|
0:00:14
|
I´ve created a Auto-attendant menu structure here
|
|
0:00:21
|
and we´re going to use beginning with the existing
|
|
0:00:26
|
system call handler, opening greeting. We´re going to create
|
|
0:00:31
|
a series of system call handlers and we could even
|
|
0:00:35
|
label these if we wanted to keep in mind what it is we´re creating here
|
|
0:00:40
|
We could even lable them under score system call handler
|
|
0:00:45
|
or just system handler or just call handler.
|
|
0:00:50
|
So I´m just going to label this consumer sales, system call handler
|
|
0:00:54
|
you know I could put underscores between them if I wanted to
|
|
0:00:59
|
keep my name in conventions, that´s fine
|
|
0:01:01
|
but the reason I´m putting them on here
|
|
0:01:04
|
is for your edification to know that each of these different entities
|
|
0:01:10
|
is effectively a system call handler, not this isn´t
|
|
0:01:14
|
this is actually a greeting
|
|
0:01:20
|
within the above
|
|
0:01:24
|
system call handler and realistically we would have
|
|
0:01:30
|
separate greetings and you know if I was creating this for a customer
|
|
0:01:33
|
I would probably do it in video
|
|
0:01:37
|
or some sort of flow charting application.
|
|
0:01:41
|
Where they could see it and comment at it, you know whatever
|
|
0:01:45
|
and I would have a little bit of descript of what we would say.
|
|
0:01:52
|
or have recorded for each greeting at each level
|
|
0:01:57
|
Each menu prompt if you want, of course we could do all of this in UCCX.
|
|
0:02:03
|
Depending on how well we know UCCX versus Unity Connection
|
|
0:02:08
|
just as easily, if not maybe easier. They´re certainly
|
|
0:02:14
|
it really just depends on which you know better and which
|
|
0:02:17
|
you´re more comfortable with, but they´re certainly the
|
|
0:02:21
|
reality that with UCCX or Unified Contact Center Express scripting.
|
|
0:02:26
|
I can just drag and drop elements very quickly versus in
|
|
0:02:30
|
Unity Connection, I´d have to create all these and
|
|
0:02:33
|
wait on webpages to load, so again this just really
|
|
0:02:36
|
up to how you´re more comfortable doind something
|
|
0:02:40
|
to meet a givenr requirement, unless you´re told to use a specifc sever.
|
|
0:02:50
|
OK, so this is a system call handler
|
|
0:02:53
|
as is this. So here we go, the opening greeting or
|
|
0:02:56
|
the main, the root of the Auto-attendant.
|
|
0:03:02
|
As I mentioned earlier this whole thing would be be considered audio text.
|
|
0:03:07
|
It´s going to probably play a greeting saying something like
|
|
0:03:10
|
you know, welcome to this particular company.
|
|
0:03:15
|
For consumer sales press 1,
|
|
0:03:18
|
for consumer support press 2
|
|
0:03:21
|
for professional sales press 3
|
|
0:03:25
|
and for professional support press 4.
|
|
0:03:28
|
If someone presses consumer sales maybe we want it to immediately
|
|
0:03:39
|
maybe we want it to immediately, let´s grab this.
|
|
0:03:51
|
We want it to immediately transfer them
|
|
0:03:56
|
to sales hunt group or hunt pilot.
|
|
0:04:01
|
And for this situation, since I don´t want to go set up a bunch of
|
|
0:04:05
|
hunt groups and pilots as I of course would in a real implementation
|
|
0:04:11
|
maybe we´ll just say that 1001 is the sales hunt group.
|
|
0:04:17
|
If they press 2 for consumer support
|
|
0:04:21
|
then they´re taken to a submenu, so what is that?
|
|
0:04:24
|
The greeting for consumer support, so up here
|
|
0:04:28
|
when they press 1 from the main system call handler or the main greeting.
|
|
0:04:33
|
It forwarded them or sent them to the consumer sales
|
|
0:04:38
|
system call handler which went to attempt
|
|
0:04:42
|
a transfer and automatically transfer to 1001,
|
|
0:04:45
|
so there is no greeting that we recorded here.
|
|
0:04:52
|
However,
|
|
0:05:01
|
However, when they went to
|
|
0:05:08
|
when they went to press 2 for consumer support
|
|
0:05:12
|
it took them to a system call handler that
|
|
0:05:15
|
we did not attempt transfer for, but we instead
|
|
0:05:18
|
said send to greeting for this consumer support system call handler
|
|
0:05:23
|
and the greeting was press 1, press 2, etcetera
|
|
0:05:30
|
Press 1 for support on widgets, press 2 for support on wadgets
|
|
0:05:35
|
and then as you might imagine
|
|
0:05:38
|
if they press support for 1
|
|
0:05:44
|
and I actually need to bump this out, another level here.
|
|
0:06:02
|
Then it transferred them to sales
|
|
0:06:06
|
I´m sorry, it transferred them to the widgets.
|
|
0:06:16
|
you know widget support hunt group. Let´say that´s 1002.
|
|
0:06:26
|
OK. Same thing with wadgets it´s going to send them somewhere wherever.
|
|
0:06:32
|
So when they press 1 we attempt transfer for widgets
|
|
0:06:36
|
which sends them to 1002, press 2 maybe it send them to
|
|
0:06:41
|
exfer 2001, etcetera.
|
|
0:06:49
|
Professionals sales here, they actually get transferred
|
|
0:06:54
|
to, I don´t know, somewhere
|
|
0:06:58
|
You know, we can just make anything up, at some point
|
|
0:07:01
|
doesn´t matter because we´re just repeating ourselves
|
|
0:07:04
|
and showing how the functionality works
|
|
0:07:08
|
maybe if the press professional support we want them to
|
|
0:07:11
|
enter their customer ID. So this is actually the greeting
|
|
0:07:14
|
for that above, it says please enter your customer ID.
|
|
0:07:18
|
And then how do we authenticate the customer ID?
|
|
0:07:21
|
The customer ID is just an extension
|
|
0:07:24
|
of something that exists, maybe we only have one
|
|
0:07:29
|
customer ID or maybe that´s a bad example.
|
|
0:07:33
|
Enter professional product
|
|
0:07:39
|
ID and then the professional product ID.
|
|
0:07:48
|
For widgets is 555, for instance
|
|
0:07:59
|
and the professional product ID
|
|
0:08:04
|
for wadgets is
|
|
0:08:08
|
756 or 755, that´s fine
|
|
0:08:15
|
and that´s actually their extension, that´s actually this
|
|
0:08:20
|
system call handler extension. So the only wat to get there
|
|
0:08:22
|
is to know the professional product ID
|
|
0:08:25
|
which is the extension and once you enter that it attempts transfer
|
|
0:08:29
|
for a specific hunt group or maybe one person that deals
|
|
0:08:32
|
one team that deals with that product.
|
|
0:08:35
|
But you only were able to get there because you knew
|
|
0:08:38
|
the product ID and that equal that system call handler extension.
