allows callers to locate people in your organization without talking to a
receptionist. You can customize the prompts that are played for the caller.
Unified Communications Manager to receive calls on specific telephone
extensions. The software interacts with the caller and allows the caller to
search for and select the extension of the party (in your organization) that
the caller is trying to reach.
provides the following functions:
Answers a call
user-configurable welcome prompt
Plays a main
menu prompt that asks the caller to perform one of three actions:
for the operator
Press 1 to
enter an extension number
Press 2 to
spell by name
caller chooses to spell by name (by pressing 2), the system compares the
letters that are entered with the names that are configured to the available
extensions. One of the following results can occur:
match exists, the system announces a transfer to the matched user and waits for
up to 2 seconds for the caller to press any Dual Tone Multifrequency (DTMF) key
to stop the transfer. If the caller does not stop the transfer, the system
performs an explicit confirmation: it prompts the user for confirmation of the
name and transfers the call to the primary extension of that user.
more than one match occurs, the system prompts the caller to choose the correct
many matches occur, the system prompts the caller to enter more characters.
no match occurs, that is, if the user presses wrong options, the system prompts
that the user pressed the wrong options and prompts the user to press the
caller specifies the destination, the system transfers the call.
If the line is
busy or not in service, the system informs the caller accordingly and replays
the main menu prompt.
Auto-Attendant solution can be deployed in three different ways as
follows using different Cisco products that can provide interactive voice
Auto-Attendant using Cisco Unity Connection (CUC); the most
widely used Auto-Attendant solution configuration by customers
Auto-Attendant using Cisco Unified Contact Center Express (Unified CCX)
Auto-Attendant using Cisco Unity Express (CUE)
Cisco Unity Connection Configuration
The Cisco Unity Connection server provides Automated-Attendant functionality for both external and internal callers. An Auto-Attendant allows callers to be automatically transferred to an extension without the intervention of an operator or receptionist.
Auto-Attendants offer a menu system; it may also allow a caller to reach a live operator by dialing a number, usually "0". Multiple Auto-Attendants may be implemented to support individual site locations. Within Cisco Unity Connection, an Auto-Attendant is a customized application tree structure that is built by creating and linking multiple Call Handlers together. The Auto-Attendant is defined by entry and exit points, and intermediate routing decisions based upon the callers DTMF input choices.
options enables you to designate a single digit to represent a user extension,
alternate contact number, call handler, interview handler, or directory
handler. The caller presses a single key during a call handler greeting instead
of entering the full extension, and
Unity Connection responds accordingly. Several different keys
configured as caller input options offers the callers a menu of choices in the
call handler greeting.
Default System Transfer restriction table. The Default System Transfer
restriction table restricts numbers that can be used for Caller system
transfers, which allow unidentified callers to transfer to a number that they
Configure CTI Route
Unified CM Administration, choose
Device > CTI Route
and List CTI Route Points window is displayed.
Route Point Configuration window is displayed.
Name field, enter a device name for the route point.
Pool drop-down list, choose
successful message is displayed.
Association area, click
 - Add a new DN.
Directory Number Configuration window is displayed.
Directory Number field, enter the directory number
that matches with the DID of the company.
Partition drop-down list, choose the required route partition.
From the Call
Forward and Call Pickup Settings area, for
Forward All, choose the appropriate calling search
space and check the
Mail check box.
Unity Connection Administration, from the Cisco Unity Connection tree on the
left, navigate to System Settings and choose
Restriction Tables window is displayed.
Default System Transfer.
Restriction Table Basics (Default System Transfer) window is
check box in the
Blocked column for 6 in the
Unified CM Telephony call control groups.
CCX system uses Unified CM Telephony call control groups to pool together a
series of CTI ports, which the system uses to serve calls as they arrive or
depart from the Unified CCX server.
Add a Cisco
Media Termination (CMT) dialog control group.
Media subsystem is a subsystem of the Unified CCX Engine. The Cisco Media
subsystem manages the CMT media resource. CMT channels are required for Unified
CCX to be able to play or record media.
Media subsystem uses dialog groups to organize and share resources among
applications. A dialog group is a pool of dialog channels in which each channel
is used to perform dialog interactions with a caller, during which the caller
responds to automated prompts by pressing buttons on a touch-tone phone.
termination strings begin with
and contain the same ID as the call control group—not the CMT dialog group.
Perform this procedure if the default media termination is configured and the
Cisco script application.
CCX script applications are applications that are based on scripts created in
the Unified CCX Editor. These applications come with every Unified CCX system
and executes scripts that are created in the Unified CCX Editor.
Unified CM Telephony trigger.
A Unified CM
Telephony trigger responds to calls that arrive on a specific route point by
selecting telephony and media resources to serve the call and invoking an
application script to handle the call.
Modify an existing
Unified CCX Administration page allows you to modify any existing
Auto-Attendant instance as necessary.
Unified CCX allows you to customize the Auto-Attendant prompts from the Cisco
Unified CCX Administration Media Configuration window. It allows you to record
the welcome prompt, configure the welcome prompt, and upload a spoken name.