System Administration Guide for Cisco Unity Connection Release 15 - Call Management

Publisher

Cisco Systems

URL

https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html

Published

2025-12-12

Updated

unknown

Accessed

2026-09-23

HTTP status

200

License

Cisco documentation; all rights reserved; no-redistribution; short excerpts and locators only

Source notes citing this source

• Unity Connection system call handlers answer calls and take messages, provide menus, route calls to users and other call handlers, and play audiotext. in context
• Unity Connection call handlers support seven greeting types: standard, closed, holiday, internal, busy, alternate and error. in context
• When a holiday is in effect, Unity Connection plays holiday greetings if enabled and applies closed-hours transfer rules. in context
• Unity Connection interview handlers play a series of recorded questions and record the caller's answers. in context
• Unity Connection interview handlers have no direct counterpart among Webex Calling auto attendant key actions, so they are likely to need redesign rather than automatic migration. inferred in context
• Each Unity Connection call handler has three transfer rules: standard (standard hours), closed (nonbusiness and holiday hours) and alternate, which when enabled overrides the other two at all times. in context
• When the Alternate transfer rule is enabled, it overrides the Standard and Closed transfer rules and is in effect at all times. in context
• The Closed transfer rule applies during the closed hours of the active schedule, which include both nonbusiness hours and holiday hours. in context
• Unity Connection has three default system call handlers, Opening Greeting, Operator and Goodbye, which can be edited but not deleted. in context
• The Error greeting of a call handler cannot be disabled. in context
• The default Goodbye call handler plays a short goodbye message and then hangs up if the caller gives no input. in context
• When more than one greeting is enabled, precedence from highest to lowest is Alternate, Busy, Internal, Holiday, Closed, Standard. The Error greeting plays only when a caller enters an invalid digit. in context
• A Unity Connection call handler can have up to seven greetings: Standard, Closed, Holiday, Internal, Busy, Alternate and Error. in context
• While a holiday schedule is in effect, Unity Connection plays only the Holiday greeting (if it is enabled) and uses the closed-hours transfer rules. in context
• Caller input settings, including whether a greeting allows caller input and whether callers can transfer, are set separately for each greeting on its Edit Greeting page. in context
• The Opening Greeting rule is always the last entry in both the direct and the forwarded routing tables. in context
• By default, calls go to the Operator call handler when callers press 0 or press no key. in context
• Call routing rules are evaluated in order, and a call is routed by the first rule whose conditions all match. in context
• Unity Connection has two call routing tables: direct rules for calls dialled directly to Unity Connection and forwarded rules for calls forwarded from an extension. in context
• The Standard greeting of a call handler cannot be disabled. in context
• Changing a call handler template affects only call handlers created from it afterwards. Existing call handlers keep the settings they were created with. in context
• Each Unity Connection call handler has three transfer rules: Standard, Closed and Alternate. in context
• In Cisco Unity Connection Administration, several system call handlers can be edited at once by selecting their check boxes and choosing Bulk Edit. in context
• Unity Connection identifies a caller as a user by matching the calling number against primary and alternate extensions only within the call's initial search scope; an extension in a partition outside that search space is not identified as the user. in context
• The predefined direct routing rule Attempt Sign-In routes calls identified as coming from users to the sign-in conversation. in context
• Calls forwarded to Unity Connection are handled by the forwarded routing table, whose predefined Attempt Forward rule sends calls from user extensions to the user's greeting rather than to sign-in. in context
• If the calling number delivered to Unity Connection differs in format from the configured alternate extension (for example +E.164 versus a national number), the caller is probably not identified and falls through to the Opening Greeting instead of sign-in. inferred in context
• The predefined Opening Greeting rule is always the last entry in both the direct and forwarded routing tables and sends unidentified callers to the Opening Greeting call handler. in context
• If a user's extension overlaps an extension in another partition in the same search space, Unity Connection identifies the call as coming from the first object found in the search space's partition order. in context
• Predefined routing rules cannot be deleted, but Attempt Sign-In can be reordered relative to custom rules added to the direct table, so a custom rule placed above it can intercept user calls. in context
• Routing rules are evaluated top to bottom and the first rule whose conditions all match routes the call; a condition field left blank matches everything. in context

Cite this source record

APA

WarmTransfer. (2025, December 12). System Administration Guide for Cisco Unity Connection Release 15 - Call Management. WarmTransfer. https://warmtransfer.net/knowledge/sources/cisco-cuc15-sag-call-management

BibTeX

@misc{warmtransfer-cisco-cuc15-sag-call-management,
  title  = {System Administration Guide for Cisco Unity Connection Release 15 - Call Management},
  author = {{WarmTransfer}},
  year   = {2025},
  url    = {https://warmtransfer.net/knowledge/sources/cisco-cuc15-sag-call-management},
  note   = {Cisco Systems, accessed 2026-09-23}
}