|
|
0:08:42
|
OK. So these are the ways that we can create our
|
|
0:08:46
|
our attendant, AUto.attendant tree.
|
|
0:08:51
|
So
|
|
0:08:56
|
we´re going to go through and we´re going to create
|
|
0:08:58
|
this Auto-attendant tree now in Unity Connection.
|
|
0:09:08
|
So let´s go over to our
|
|
0:09:12
|
Unity Connection window and let´s log on.
|
|
0:09:18
|
And we´re going to begin by creatin all of these
|
|
0:09:21
|
particular entities. So let´s create our
|
|
0:09:30
|
our pro wadgets
|
|
0:09:37
|
Where are they? Here we go, system call handler
|
|
0:09:41
|
And just like we had user templates, if there´s something specific
|
|
0:09:45
|
that we want to be in every call handler.
|
|
0:09:48
|
We would modify or create a copy of
|
|
0:09:50
|
the default system call handler template
|
|
0:09:53
|
and it would be applied when we´re adding
|
|
0:09:57
|
a system call handler. So let´s call this one pro wadgets support
|
|
0:10:04
|
and the extension is the product ID which is 755.
|
|
0:10:13
|
and I´m going to add a new one which is pro widgets
|
|
0:10:23
|
support extension, what did we say, 555?
|
|
0:10:31
|
and we can
|
|
0:10:35
|
you´re already a directory handler with that, OK.
|
|
0:10:37
|
So we have to go over to directory handlers.
|
|
0:10:40
|
Directory handlers are the entities that allow us to dial directories.
|
|
0:10:45
|
So if we want to list all the users in a directory
|
|
0:10:48
|
and it has the default extension of 555. No problem
|
|
0:10:51
|
I´ll just change it to something, really anything.
|
|
0:10:59
|
Go back and I´ve got my pro wadgets, I´ll add new for
|
|
0:11:05
|
Pro-widget support 555
|
|
0:11:17
|
and I´m going to add a new for professional support.
|
|
0:11:27
|
No extension for right now.
|
|
0:11:31
|
All we´re doing is going through and creating all of the
|
|
0:11:34
|
entities, the framework that we need
|
|
0:11:38
|
professional sales in order to set up our full Auto-attendant.
|
|
0:11:47
|
I could call this one consumer
|
|
0:11:55
|
so consumer wadgets
|
|
0:12:03
|
and this is actually support, maybe I´d want to label that.
|
|
0:12:22
|
So that I don´t get confuse when I call on them later.
|
|
0:12:29
|
and so I´ll create consumer widget support.
|
|
0:12:35
|
Create another one for
|
|
0:12:39
|
consumer support in general,
|
|
0:12:44
|
create another one for consumer sales and that should be
|
|
0:12:48
|
all I need to create because the opening greeting is already there.
|
|
0:12:53
|
So now I go back to search call handlers
|
|
0:12:57
|
and now I see, I´ve got all of the system call handlers that I need
|
|
0:13:03
|
as the framework to supprt my Auto-attendant tree
|
|
0:13:07
|
and I went ahead and assign the
|
|
0:13:10
|
extension which is essentially the same as my
|
|
0:13:14
|
pro support widgets and wadgets pro product IDs.
|
|
0:13:19
|
So that only certain people that know those product IDs
|
|
0:13:23
|
therefore, probably are professionals.
|
|
0:13:25
|
I suppose maybe not, maybe you got windows something.
|
|
0:13:28
|
can get to those attendant tree sub structures.
|
|
0:13:34
|
So now we´ll go to our root, which is the opening greeting.
|
|
0:13:38
|
So the opening greeting,
|
|
0:13:42
|
by default, users are going to be transferred here.
|
|
0:13:46
|
Let´s just look at the transfer rules, let´s unclick save
|
|
0:13:50
|
or untich the close transfer and say save. Let´s go to standard
|
|
0:13:57
|
and by default it transfers to greetings
|
|
0:14:00
|
now if your concerned with the
|
|
0:14:04
|
if your concern with the time of day being
|
|
0:14:07
|
an issue, then just issue the alternate
|
|
0:14:11
|
make sure it goes to where you want and make sure
|
|
0:14:14
|
that it´s enable with no end dat and time
|
|
0:14:16
|
see an alternate rule can be enabled until
|
|
0:14:19
|
the certain time, this is useful for holiday or vacation
|
|
0:14:22
|
schedules, you´re own presonal, I should say. OK, so
|
|
0:14:30
|
if we get to transfer rule, alternate will always take effect
|
|
0:14:34
|
it´s always enabled no end. It will always go to the greeting
|
|
0:14:39
|
the greeting for, let´s just go ahead and do enable alternate as well
|
|
0:14:45
|
alternate will now take effect, no end date and time
|
|
0:14:49
|
and we will play a personal greeting
|
|
0:14:54
|
not record your message at the tone prompt
|
|
0:14:57
|
but we record a personal greeting, and here´s where we do this recording
|
|
0:15:03
|
and we can press play record and it will open up a job a java applet
|
|
0:15:18
|
which said do we want to accept the certificate,
|
|
0:15:21
|
we do we want to trust that.
|
|
0:15:27
|
and this will allow us.
|
|
0:15:30
|
This opens up what´s called trap or tool for recording
|
|
0:15:34
|
an audio processiong and here we can say use
|
|
0:15:37
|
computer or use a phone for playback and for record.
|
|
0:15:42
|
The options, playback and recording options
|
|
0:15:52
|
and it may have open something behind
|
|
0:15:56
|
java applets have a tendency to do that.
|
|
0:16:00
|
There we go, playback and recording setting, use the phone
|
|
0:16:04
|
the primary extension and we can tell it to
|
|
0:16:07
|
go to another number just for the recording 1001
|
|
0:16:13
|
say OK
|
|
0:16:18
|
and if we press record, allow.
|
|
0:16:26
|
If I have all my java settings set right and
|
|
0:16:29
|
you can be sure that on the real exam, the actual
|
|
0:16:36
|
candidate desktop will already be set up for you properly
|
|
0:16:39
|
and we can answer this call, I answered it too late.
|
|
0:16:43
|
phone not answering, press record again
|
|
0:16:52
|
and we won´t do this for every single greeting, here we´ll answer.
|
|
0:17:00
|
Welcome to XYZ company
|
|
0:17:04
|
I didn´t come up with the company name for consumer sales press 1
|
|
0:17:10
|
for consumer support press 2, for professional sales press 3
|
|
0:17:16
|
and for professional support 4. You may dial in an extension at anytime.
|
|
0:17:26
|
OK, so it recorded that or at least it should have, if I play
|
|
0:17:35
|
and the recording we can see is not that great
|
|
0:17:38
|
it did record it, but I´m not using a handset as I should have been
|
|
0:17:42
|
I just amusing speaker phone because I don´t
|
|
0:17:45
|
have any of my handsets connected.
