# Unity Connection call handler configuration and how to obtain it Canonical: https://warmtransfer.net/knowledge/unity-connection-call-handler-config Last verified: 2026-09-24 Cisco Unity Connection call management uses 3 kinds of handler: system call handlers, directory handlers and interview handlers[^39]. A call handler can have up to 7 greetings and 3 transfer rules[^43][^55], and its settings can be read through CUPI, backed up with COBRAS, or written to CSV by Call Handler Data Dump[^24][^20][^61]. ## Default handlers and templates Unity Connection has 3 default system call handlers, Opening Greeting, Operator and Goodbye, which can be edited but not deleted[^35]. By default, calls go to the Operator call handler when callers press 0 or press no key[^48]. The default Goodbye call handler plays a short goodbye message and then hangs up if the caller gives no input[^41]. Changing a call handler template affects only call handlers created from it afterwards, and existing call handlers keep the settings they were created with[^53]. In Cisco Unity Connection Administration, several system call handlers can be edited at once by selecting their check boxes and choosing Bulk Edit[^56]. ## Greetings and caller input A Unity Connection call handler can have up to 7 greetings: Standard, Closed, Holiday, Internal, Busy, Alternate and Error[^43]. When more than 1 greeting is enabled, precedence from highest to lowest is Alternate, Busy, Internal, Holiday, Closed, Standard[^42]. The Error greeting plays only when a caller enters an invalid digit[^42]. Neither the Standard greeting nor the Error greeting can be disabled[^51][^40]. 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[^45]. ## Transfer rules and schedules Each Unity Connection call handler has 3 transfer rules: Standard, Closed and Alternate[^55]. The Closed transfer rule applies during the closed hours of the active schedule, which include both nonbusiness hours and holiday hours[^12]. When the Alternate transfer rule is enabled, it overrides the Standard and Closed transfer rules and is in effect at all times[^1]. 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[^44]. ## Call routing rules Unity Connection has 2 call routing tables: direct rules for calls dialled directly to Unity Connection and forwarded rules for calls forwarded from an extension[^50]. Call routing rules are evaluated in order, and a call is routed by the first rule whose conditions all match[^49]. The Opening Greeting rule is always the last entry in both the direct and the forwarded routing tables[^47]. ## Obtaining configuration through CUPI CUPI lists all call handlers on a Unity Connection system with `GET /vmrest/handlers/callhandlers` and reads or updates a single handler at `/vmrest/handlers/callhandlers/{objectid}`[^24]. A call handler's greetings, transfer options and menu entries are separate subresources under `/greetings`, `/transferoptions` and `/menuentries`[^31]. A CUPI call handler record links to its schedule through ScheduleSetObjectId[^30]. CUPI names a call handler's 3 transfer options Standard, Off Hours and Alternate[^26]. We infer that the CUPI transfer option named Off Hours corresponds to the Closed transfer rule shown in Cisco Unity Connection Administration[^46]. - CUPI records whether a greeting or transfer option is enabled with a TimeExpires date rather than an on/off flag: null or a future date means enabled, and a past date means disabled[^33]. - In CUPI transfer options, TransferType 0 is an unsupervised (release to switch) transfer and TransferType 1 is a supervised transfer[^34]. - CUPI menu entry Action values include 0 ignore, 1 hang up, 2 transfer to a conversation, 4 take message, 5 skip greeting, 6 restart greeting, 7 transfer to alternate contact number and 8 route from next call routing rule[^25]. - CUPI routes to another object with a target conversation (such as PHTransfer to transfer to a call handler, PHGreeting to go straight to its greeting, PHInterview or AD) plus a target handler object ID[^32]. - From Unity Connection 8.5, CUPI returns a call handler greeting's recording as WAV audio at `/greetings/{type}/greetingstreamfiles/{languageid}/audio`[^23]. CUPI exposes call routing rules at `/vmrest/routingrules` with conditions at `/routingruleconditions`, and the rule Type field is 1 for direct, 2 for forwarded and 3 for both[^28]. A routing rule created through CUPI cannot be given a RuleIndex: it is created at RuleIndex 0, and every other rule's RuleIndex goes up by 1[^29]. Cisco recommends