Wednesday, 10 December 2014

CUC 9.x: Managing Call Routing


Call Routing Tables

By default direct call routing table is having two rules created:
  • Attempt Sign-In: Calls from users are routed to the user sign-in conversation.
  • Opening Greeting: Calls from unidentified callers are routed to the Opening Greeting.

Forward call routing table is having two default rules as well:
  • Attempt Forward: All calls forwarded from a user extension are routed to the user greeting.
  • Opening Greeting: Calls forwarded from an extension that is not associated with a user account are routed to the Opening Greeting.

Note: You can change the order of the Attempt Sign-In and Attempt Forward rules relative to additional rules that you add in the respective routing tables, but the Opening Greeting rule is always the last entry for both tables

To add new routing rule:

  1. In Cisco Unity Connection Administration, expand Call Management , then expand Call Routing . For direct calls, select Direct Routing Rules . For forwarded calls, select Forwarded Routing Rules .
  2. On the Direct Routing Rules or Forwarded Routing Rules page, select Add New and enter the Display Name.
  3. Configure rule matching Criteria such as calling number, called number, forwarding number, schedule, etc.

Directory Call Handler

To create directory handler:

  1. In CUC Administration, expand Call Management , then select Directory Handlers, Add New.
  2. On the New Directory Handler page, enter a display name and, optionally, an extension for the directory handler. This extension is used to dial the call handler directly.
  3. To create a voice-enabled directory handler, check the Voice Enabled check box.
  4. On the Edit menu, select Caller Input to continue adding applicable settings to the new directory handler.

Note: You can edit the settings for multiple directory handlers using Bulk Edit. On the Search Directory Handlers page, check the applicable directory handler check boxes, and select Bulk Edit .

Select the scope for directory handler searches:
  • Entire Server: Restricts directory handler searches to users and contacts who are associated with the entire Cisco Unity Connection server that the caller dialed.
  • Class of Service (Not applicable to voice-enabled directory handlers.): Restricts directory handler searches to users who are assigned to the selected class of service on the local Connection server.
  • System Distribution List (Not applicable to voice-enabled directory handlers.): Restricts directory handler searches to members of the selected system distribution list.
  • Search Space: Restricts directory handler searches to users and contacts who are associated with a partition that is a member of the selected search space.
  • Inherit Search Space from Call: Restricts directory handler searches to users and contacts who are associated with a partition that is a member of the search space of the call. The search space of the call can be set by the call routing rules or by a call handler that receives the call before it reaches the directory handler.

Speech Threshold: (Applicable only to voice-enabled directory handlers) This setting is used to define how strict CUC  is matching the users based on voice search. For example, if users complain that the system does not recognize names in the corporate directory, you can try lowering this value so that the system matches utterances more liberally. The range of valid entries is 0 to 100. The default setting is 10. Note that lowering the speech confidence threshold level results in more matches for names

The following options are available for Search Result Behavior:

Route Automatically on a Unique Match
When this option is selected, Cisco Unity Connection routes a call to the extension assigned to the user without prompting the caller to verify the match.
Always Request Caller Input
(Not applicable to voice-enabled directory handlers.) When this option is selected, Cisco Unity Connection prompts a caller to verify the match before sending the caller to the specified user extension.
Announce Matched Names Using Extension Format
(Not applicable to voice-enabled directory handlers.) When this option is selected, Cisco Unity Connection announces to callers the names and extensions of matching users. For example, “For Pat Amos, press 123. For Gerry Anderson, press 104.” Callers enter the extension number to choose a user.
This functionality is supported only when the Search Scope of the directory handler is set to Search Space or Inherit Search Space from Call.
Announce Matched Names Using Menu Format
(Not applicable to voice-enabled directory handlers.) When this option is selected, Cisco Unity Connection provides a menu of users to callers. For example, “For Pat Amos, press 1. For Gerry Anderson, press 2.” Callers enter the menu number to choose a user.
To provide callers with the user extension, also check the Announce Extension with Each Name check box. Then, Connection provides a menu of users that includes user extensions. For example, “For Pat Amos at extension 123, press 1. For Gerry Anderson at extension 104, press 2.”