|
|
0:17:48
|
but the point is, is that it got the job done
|
|
0:17:50
|
you can record messages in
|
|
0:17:54
|
the exam, in fact you can also use this in order to
|
|
0:17:59
|
create just a recording of your voice in general and then save
|
|
0:18:02
|
the recording as and download it to your candidate work station.
|
|
0:18:06
|
And use that for whatever else you might need
|
|
0:18:09
|
whether it´s a wave file on CUCM or
|
|
0:18:14
|
a version of a music on hold file, so maybe some sort of sales pitch
|
|
0:18:19
|
instead of a traditional music for music on hold
|
|
0:18:22
|
or B-ACD prompt, whatever it is you might need it for
|
|
0:18:25
|
you can use this, you can use Unity Express, you could use UCCX
|
|
0:18:35
|
OK. So we´ve done that, we press save
|
|
0:18:41
|
alternate greetings enabled, so we´ll always take effect
|
|
0:18:44
|
and now weñre going to go to caller input.
|
|
0:18:47
|
Actually, let´s go back to greetings, go back to alternate
|
|
0:18:51
|
and just make sure that we did not ignore
|
|
0:18:54
|
caller input, so that is we will allow it.
|
|
0:18:57
|
Now the after greeting action should hoprefully never be reached
|
|
0:19:01
|
if it did, what we could say is, basically if the after greeting action
|
|
0:19:07
|
were should be reached, what that should mean was that
|
|
0:19:12
|
Here´s this java applet that keeps causing me some issues.
|
|
0:19:22
|
Well, it´s actually not causing me any issues but my
|
|
0:19:27
|
switching back and forth, so it should be okay.
|
|
0:19:30
|
If this end of the opening greeting were to be reached
|
|
0:19:35
|
the after greeting action, what that means is that
|
|
0:19:37
|
the user did not press something in time,
|
|
0:19:40
|
right they did not press caller input of dtmf 1, 2, 3 or 4
|
|
0:19:45
|
So what we want to do is maybe just loop them back
|
|
0:19:53
|
or restart greeting, we used to have to say go to the call handler
|
|
0:19:58
|
go directly to greeting for opening greeting
|
|
0:20:02
|
that would do the same action as call action, restart greeting
|
|
0:20:07
|
so it basically it´s just going to loop through
|
|
0:20:10
|
the greeting, every single time.
|
|
0:20:16
|
And we also can reprompt the caller, if you are still there but
|
|
0:20:19
|
this would just restart the greeting, so not a bad idea. So let´s save that.
|
|
0:20:24
|
And then let´s go to caller input for this primary greeting.
|
|
0:20:29
|
So we´re going to go ahead and lock all of the additional keys
|
|
0:20:39
|
now maybe we wouldn´t be told to for every
|
|
0:20:42
|
hopefully in a lab, nothing this complex
|
|
0:20:45
|
or I shouldn´t say complex, but just long
|
|
0:20:47
|
but we might be giving you know like 1 or 2 or 3 levels
|
|
0:20:51
|
just 3 different system call handlers
|
|
0:20:55
|
but we might be told at the primary level if a user
|
|
0:20:58
|
presses anything ohter 1, 2, 3 or 4 to ignore their
|
|
0:21:04
|
settings and or to do something specific like start the greeting over
|
|
0:21:11
|
now if they press something that has been locked
|
|
0:21:15
|
So like for instance they press caller input of 8 or 9
|
|
0:21:22
|
or anything 1, 2, 3 or 4 that is locked
|
|
0:21:27
|
that will send them as we mentioned earlier to the error greeting
|
|
0:21:31
|
So what is the after greetin action, first of all
|
|
0:21:35
|
we don´t want to play anything for system default greeting
|
|
0:21:37
|
maybe we do, maybe it want to say I can´t remember exactly
|
|
0:21:40
|
what it says, but I think it says something like
|
|
0:21:42
|
invalid selection, try again.
|
|
0:21:45
|
So maybe we want to say nothing
|
|
0:21:50
|
and maybe we want to just restart the greeting. I think it does say
|
|
0:21:53
|
invalid selection try again and then the call action by default
|
|
0:21:57
|
is restart greeting, so we won´t change that
|
|
0:22:00
|
So let´s go back to caller input and we´re going to lock 7
|
|
0:22:07
|
We´re going to go back to caller input and here´s the hierarchy
|
|
0:22:11
|
of where we´re at, so that we can jump back real quick.
|
|
0:22:14
|
Go back and lock 6, dtmf 6
|
|
0:22:20
|
caller inout lock 5 and this should be the last one that we need to lock.
|
|
0:22:27
|
Go back to caller input and now we´re going to go to dtmf 1
|
|
0:22:32
|
and say that we´re going to transfer them
|
|
0:22:39
|
to consumer sales and the consumer sales has no greeting
|
|
0:22:45
|
but we´re going to transfer them to 1001.
|
|
0:22:49
|
So right now, if we send them attempt transfer to consumer sales.
|
|
0:22:54
|
It simply attempts transfer, we need to go back to system call handler
|
|
0:22:59
|
and we would probably do this later, but I´m just going to
|
|
0:23:01
|
follow this one tangent to begin with and say for
|
|
0:23:06
|
the transfer rulse for consumer sales, alternate is enabled
|
|
0:23:11
|
always takes effect and always transfer to the
|
|
0:23:14
|
extension of what did we say 1001, release the switch.
|
|
0:23:19
|
and maybe we wanted to say please wait while I transfer your call,
|
|
0:23:23
|
probably do. If we don´t do a release to switch for the transfer type
|
|
0:23:27
|
if we do something like supervise transfer
|
|
0:23:30
|
then this call screening options become available.
|
|
0:23:33
|
Like tell me when the call is connected, tell me who
|
|
0:23:36
|
the call is for, this will promp tha calling party for thei name.
|
|
0:23:41
|
Ask me if I want, I´m the called party so 1001 would actually be asked
|
|
0:23:47
|
screen called, do you want to accept the call?
|
|
0:23:51
|
So ask for the callers name, tell mo who it´s for.
|
|
0:23:53
|
By the way these options become really obnoxious when used in
|
|
0:23:58
|
real life, but typically not too well
|
|
0:24:01
|
Welcome in applied
|
|
0:24:06
|
consulting, they sound great in theory, but most people don´t like them
|
|
0:24:10
|
because the calling party get really annoyed.
|
|
0:24:14
|
But that´s what the supervise transfer, we do have the options
|
|
0:24:18
|
of doing some of that stuff. It does work really well
|
|
0:24:20
|
if I wanted to maybe announced a calling party in to a
|
|
0:24:23
|
conference, maybe a Meet Me conference, that´s already established.
|
|
0:24:26
|
I can ask for the callers name and tell me who the call is for
|
|
0:24:31
|
and then this can be a useful tool, to announce
|
|
0:24:34
|
party in to a conference when I don´t have something like
|
|
0:24:37
|
meeting place express, which you don´t in the lab.
