwarded Calls call routing table handles calls that are forwarded to Cisco Unity from either a subscriber extension or from an extension that is not associated with a subscriber account (such as a conference room). The predefined routing rules for the Forwarded Calls call routing table are:

Attempt Forward to Greeting—All calls forwarded from a subscriber extension are routed to the subscriber greeting.

Default Call Handler—Calls forwarded from an extension that is not associated with a subscriber account are routed to the Opening Greeting.

You can change the order of the Attempt Sign-In and Attempt Forward to Greeting rules in the respective routing tables, but the Default Call Handler rule is always the last entry for both tables. You cannot modify or delete the predefined rules.

How Call Routing Rules Work

Call routing tables consist of a series of rules that let you route incoming calls based on the information that Cisco Unity may have about a call, such as the calling phone number (ANI or caller ID), the trunk or port on which the call comes in, the dialed phone number (DNIS), the forwarding station, and the schedule.

When Cisco Unity receives a call, it first determines if it is a direct or forwarded call based on the call information sent by the phone system, and then applies the applicable call routing table. If the call information matches all of the settings for the first rule, the call is routed as specified in the rule. If any call information does not match the settings specified in the first rule, the call information is then compared to the settings of the second rule, and so on, until a rule is found that matches all the characteristics of the call.

The integration between the phone system and Cisco Unity determines the information that is provided about a call (for example, call type, port, trunk, calling number, and dialed number). The schedule is determined by the date and time the call is received.

To set up routing rules correctly, you need to know what information your integration provides. See the Call Information section in the Cisco Unity integration guide for your phone system for this information (Cisco Unity integration guides are available at http://www.cisco.com/en/US/products/sw/voicesw/ps2237/products_installation_and_configuration_guides_list.html). You can also use the new Port Status Monitor to see the types of call information that your integration provides to Cisco Unity for inbound calls. To access the new Port Status Monitor, on the Cisco Unity server desktop, double-click the Cisco Unity Tools Depot icon. In the left pane of the Tools Depot window, in the Switch Integration Tools directory, double-click Port Status Monitor.

The following examples show how call routing tables are used in Cisco Unity to route calls.

Example 1

In Table 3-1, calls that meet the criteria specified in the Operator rule settings—any direct external call received while the Weekdays schedule is active—are transferred to the operator. Calls that do not meet this criteria are routed as specified by one of the other call routing rules in the table. In this case, any direct external calls received on the weekends will be routed to the Opening Greeting, according to the Default Call Handler rule.

Table 3-1 Direct Calls Call Routing Table 

Rule
Status
Call Type
Port
Trunk
Dialed Number
Calling Number
Schedule
Sent Call To
Language

Operator

On

External calls

Any

Any

Any

Any

Weekdays

Attempt transfer for operator

Inherited

Attempt Sign-in

On

Both

Any

Any

Any

Any

Always

Attempt Sign-in

English

Default Call Handler

On

Both

Any

Any

Any

Any

Always

Attempt transfer for Opening Greeting

Inherited


Example 2

In Table 3-2, calls forwarded from specific extensions—1234 and 5678—are routed according to the Product Info and Customer Service rules, respectively. Calls that do not match the extension (or forwarding station) in either of the first two rules are routed according to the two remaining rules.

Table 3-2 Forwarded Calls Call Routing Table 

Rule
Status
Call Type
Forwarding Station
Dialed Number
Calling Number
Schedule
Sent Call To
Language

Customer Service

On

Both

5678

Any

Any

Always

Attempt transfer for Customer Service

Inherited

Product Info

On

Both

1234

Any

Any

Always

Send to greeting for Product Info

English

Attempt Forward

On

Both

Any

Any

Any

Always

Attempt Forward

English

Default Call Handler

On

Both

Any

Any

Any

Always

Attempt transfer for Opening Greeting

Inherited


Creating and Modifying Call Routing Rules in Cisco Unity 8.x

Although you cannot modify the predefined routing rules in the Direct Calls and Forwarded Calls call routing tables, you can create additional call routing rules for each call routing table and modify them as needed.

To Create a Call Routing Rule


Step 1 In the Cisco Unity Administrator, go to the applicable page:

For direct calls, go to the Call Management > Call Routing > Direct Calls page.

For forwarded calls, go to the Call Management > Call Routing > Forwarded Calls page.

Step 2 Click the Add icon.

Step 3 In the Add a Call Routing Rule dialog box, enter the name of the new rule in the Name field.

Step 4 Click the Add button.