Note: Because directory handlers do not have greetings, we recommend that you use call handlers (e.g. system) or one-key dialing to route callers to a directory handler, and use the system call handler greeting to explain caller options for each directory handler.

Interview Call Handler

To create interview call handler:

  1. From CUC Administration, expand Call Management , then select Interview Handlers, select Add New.
  2. On the New Interview Handler page, enter basic settings, as applicable, and save.
  3. From Edit tab, select Interview Questions.

After recording the answers, they will be forwarded as single message to the receptionist. The receptionist can be:
  • User with Mailbox: Select the applicable user from the list.
  • Distribution List: Select the applicable distribution list.
Note: Check the Mark for Dispatch Delivery check box to have messages sent to the distribution list as dispatch messages. Dispatch messages are configured in such a way that only one user in the group needs to act on the message.

You can mark the priority of the message:
  • Mark Normal: Messages left for the interview handler are marked normal.
  • Mark Urgent: Messages left for the interview handler are marked urgent.
  • Ask Caller: Connection asks callers whether to mark their messages urgent.

After interview action can be set to one of the following:
  • Call Action: Select the applicable action from the list. When Hang Up is selected, Cisco Unity Connection immediately terminates the call when a caller presses the applicable key on the phone.
  • Call Handler: Sends the call to the system call handler that you specify. Specify whether the call should transfer to the call handler extension or go directly to the greeting of the handler.
  • Interview Handler: Sends the call to the interview handler that you specify.
  • Directory Handler: Sends the call to the directory handler that you specify.
  • Conversation: Sends the call to the conversation that you specify:
    • Broadcast Message Administrator—Sends the call to a conversation for sending broadcast messages.
    • Caller System Transfer—Sends the call to a conversation that allows users to transfer to a number that they specify. Connection performs the transfer only when the restriction table permits it.
    • Greetings Administrator—Sends the call to a conversation for changing call handler greetings by phone.
    • Sign-In—Sends the call to the user sign in conversation, which prompts the caller to enter an ID.
    • User System Transfer—Sends the call to a conversation that allows users to transfer to a number that they specify. Users are prompted to sign in and then can enter numbers that are not associated with Connection users—such as lobby and conference room phones, and even phone numbers outside the organization. Connection performs the transfer only when the user restriction table permits it.
  • User with Mailbox: Sends the call to the user that you specify. Specify whether the call should transfer to the user extension or go directly to the greeting of the user.

Schedules

By default CUC creates three schedules which are:

  1. All Hours: This schedule is configured to be active 24 hours a day, 7 days a week, with no holidays; routing rules that follow this schedule are always active, and call handlers that use this schedule never use closed hour transfer settings or play closed greetings.
  2. Weekdays: This schedule is configured to be active from 8 a.m. to 5 p.m. (in the time zone of the Unity Connection server) from Monday through Friday. It is also configured to observe any days and times that are set in the default Holidays schedule

To configure a holiday schedule:

  1. In Cisco Unity Connection Administration, expand System Settings , then select Holiday Schedules .
  2. On the Search Holiday Schedules page, select Add New and enter a display name for the holiday schedule, and select Save .

To configure new Schedule:

  1. In Cisco Unity Connection Administration, expand System Settings , then select Schedules
  2. On the Search Schedules page, select Add New, enter a display name, and select a holiday schedule (optional) to apply to this schedule.
  3. To add time frames when the schedule is active, on the Edit Schedule Basics page, in the Schedule Details box, select Add New .
  4. On the New Schedule Detail page, enter settings as applicable

Restriction Tables

Unity Connection sequentially compares a phone number to the call patterns in the restriction table, starting with Dial String 0. When user dials "0", by default Unity Connection treats it as an operator call and does not block "0" by any restriction table configuration.

You can indicate call patterns by entering specific numbers or by using the following special characters as wildcards:

*
Matches zero or more digits.
?
Matches exactly one digit. Use? as a placeholder for a single digit.
#
Corresponds to the # key on the phone.

To configure restriction tables:

  1. In Cisco Unity Connection Administration, expand System Settings , then select Restriction Tables > Add New .
  2. On the New Restriction Table page, enter basic settings as applicable and Save
  3. To add patterns to the restriction table, on the Edit Restriction Table Basics page, in the Restriction Patterns box, select Add New .

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