|
|
0:24:40
|
Here I´m just going to release a switch and say save
|
|
0:24:43
|
so I just gave you a real quick example.
|
|
0:24:47
|
At least verbally even if not through the
|
|
0:24:50
|
full applied of how you could create some sort of a
|
|
0:24:56
|
conference announcement of the exact person who is entering and hey
|
|
0:25:02
|
if you use extensions as passwords and conference IDs.
|
|
0:25:07
|
You could even create this sort of a tree where somebody
|
|
0:25:10
|
dials the number of the conference which you happened to
|
|
0:25:14
|
have isolated through Calling Search Spaces in partitions, the
|
|
0:25:19
|
greeting then says enter the conference ID which is
|
|
0:25:23
|
the next system call handler extension
|
|
0:25:26
|
that next system call handler extension when you get
|
|
0:25:28
|
to it because you enter the proper conference ID, says enter the password.
|
|
0:25:32
|
Which sends you to the next system call handler and
|
|
0:25:36
|
of course that next next system call handlers extension is the password.
|
|
0:25:40
|
And then the next system call handler
|
|
0:25:43
|
it does a transfer type supervise ask for the callers name
|
|
0:25:47
|
and then tell me or tell the called party which is the
|
|
0:25:53
|
actual conference, Meet Me conference dn
|
|
0:25:57
|
and of course the voicemail pilot has the CSS to reach the proper
|
|
0:26:02
|
Meet Me dn whereas the other users did not. They had a
|
|
0:26:08
|
CSS and therefore partiton the mat the same number
|
|
0:26:12
|
but a different partitions, so it was actually a different dn.
|
|
0:26:14
|
It wasn´t the Meet Me dn per say, it was just a dn
|
|
0:26:18
|
forwarded in to Unity Connection.
|
|
0:26:22
|
and then it announces that calling party to the conference so
|
|
0:26:25
|
these are just examples of
|
|
0:26:29
|
types of things that could be asked of you and you use
|
|
0:26:32
|
Unity Connection is a tool, eventhough you were´nt
|
|
0:26:34
|
instructed to use it to accomplish the desired outcome.
|
|
0:26:41
|
OK. So we´re here on
|
|
0:26:47
|
we were here on the consumer sales system hunt group,
|
|
0:26:53
|
we swtich over there to make sure that transfer goes to 1001.
|
|
0:26:57
|
So we´re going back to our opening greeting
|
|
0:27:00
|
and back to caller input
|
|
0:27:04
|
and this sends the consumer sales. We´re going to go to dtmf 2
|
|
0:27:10
|
and send to the system call handler of support
|
|
0:27:14
|
but we want the greeting to be played. So we want
|
|
0:27:17
|
directly go to greetings for consumer support.
|
|
0:27:23
|
Go back to caller input, we not want dtmf 3
|
|
0:27:29
|
to go to the system call handler of professional sales.
|
|
0:27:37
|
And this is actually going to do a direct transfer
|
|
0:27:40
|
so we´ll leave attemp transfer.
|
|
0:27:45
|
And then we´re going to go back and finally say dtmf 4
|
|
0:27:50
|
will send to the system call handler for professional support.
|
|
0:27:59
|
And we want the greeting to be played because
|
|
0:28:03
|
it´s going to say enter the pro product ID. So go directly to greetings
|
|
0:28:09
|
and now we´re done with this top level
|
|
0:28:13
|
OK, we´re done with this vertical top level
|
|
0:28:16
|
caller input for opening greeting.
|
|
0:28:20
|
Again in the real lab, you won´t be ask to do anything quite this
|
|
0:28:23
|
involved, it´s not really difficult but just involved.
|
|
0:28:27
|
OK, so let´s go back to our system call handlers and
|
|
0:28:31
|
we need to, we´ve already program consumer sales
|
|
0:28:34
|
to transfer, we need to program consumer support
|
|
0:28:39
|
so consumer support.
|
|
0:28:42
|
Let´s just say that it´s greeting, whatever it says it´s fine
|
|
0:28:47
|
We don´t care ultimately, I mean we would record a message for it
|
|
0:28:51
|
but ultimately we want them to be able to press 1 or 2.
|
|
0:28:55
|
1 goes to consumer widget support.
|
|
0:29:03
|
And option dtmf option 2 goes to consumer wadgets support
|
|
0:29:12
|
Now we would also go to consumer widgets and wadgets
|
|
0:29:16
|
and I guess we could do that real quick.
|
|
0:29:20
|
So let´s go out here to consumer widget support
|
|
0:29:24
|
say edit tranfer rules, alternates enabled.
|
|
0:29:29
|
We will transfer to what? 1002
|
|
0:29:36
|
release the switch. And the system call handler
|
|
0:29:41
|
for consumer wadgets support, edit, trenasfer rules
|
|
0:29:46
|
alternate is saved, enabled.
|
|
0:29:50
|
And we´ll tranfer to, what did we say, 2001
|
|
0:29:54
|
release the switch. OK, so we´re now down through here
|
|
0:30:00
|
professional sales, if we go to system call handlers.
|
|
0:30:04
|
Professional sales is going to have us
|
|
0:30:07
|
and it transfer alternates enabled. We´re going to send to
|
|
0:30:15
|
I don´t know wherever, doesn´t matter.
|
|
0:30:17
|
Let´sa say 1001 as well which is consumer sales
|
|
0:30:22
|
and then if we go back to professional support.
|
|
0:30:27
|
Professional support does have a greeting,
|
|
0:30:33
|
has the alternate greeting, we record the actual alternate greeting
|
|
0:30:38
|
caller input says if they press 1, it goes to.
|
|
0:30:45
|
Actually they have to, they don´t press 1 or 2 anything
|
|
0:30:49
|
they have to enter the product ID, I put 1 and 2 there.
|
|
0:30:53
|
But they have to enter the product ID and actually pressing 555
|
|
0:31:07
|
or 755 is what we´ll actually take them over there.
|
|
0:31:12
|
So we don´t have caller input,
|
|
0:31:16
|
the only caller input is that we´re waiting for additional digits
|
|
0:31:19
|
and they have to dial 555 or 755, essentially know the extension
|
|
0:31:23
|
or the product ID in order to get to the system call handlers.
|
|
0:31:26
|
And then these would transfer out somewhere else.
|
|
0:31:32
|
OK, so we´re pretty much done with our Auto-attendant tree.
|
|
0:31:37
|
Let´s go ahead and test it
|
|
0:31:42
|
Now we remember we didn´t record custom greetings for anything
|
|
0:31:44
|
except for the opening greeting. So that´s the only one we´ll hear that
|
|
0:31:48
|
faint bad recording for all the others
|
|
0:31:50
|
will just basically test the functionality
|
|
0:31:55
|
and or expect to get to the transfer or the greeting for that particular
|
|
0:32:03
|
entity. Alright, so let´s bring up some phones
|
|
0:32:06
|
I don´t think we used Branch2 for anything with this
|
|
0:32:17
|
OK. So I´ve got 2001 and 1001 at least
|
|
0:32:22
|
so I´m going to actually just dial in from the PSTN phone.
