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CCNA Voice Portable Command Guide: Cisco Unity Connection and Cisco Unified Presence

Configuring Call Handlers in Cisco Unity Connection

A call handler can serve multiple functions in Cisco Unity Connection. A call handler can answer calls, take messages, be part of an auto-attendant, play a recorded announcement, and transfer calls to users or other call handlers.

In this example, you create a call handler with which a user can press 0 to go to the operator and press 9 for the directory.

  1. Using a web browser, open, and enter the Application username and password.
  2. Choose Call Management > System Call Handlers. Click the Add New button.
  3. Enter Main_Menu_CH in the Display Name field.

  4. Type 5000 in the Extension field, and click the Save button.
  5. Select NewYork_PT for the Partition, and click the Play/Record button to record the Main Menu. Click the Save button. (See Figure 7-23.)
    Figure 7-23

    Figure 7-23. Record the Main Menu

  6. Choose Edit > Caller Input. (See Figure 7-24.)
    Figure 7-24

    Figure 7-24. Edit the Caller Menu Options

  7. Select the 0 key. (See Figure 7-25.)
    Figure 7-25

    Figure 7-25. Change the Options for “0”

  8. Select the radio button next to Call Handler, and select Operator from the menu. When users dial 0 from the menu, they will be connected to the operator. Attempt transfer means that the system will transfer the call to the operator’s phone. If you choose Go Directly to Greetings, the operator will not have a chance to answer the call, and the operator’s greeting starts playing.
  9. Click the Save button. (See Figure 7-26.)
    Figure 7-26

    Figure 7-26. Transfer to the Operator Call Handler

  10. Choose Edit > Caller Input. Select the 9 key. This is the Directory Key.
  11. Select the radio button next to Directory Handler, and select System Directory Handler. Then click the Save button.
  12. Choose Edit > Greetings. There are multiple greetings available. (See Figure 7-27.)
    Figure 7-27

    Figure 7-27. Greetings

    Table 7-4 provides details about how the greetings are used and what greetings override other greetings.

    Table 7-4 Greeting Descriptions

    Greeting Type

    Greeting Override?



    Overrides all other greetings

    Useful for special situations like out of office for an extended period of time.


    Overrides standard, internal, closed, and holiday greetings

    Plays when the target’s extension is busy.



    Plays when a caller enters invalid digits in a call handler/mailbox.


    Overrides standard, closed, and holiday greetings

    This greeting is for internal callers and tends to be more informal or adds information that only internal callers need to know like, “I am in the Sales Meeting in Room 1776 today.”


    Overrides standard greeting

    Plays when the business is closed according to the active schedule.



    Plays when not overridden by another greeting.


    Overrides the standard and closed greeting

    Plays when the business is closed for a holiday as specified in the active schedule’s holiday dates.

  13. Select the Standard greeting, and record a message for callers indicating that they can dial 0 for the operator or 9 for the directory. Click the Save button.
  14. Choose Edit > Message Settings. Uncheck Callers Can Edit Messages, and change the Message Recipient to User with Mailbox. Then select user5. Click the Save button. (See Figure 7-28.)
    Figure 7-28

    Figure 7-28. Save Call Handler Message Settings

  15. Choose the owner of the call handler to administer the greetings and other settings. Choose Edit > Call Handler Owners, and click the Add User button. A new window opens with the users available to be the call handler owner. Check jsmith and click Add Selected User. Then click the Close button. (See Figure 7-29.)
    Figure 7-29

    Figure 7-29. Add Selected User

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