Caller input settings define actions that Unity Connection SRSV takes in response to phone keys pressed by callers during a call handler greeting. Using the settings on the Edit Greeting page for any greeting, you can also specify whether the greeting allows caller input and whether callers can perform transfers. Alternatively, you can define caller input keys and options that apply to all the call handler greetings using the Caller Input page for the call handler.
One-key dialing enables you to designate a single digit to represent a user extension, alternate contact number, call handler, interview handler, or directory handler. Instead of entering the full extension, the caller presses a single key during a call handler greeting and Unity Connection SRSV responds accordingly. By specifying different keys as caller input options, you can offer callers a menu of choices in the call handler greeting.
Configuring the transfer to alternate contact number action on one or more keys of a call handler allows you to quickly set up a simple audio-text tree that callers can use to transfer to specific non-user extensions on the phone system or to specific external numbers, without having to create separate call handlers for each number. When transferring a caller to an alternate contact number, Unity Connection SRSV can either supervise the transfer or release the call to the phone system.
Callers can also 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 one-key dialing menu you have set up. These pauses allow callers to press full extension IDs to bypass one-key dialing menus, even during the handler greeting.
Further, you can lock certain keys to take the caller directly to the action programmed for that key without waiting for an additional key press.
You should not lock any key that matches the first digit of user extensions; otherwise, callers are not able to enter an extension to reach a user.
You can simulate abbreviated extensions using prepended digits for call handlers and user mailboxes. When such digits are defined, they are prepended to any extension that a caller dials while listening to the greeting for the call handler or user mailbox.
Unity Connection SRSV first attempts to route the call to the prepended extension. If the prepended extension is not valid, Unity Connection SRSV attempts to route the call to the dialed extension. In the following example, the call handler named Sales is configured with the prepended digits 123. When a caller dials 1000 while listening to the greeting for the Sales call handler, Unity Connection SRSV attempts to route the call to extension 1231000; if the prepended extension is not valid, Unity Connection SRSV attempts to route the call to extension 1000. (Note that if extension 1000 is not a valid extension and the greeting for the Sales call handler is configured to allow transfers to numbers not associated with users or call handlers, Unity Connection SRSV performs a release transfer to 1231000.)
Abbreviated extensions can be used as a way for an organization to segment users into different groups. For example, suppose a company has two departments: Engineering and Marketing. The company uses six digit extensions, and all extensions in Engineering begin with 10 and all extensions in Marketing begin with 11. Call handlers could be created for Engineering and for Marketing, and each call handler could be configured to prepend a 10 or a 11, as applicable, to any extension dialed from that call handler. When set up this way, users would only have to enter the last four digits of a user extension.