|
|
0:32:29
|
And what´s the actual opening greeting
|
|
0:32:34
|
system caller handler extension, it´s nothing.
|
|
0:32:38
|
And we don´t really have a way to get in to
|
|
0:32:40
|
Unity Connection in general, so we need to create something back
|
|
0:32:45
|
in CUCM, some sort of way
|
|
0:32:49
|
that callers will get there, so let´s create, let´s say
|
|
0:32:52
|
a translation pattern, yes, translation pattern is fine.
|
|
0:33:00
|
Let´s just create a translation pattern that is
|
|
0:33:03
|
let´s say 1, actually let´s say
|
|
0:33:09
|
1 or 2 000 and the none partition
|
|
0:33:16
|
and the Calling Search Space is, I dont know US phones
|
|
0:33:22
|
and the
|
|
0:33:25
|
called party is 1850, I believe is what we use for our pilot point
|
|
0:33:33
|
So we´re just basically saying of anyone calls 1000 or 2000
|
|
0:33:38
|
which the inbound gateways from the PSTN
|
|
0:33:42
|
are trunkating to the foremost significant digits
|
|
0:33:46
|
if they call either those DIDs, we will translate
|
|
0:33:50
|
that number to 1850 and they´ll be basically routed not forwarded.
|
|
0:33:54
|
Translation pattern is not a forward but transparently routed to voicemail
|
|
0:34:00
|
and unless their color ID matches with extension or alternate extension
|
|
0:34:04
|
to attempt sign in, then they will
|
|
0:34:09
|
automatically go to the opening greeting
|
|
0:34:13
|
OK, so I´m going to call
|
|
0:34:17
|
let´s say 206 501 1000.
|
|
0:34:23
|
Welcome to XYZ company, I didn´t come up with a company name
|
|
0:34:30
|
For consumers sale press 1. So let´s just try consumer sales
|
|
0:34:36
|
wait while I transfer your call
|
|
0:34:45
|
OK, we´ll we got wait while I transfer your call
|
|
0:34:49
|
and it´s taking a little while, but the call is
|
|
0:34:52
|
coming in from the PSTN phone on 1001.
|
|
0:34:58
|
So we´ll go live on the call and
|
|
0:35:01
|
the Auto-attendant worked, we press 1
|
|
0:35:04
|
It took to me to the consumer sales system call handler
|
|
0:35:07
|
to the attempt transfer and attempt transfer, transfer to 1001.
|
|
0:35:12
|
So what if we press 2, will we get 2 other greetings
|
|
0:35:16
|
this one for consumer widgets support and one for consumer wadgets.
|
|
0:35:20
|
Let´s try the call again from the PSTN phone.
|
|
0:35:26
|
So we´ll press 2
|
|
0:35:30
|
Sorry, consumer support is not available
|
|
0:35:34
|
report your message at the tone when you are finish
|
|
0:35:37
|
Now we didn´t do anything for consumer support, we didn´t actually go and
|
|
0:35:41
|
well, did we tell it to transfer? Let´s see
|
|
0:35:47
|
Consumer support
|
|
0:35:53
|
transfer rules, I thought we did
|
|
0:35:57
|
alternate
|
|
0:36:00
|
and we certainly didn´t there. Did I in the standard
|
|
0:36:05
|
No.
|
|
0:36:07
|
So, we miss one, no porblem
|
|
0:36:12
|
We wanted to go to 1002
|
|
0:36:17
|
OK, so let´s try this call in from the PSTN again
|
|
0:36:26
|
Press 2, sorry consumer support is not available
|
|
0:36:30
|
report your message at the tone, when you are finish
|
|
0:36:33
|
hand up or press # for more option.
|
|
0:36:38
|
No. OK, so let´s go back and check our
|
|
0:36:41
|
system call handler handler for opening greeting.
|
|
0:36:46
|
And specifically the caller input for option 2
|
|
0:36:51
|
and we send it directly to the greetings for consumer support.
|
|
0:36:55
|
you know what, that was because we wanted it to
|
|
0:36:59
|
we wanted them to have the option to press 1 or 2.
|
|
0:37:03
|
That´s right, so the greeting that´s the default
|
|
0:37:06
|
greeting right now, sorry consumer support is unavailable.
|
|
0:37:08
|
We would have replace with press 1 or press 2, so let´s do that in
|
|
0:37:12
|
know that we need to press 1 or press 2 and just press 1 or press 2.
|
|
0:37:17
|
So dial back in to the main opening greeting
|
|
0:37:20
|
Press 2
|
|
0:37:24
|
Sorry consumer support is not available, and now we press 1.
|
|
0:37:30
|
Wait while I transfer your call.
|
|
0:37:33
|
So now I press 1,
|
|
0:37:36
|
and ti should be transferring to 1002.
|
|
0:37:39
|
And it takes a second or two for this to accomplish
|
|
0:37:43
|
and although I don´t have 1002 brought up as a
|
|
0:37:45
|
remote controlled phone at the moment, that is the phone that´s ringing.
|
|
0:37:48
|
Let´s try it again and press 2 the second time, so
|
|
0:37:53
|
the first time we´ll press 2 here
|
|
0:37:58
|
and then the second for consumer support.
|
|
0:38:02
|
We´ll press 2 as well
|
|
0:38:06
|
Wait while I transfer your call. And this should record
|
|
0:38:09
|
forward to, I believe Benjamin Linus
|
|
0:38:19
|
and there it is, the call is ringing in
|
|
0:38:25
|
So looks like everything so far, we could go ahead and test 3
|
|
0:38:29
|
I´m not going to. I´ll just go ahead and test option 4
|
|
0:38:32
|
so that we can then try one of these two, so
|
|
0:38:36
|
let´s go ahead and dial in one more time
|
|
0:38:40
|
and at the first prompt, we´ll press 4
|
|
0:38:46
|
and now we´ll dial 555
|
|
0:38:53
|
Sorry pro widget support.
|
|
0:38:56
|
And now we reach pro widget support.
|
|
0:38:58
|
What if I dialed 755?
|
|
0:39:02
|
Sorry pro widget support.
|
|
0:39:05
|
So dialing 755 even from within pro widgets
|
|
0:39:09
|
Actually, I could dial it from anywhere on the system
|
|
0:39:12
|
So that´s kind of a shortcut for my prossional users, is they don´t
|
|
0:39:15
|
really have to press 4 and then enter that, they can enter
|
|
0:39:19
|
555 or 755 at anytime.
|
|
0:39:24
|
As long as it´s within the 1.5 millisecond
|
|
0:39:28
|
interdigit time or if I increase that
|
|
0:39:33
|
OK, so hopefully this has been helpful in understanding how
|
|
0:39:35
|
to create Auto-attendants and what we would
|
|
0:39:39
|
be faced with doing if that was what we were
|
|
0:39:42
|
instructed to do is create a sort of Auto-attendant and again
|
|
0:39:45
|
they would probably have you create something small.