Step 5 Specify the settings for the new call routing rule, as applicable, and then click the Save icon.


Note When you create a new rule, you need to specify only the criteria that will be used to route the call, and can leave the other fields on the page blank. A blank field matches everything. For example, if you leave the Ports field blank, the rule applies to calls from all ports.



To Modify a Call Routing Rule


Step 1 In the Cisco Unity Administrator, go to the applicable page:

For direct calls, go to the Call Management > Call Routing > Direct Calls page.

For forwarded calls, go to the Call Management > Call Routing > Forwarded Calls page.

Step 2 In the routing table, click the rule that you want to modify.

Step 3 Change settings as applicable in the fields above the table, and then click the Save icon.


Creating and Modifying Schedules in Cisco Unity 8.x

Schedules are one of the variables that Cisco Unity uses to manage calls. The standard and closed subscriber and call handler greetings play according to the days and times that you specify in a schedule.

Cisco Unity offers two predefined schedules: All Hours - All Days, and Weekdays, both of which can be modified. In addition, you can create up to 64 schedules for your organization to accommodate the standard working hours of different groups of employees. You can use either of the predefined schedules, or a new schedule that you create, as the default schedule for Cisco Unity. The default schedule is used for all call handlers, subscriber templates, and call routing tables, unless you specify a different schedule for each call handler, subscriber account, or call routing table to follow.

For each schedule that you create or modify, you identify the hours and days that make up the standard and closed hours, and whether the schedule changes for holidays:

Standard hours

The hours and days that make up the normal business hours, when the organization is open. Standard hours can include multiple time ranges and different time ranges on different days. (For example, standard hours for an organization might be Monday through Friday from 8 a.m. to 12 p.m. and 1 p.m. to 5 p.m., to accommodate a lunch break, and Saturday from 9 a.m. to 1 p.m.)

Closed hours

The hours and days not identified as standard hours are considered nonbusiness hours, when the organization is closed.

Holidays

The time range defined on the System > Holidays page when the organization is closed. See the "Identifying Days as Holidays in Cisco Unity 8.x" section for information about identifying holidays.


To Create a New Schedule


Step 1 In the Cisco Unity Administrator, go to the System > Schedules page.

Step 2 Click the Add icon.

Step 3 In the Add a Schedule dialog box, enter information as applicable in the Name field.

Step 4 Select New Schedule or Based on Existing Schedule. If you select Based on Existing Schedule, select the applicable schedule in the Based On field.

Step 5 Click the Add button.

Step 6 Check the Observe Holidays check box, if applicable.

Step 7 Click boxes on the schedule grid until all open (standard) half hours are white and all closed half hours are gray. Note that you can use the Copy Day's Schedule field and >> functions to avoid clicking the same blocks for more than one day.

Step 8 Click the Save icon.

Step 9 To use this new schedule as the Cisco Unity default schedule, do the following "To Specify the Default Schedule" procedure.


To Specify the Default Schedule


Step 1 In the Cisco Unity Administrator, go to the System > Schedules page, and click Change Default Schedule from any schedule page.


Note When you click the link, you leave the schedule page, and move to the System > Configuration > Settings page.


Step 2 In the Default Schedule field, click the schedule you want to use as the default for new call handlers, subscriber templates, and call routing tables.

Step 3 Check the Use 24-Hour Time Format for Conversation and Schedules check box to use a 24-hour time format for all schedules, if applicable.

Step 4 Click the Save icon.


To Modify an Existing Schedule


Step 1 In the Cisco Unity Administrator, go to the System > Schedules page.

Step 2 Click the Find icon.

Step 3 Double-click the schedule that you want to modify.

Step 4 Change settings as applicable, and then click the Save icon.

Step 5 To use this new schedule as the system default schedule, do the "To Specify the Default Schedule" procedure.


Identifying Days as Holidays in Cisco Unity 8.x

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, and you can copy the holidays from one year to the next, adjusting dates as necessary. Because many holidays occur on different dates each year, confirm that the holiday schedule remains accurate annually.

To Identify Days as Holidays


Step 1 In the Cisco Unity Administrator, go to the System > Holidays page.

Step 2 Click the Add icon.

Step 3 In the Add a Holiday dialog box, select the month, day, and year of the holiday.

Step 4 Click the Add button.


To Modify a Holiday


Step 1 In the Cisco Unity Administrator, go to the System > Holidays page.

Step 2 Click the date of the holiday listed for the applicable year.

Step 3 In the Edit Holiday For field, change settings as applicable, and then click the Save icon.