|
|
0:39:49
|
But they might mix
|
|
0:39:52
|
you know, throw in the mix one does a attempt transfer
|
|
0:39:55
|
and one does a greeting, and maybe there´s another sub
|
|
0:40:00
|
caller input under that, sub dtmf digit where
|
|
0:40:03
|
the it does attemot transfer, something like that.
|
|
0:40:09
|
OK?
|
|
0:40:11
|
So that´s a little bit about system call handlers
|
|
0:40:13
|
obviously, we don´t have quite as many options here
|
|
0:40:16
|
if we did take a message with a system call handler.
|
|
0:40:21
|
and we can take messages, we just have
|
|
0:40:24
|
to send that message to either a user
|
|
0:40:28
|
on the system or to a distribution list , here are distribution list.
|
|
0:40:37
|
So for our distribution list, we could create one
|
|
0:40:41
|
or we could use any that already exist.
|
|
0:40:44
|
We could create one called Ben, Jack
|
|
0:40:50
|
who´s the other person? Let´s see, Ben, Jack and Hugo.
|
|
0:40:55
|
Actually, that would be the list, that´s fine.
|
|
0:41:02
|
Save.
|
|
0:41:05
|
Do you want to allow contacts
|
|
0:41:09
|
edit, who are the distribution list members. Let´s just do a find
|
|
0:41:18
|
sorry, this is find within the distribution
|
|
0:41:21
|
list that already exist. So if I have a router large one
|
|
0:41:24
|
and I can add the user Ben, Hugo and Jack, add selected.
|
|
0:41:30
|
Close and now this appear
|
|
0:41:35
|
and so if I am back at system call handler and let´s say
|
|
0:41:41
|
I don´t know, consumer support isn´t available and we actually have a
|
|
0:41:45
|
close greeting just in case they´re not available for instance
|
|
0:41:49
|
then the message that could be taken.
|
|
0:41:52
|
So greetings would say a close greeting was enabled
|
|
0:41:55
|
let´s just do that real quick, close greeting
|
|
0:41:59
|
and the close grreting played the message
|
|
0:42:01
|
saying we´re so sorry that we´re close.
|
|
0:42:05
|
After greeting call action is to take a message
|
|
0:42:08
|
we go up to message settings,we take the message
|
|
0:42:12
|
and we sent it to the disctribution list of Ben, Jack and Hugo.
|
|
0:42:18
|
And then we send to the call handler of goodbye
|
|
0:42:22
|
or we could simply hang up. The reason that it
|
|
0:42:24
|
sends to the call handler of goodbye by default
|
|
0:42:28
|
is that the system call handler for goodbye
|
|
0:42:34
|
has a greeting, the standard greeting,
|
|
0:42:39
|
the personal greeting is goodbye.
|
|
0:42:42
|
So instead of simply hanging up on someone
|
|
0:42:46
|
it plays a greeting called goodbye and then it hangs up
|
|
0:42:51
|
So it´s just a politer way, but it´s just
|
|
0:42:53
|
using another entity in the system, a system
|
|
0:42:57
|
call handler in order to accomplish that functionality.
|
|
0:43:01
|
If during my initial opening greeting, I had said press 9
|
|
0:43:06
|
to hear a directory
|
|
0:43:10
|
then I would do a caller input for dtmf 9
|
|
0:43:14
|
and I would send it to a directory handler.
|
|
0:43:18
|
I could use the system or create my own
|
|
0:43:21
|
doesn´t matter what the extension is because
|
|
0:43:23
|
I would have pointed it directly to a directory handler.
|
|
0:43:27
|
I can make it voice enabled. I can let them have their ability to search
|
|
0:43:34
|
based on the entire server, based on users with a certain
|
|
0:43:37
|
class of service, based on users with a certain public
|
|
0:43:40
|
distrubution list or only in a search space,
|
|
0:43:43
|
based on last name then first name, first name then last name.
|
|
0:43:49
|
All of this information, I can choose
|
|
0:43:52
|
and maximum number of names to match and playback
|
|
0:43:56
|
as possible results, maybe I only wanted to playback
|
|
0:43:58
|
4 at a time or maybe I want it to be 10.
|
|
0:44:02
|
But I can use all of these different things
|
|
0:44:05
|
and create multiple different directory handlers to
|
|
0:44:08
|
compartmentalize, maybe different directories
|
|
0:44:12
|
a directory for sales, a directory for support
|
|
0:44:14
|
at some point voicemail and IVR systems become very
|
|
0:44:18
|
burdensome and cumbersome for the calling party
|
|
0:44:21
|
but that´s not really the point, that´s real world implementation
|
|
0:44:25
|
design and consulting in the lab, all work concern with is
|
|
0:44:30
|
What were we told to do and how can I accomplish it?
|
|
0:44:33
|
So we can do all these different things for directory handlers
|
|
0:44:36
|
and I would go to the system call handler for opening greeting.
|
|
0:44:42
|
Go to caller input, go to dtmf 9
|
|
0:44:47
|
and say send to the directory handler, save.
|
|
0:44:51
|
So now if I look at caller input, options 1, 2, 3, and 4,
|
|
0:44:55
|
send me those places, option 9 or dtmf 9 is locked.
|
|
0:45:02
|
Actually, let´s go back and see with it being lock,
|
|
0:45:07
|
it doesn´t mean that we ignore the input of 9.
|
|
0:45:11
|
It just means we ignore additional input so.
|
|
0:45:15
|
Essentially, what this means, is that
|
|
0:45:17
|
Eventhough, 1, 2, 3 and 4 go somewhere because we wait
|
|
0:45:23
|
1500 milliseconds for additional digits, if someone dialed 1001.
|
|
0:45:29
|
It would, as long as they dialed each digit within
|
|
0:45:33
|
the 1500 or 1.5 millisecond interdigit timeout, it would still go there.
|
|
0:45:38
|
If we had an extension of 9000 or even
|
|
0:45:42
|
the ability to call out of the system with 9
|
|
0:45:44
|
which by default our outdial and transfer rules
|
|
0:45:49
|
going to block anyhow, but if they didn´t block that,
|
|
0:45:52
|
we change those, then we could lock it by
|
|
0:45:56
|
locking additional input, users could still
|
|
0:45:59
|
dial 9 but they wouldn´t be able to dial anything additional.
|
|
0:46:08
|
We´ve got a lot of different features here
|
|
0:46:10
|
things called custom keypad mappings where I can choose
|
|
0:46:14
|
a given custom keypad mapping and I can essentially say that
|
|
0:46:21
|
you know, by default from the main menu
|
|
0:46:25
|
1 is to hear new messages, maybe I´m inside of a message
|
|
0:46:30
|
and I can always press 3 to delete, but maybe I want it to look
|
|
0:46:33
|
or feel like an octel voicemail system
|
|
0:46:37
|
and so I´m told to, I believe octel was 7 for delete
|
|
0:46:42
|
First of all, I probably create a custom one
|
|
0:46:45
|
I probably wouldn´t modify this original one
|
|
0:46:49
|
and then I would say and then I would
|
|
0:46:52
|
call that from what´s called a conversation.
|
|
0:46:57
|
OK, if you actually go back and take a look at
|
|
0:47:01
|
they say that they are conversations and the conversation name
|
|
0:47:05
|
is custom keypad mapping 1, 2 and 3.
|
|
0:47:10
|
So them maybe when I´m in a user
|
|
0:47:15
|
let´s say blinus
|
|
0:47:26
|
Let´s say, is it in
|
|
0:47:33
|
see is it phone menu.
|
|
0:47:36
|
There we go, the touch tone conversation
|
|
0:47:38
|
is the classic conversation, but I can change it to the custom
|
|
0:47:42
|
keypad mapping 1, 2, or 3 or something else that I had created.
|
|
0:47:47
|
OK, so there´s a lot of different
|
|
0:47:51
|
things I can do in terms of changing the functionality of what is delete.
|
|
0:47:56
|
Now we´ll play to the user it would say
|
|
0:47:59
|
for delete press 7, it´s not just going to change
|
|
0:48:01
|
the mapping without telling them, that´s part of the
|
|
0:48:05
|
appropriately named conversation so
|
|
0:48:08
|
this is not just when I was down here under custom keypad mapping
|
|
0:48:13
|
and I was under keypad mapping 1 specifically while I was in
|
|
0:48:19
|
inside of the message body, so listening to the message.
|
|
0:48:23
|
It doesn´t just change delete to 7, but it actually
|
|
0:48:28
|
this is part of the conversation, this is what it is telling them
|
|
0:48:34
|
assuming that I voice in help so option voice in help, so at the end
|
|
0:48:38
|
if I haven´t press anything during
|
|
0:48:41
|
the message body being played at the end it´s going to say
|
|
0:48:46
|
you know for, to delete press 3.
|
|
0:48:51
|
To keep to a new message press 1
|
|
0:48:53
|
to mark the message save, press 2, etcetera
|
|
0:49:00
|
I also have other things, I could choose not to
|
|
0:49:03
|
have an option verse in help, I can create custom things like
|
|
0:49:09
|
hash hash or skip message save as is, there´s a lot of functionality here
|
|
0:49:14
|
you can clearly say, here´s the after message,
|
|
0:49:18
|
this is actually when I typically hear
|
|
0:49:20
|
this actually says option voice in menu, message
|
|
0:49:24
|
body said option voice in help, so if I press the key for help
|
|
0:49:28
|
the it will play this after mesages when
|
|
0:49:31
|
the custom when I would delete, but a lot of times I want to press
|
|
0:49:35
|
7 to delete in the middle of a message.
|
|
0:49:38
|
So there are lot of options here, you can clearly see
|
|
0:49:42
|
that I have so much functionality that it would be
|
|
0:49:47
|
virtually impossible the side from reading
|
|
0:49:50
|
to you the entire administration guide or
|
|
0:49:53
|
walking you through the entire administration guide which
|
|
0:49:56
|
for Unity Connection goes over every single one of these settings.
|
|
0:50:01
|
And of course help for this page is that
|
|
0:50:06
|
Unity Connection administrationg uide or interface reference
|
|
0:50:11
|
and it will tell you what every single thing will do
|
|
0:50:13
|
if you´re in the lab and you can´t remember something,
|
|
0:50:16
|
you might want to, not neccessarily go, well actually you could go here
|
|
0:50:20
|
you know what´s a nice thing, is that you have the ablity to search here.
|
|
0:50:23
|
inside here and look at the interface reference guide
|
|
0:50:26
|
the system administration guide and you can search through
|
|
0:50:29
|
all available books, this is actually
|
|
0:50:32
|
maybe even more useful than going to the website.
|
|
0:50:35
|
The documentation website because the documentation website will
|
|
0:50:38
|
let you look at each of these and look at each of these as
|
|
0:50:42
|
pdfs and you can do a Ctrl F in each one of them, but here
|
|
0:50:47
|
and this is on the server itself, right the help or all of these admin
|
|
0:50:51
|
books or on the server itself and they´re specific to
|
|
0:50:55
|
already specific to th version that you´re using
|
|
0:50:58
|
versus trying to have to find, is it version 9 or 8
|
|
0:51:02
|
or 8 or 7, is it 701, 700
|
|
0:51:06
|
doesn´t matter which admin guide I look in.
|
|
0:51:09
|
This is already specific, it allow you to search through everything
|
|
0:51:12
|
and I could say, you know, key mapping
|
|
0:51:17
|
for instance, and it will search through
|
|
0:51:20
|
and this is the same thing on CUCM, if I do help fot his page.
|
|
0:51:33
|
Once it loads, if I do search
|
|
0:51:39
|
I have the administartion guide, system guide
|
|
0:51:42
|
choose and services guide, where I find a lot of the URLs
|
|
0:51:47
|
and maybe I say mobile voice access
|
|
0:51:53
|
because I want to find the URL for mobile voice access.
|
|
0:51:57
|
So here we´ve got key mapping, edit custom keypad mapping.
|
|
0:52:03
|
Also talks about phone menu and user templates phone menu
|
|
0:52:07
|
and it´s going to tell me everything that I could want to do.
|
|
0:52:11
|
Sent over here on CUCM mobile voice access
|
|
0:52:14
|
configuration, this is in the admin guide.
|
|
0:52:16
|
I might want to look at the features and services guide
|
|
0:52:20
|
because I might want to know about the service parameter or
|
|
0:52:24
|
what´s the h323 gateway configuration?
|
|
0:52:28
|
Which is actually where, if I look at this
|
|
0:52:32
|
I will find not only how to do it but what
|
|
0:52:35
|
the URL is for the VXML service.
|
|
0:52:39
|
Don´t negate or be little help for this page
|
|
0:52:43
|
and specifically the search because it´s on server
|
|
0:52:49
|
and I guess one other thing, don´t negate that in your own
|
|
0:52:53
|
self studies, but don´t negate it in the real lab.
|
|
0:52:56
|
If you use this in your self studies and you become fast
|
|
0:53:00
|
one of the things to keep in mind is that
|
|
0:53:01
|
even if for some reason the actual
|
|
0:53:06
|
the actual Cisco website documentation website, I should say
|
|
0:53:11
|
was down maybe the
|
|
0:53:16
|
The content series switch that blocks you from getting
|
|
0:53:19
|
anywhere outside the document website just for the CCI candidates.
|
|
0:53:25
|
took a hit, took a meltdown and didn´t work anymore.
|
|
0:53:29
|
You still have access to all the documentation for
|
|
0:53:32
|
all the servers and the abillity to search on it so
|
|
0:53:35
|
don´t forget, but there´s obviously so much that wa can look at in here.
|
|
0:53:40
|
There are service parameters and enterprise parameters
|
|
0:53:42
|
you know I mentioned one of them earlier being the
|
|
0:53:46
|
ability to route calls
|
|
0:53:51
|
or forward to a given mailbox based on
|
|
0:53:53
|
last redirecting versus first redirecting number.
|
|
0:54:00
|
We have a question.
|
|
0:54:04
|
So the question is how many different Auto-attendant
|
|
0:54:07
|
applications can we configure on queue and Unity Connection.
|
|
0:54:12
|
For Unity Express in this version, we can configure.
|
|
0:54:16
|
We could have multiple scripts, but we really can only have one
|
|
0:54:20
|
Auto-attendant application. For Unity Connection,
|
|
0:54:24
|
we can have as many as we want, it´s just system call handlers
|
|
0:54:29
|
and so if I have a different system call handler
|
|
0:54:34
|
for each, we show the calls coming in to
|
|
0:54:39
|
Unity Connection and going to the system call handler
|
|
0:54:41
|
simply because we forwarded them all from
|
|
0:54:46
|
CUCM
|
|
0:54:49
|
basically anything that hit 1 or 2000 series numbers
|
|
0:54:52
|
or not actually the dns of 1000 or 2000.
|
|
0:55:00
|
They specifically just translated in to the pilot point
|
|
0:55:04
|
but another thing we could do, is we could just create a generic dn
|
|
0:55:08
|
and let´s say this dn is the dn of
|
|
0:55:13
|
1200 and that is a
|
|
0:55:17
|
another Auto-attendant that we want to consider using
|
|
0:55:22
|
let´s say in the internal dns partition
|
|
0:55:26
|
and it forwards all to 1850. The reason why we´re using
|
|
0:55:31
|
the dn, actually it forwards all the voicemail
|
|
0:55:35
|
which is 1850 with the CSS and the reason
|
|
0:55:38
|
are using the dn, is that a tranlation pattern is in a forward
|
|
0:55:42
|
is just a transparent translation, but here
|
|
0:55:46
|
we´re forwarding from the dn of 1200, that way in
|
|
0:55:49
|
Unity Connection, we can create a new system call handler
|
|
0:55:55
|
called Auto-attendant menu 2 and the extension is 1200.
|
|
0:56:03
|
So now if I were to dial from anyone of these phones
|
|
0:56:10
|
1200
|
|
0:56:18
|
If you could hear that, if my mic picked it up
|
|
0:56:21
|
it´s said sorry, AA menu 2 is not available.
|
|
0:56:25
|
So it took and it forwarded from the dn of 1200
|
|
0:56:29
|
to voicemail Unity Connection saw as a forward
|
|
0:56:33
|
and it tried to match an extention for that forward, it found one
|
|
0:56:38
|
the extension was 1200 and it did a text to speech to read
|
|
0:56:42
|
AA menu 2, is kind of how it sounded, little robotic
|
|
0:56:46
|
but we can create as many Auto-attendants as we want
|
|
0:56:49
|
as many as we can create, thousand and thousands on Unity Connection.
|
|
0:57:00
|
Any other questions on Unity Connection?
|
|
0:57:04
|
You know another thing that we could look at
|
|
0:57:06
|
just real quick I mentioned we would is
|
|
0:57:09
|
modifying one of these call routing rules
|
|
0:57:14
|
So let´s say, let´s not give the extension
|
|
0:57:16
|
1200 here, let´s save this. So we still have AA menu 2,
|
|
0:57:21
|
but it doesn´t have the extension, so we´ll try to dial in
|
|
0:57:24
|
again here real quick, this time I´ll use this because the mic
|
|
0:57:28
|
speaker´s a little closer
|
|
0:57:32
|
Welcome to XYZ company.
|
|
0:57:36
|
OK, so we got the opening greeting and that custom greeting
|
|
0:57:40
|
that I had recorded. Why didn´t we get the,
|
|
0:57:44
|
AA greeting or AA menu 2 because I took off the extension
|
|
0:57:48
|
So it tried to match something, but it couldn´t
|
|
0:57:51
|
So now we´re going to create a forwarded routing
|
|
0:57:54
|
rule, it still use the same directory number forward here.
|
|
0:57:57
|
It was just that 1200 didn´t match anything any longer.
|
|
0:58:00
|
So now we´re going to say, let´s create a new
|
|
0:58:04
|
forward called AA menu 2,
|
|
0:58:08
|
and this is probably not how we would do this
|
|
0:58:11
|
we would probably typically do this by, the way that we´re showing
|
|
0:58:16
|
or the way that we originally showed with the extension
|
|
0:58:19
|
of 1200 for that second
|
|
0:58:23
|
system call handler
|
|
0:58:26
|
but we´re going to create this call forward routing rule
|
|
0:58:28
|
and we´re going to say that we ultimately want it to get to
|
|
0:58:34
|
the call handler of AA menu 2 and we want to go directly to the greeting.
|
|
0:58:40
|
OK.
|
|
0:58:42
|
But we have to create some conditions define for the rules so
|
|
0:58:47
|
if we don´t, all calls will be match it says.
|
|
0:58:50
|
So the conditions are, if the forwarding number
|
|
0:58:57
|
equals 1200
|
|
0:59:01
|
So if the forwarding station, we´ll go back to
|
|
0:59:04
|
edit the actual routing rule, if the forwarding station equals 1200
|
|
0:59:09
|
then send it to the AA menu, so let´s save this and let´s test it
|
|
0:59:18
|
Sorry AA menu 2
|
|
0:59:22
|
OK, so you could hear the text to speech reading
|
|
0:59:25
|
saying that AA menu 2 is not available
|
|
0:59:27
|
that´s because of this call forward routing rule
|
|
0:59:30
|
so if I look at forwarding routing rules, this one´s on top
|
|
0:59:33
|
and I can change the order, I can say that this one should be
|
|
0:59:38
|
underneath attempt forward
|
|
0:59:41
|
In this case it doesn´t really matter where I put it
|
|
0:59:44
|
well actually it would matter if I put it below
|
|
0:59:46
|
opening greeting, but that one´s always the bottom
|
|
0:59:49
|
It´s not going to let me because it´s basically the cache all net
|
|
0:59:51
|
if didn´t match anything else, it should go to opening greeting.
|
|
0:59:56
|
But I just mean that it doesn´t matter whether
|
|
0:59:58
|
I put it above or below attempt forward.
|
|
1:00:02
|
OK, so these are the ways that we can use
|
|
1:00:04
|
direct, first of all we just need to know is the call
|
|
1:00:08
|
being forwarded or is it just going direct
|
|
1:00:10
|
and then we can create rules within those rules sets to
|
|
1:00:16
|
determine what happens to our calls.
|
|
1:00:19
|
|