running CUPI provisioning only on the publisher in active-active mode, or on the acting-primary subscriber during cluster failover[^27]. ## Obtaining configuration through COBRAS COBRAS backs up user, call handler, interview handler, public distribution list, schedule and routing rule information, and can restore some or all of it onto another Unity Connection server[^20]. It is designed for partial restores, for restores onto a different version than was backed up, and for merging data from several system backups[^18]. COBRAS restores system call handlers, users, schedules, interview handlers and public distribution lists together with the links between them, and asks the administrator how to handle links it cannot resolve[^19]. COBRAS export connects to Unity Connection through a remote database connection on port 20532 using a database connection account[^17]. A COBRAS Briefcase backup run creates a folder containing a Microsoft Access database file named in the form `UnityDbData_Backup_.MDB`[^14]. The COBRAS Export and Import tools are marked TAC supported, but using them on unsupported Connection versions is not TAC supported[^21]. The COBRAS download page lists support for Connection 7.x through 15, and its latest builds are Export 8.0.91 and Import 8.0.111, both updated 11/11/2025[^22]. ## Obtaining configuration through Call Handler Data Dump Call Handler Data Dump reads the Unity Connection database over ODBC on port 20532, and it needs the ODBC proxy service enabled and an account holding the Remote Administrator and System Administrator roles[^10]. It writes a CSV with a header row and 1 row per selected call handler[^61]. Its After Greeting Action column reports, for each of 7 greeting types (standard, busy, off hours, error, internal, alternate, holiday), what happens to the caller after hearing it[^61]. Its separate Greetings Enabled column reports whether 4 greetings (closed, alternate, busy, internal) are active, via the GREETING_ALTERANATE_ACTIVE, GREETING_BUSY_ACTIVE, GREETING_INTERNAL_ACTIVE and GREETING_CLOSED_ACTIVE columns[^61]. Other columns cover transfer number, type and rings, caller input key actions, schedule name and owners[^61]. Call Handler Data Dump is marked NOT TAC supported, and its latest version is 1.0.11, last updated 10/12/2020[^9]. The download page lists Connection 7.x, 8.x, 9.x, 10.x and 11.x, and does not list 12.x, 14 or 15[^11]. ## Other tools and why they fall short Connection Audiotext Manager exports only a simple CSV of top-level call handler details, and its Visio diagram output was removed in version 1.0.0.49 (7/11/2019)[^2]. A Cisco Unity Tools news entry dated 10/12/2020 marks Audiotext Manager for Connection and Call Handler Data Dump as not TAC supported[^3]. Cisco Unity Tools says a tool that is not TAC supported is use-at-your-own-risk, and a 1/9/2019 note adds that tools lose TAC support once their target Unity or Connection versions reach end of life[^54]. The Unity Connection Bulk Administration Tool creates, edits and deletes users, contacts, distribution lists, distribution list members, unified messaging accounts, branches and video service accounts from CSV files[^5]. It can export only users, contacts, distribution lists and unified messaging accounts to CSV[^4]. The BAT CSV field set for users includes per-user transfer rule fields for the standard, closed and alternate rules, such as StandardTransferType, ClosedTransferType and TransferType[^7]. WarmTransfer's reading of the sources is that the Bulk Administration Tool lists no call handler, directory handler or interview handler object type, so a BAT export cannot carry system call handler configuration[^6]. For Unity Connection 15, the Disaster Recovery System backs up named components including CONNECTION_DATABASE, CONNECTION_GREETINGS_VOICENAMES, per-mailbox-store message components and CONNECTION_HTML_NOTIFICATION[^36]. A DRS restore of Unity Connection requires the target server to match the original's software version and patches, hostname, IP address and deployment type[^38]. WarmTransfer's reading of the sources is that a DRS backup is not a practical source for a readable call handler map, because Cisco documents it only as an archive for restoring to a matching server and does not document its internal format[^37]. WarmTransfer's reading of the sources is that, for a file-based handler-map tool, only 3 documented artifacts carry system call handler configuration: a Call Handler Data Dump CSV (not TAC supported), a COBRAS backup database (an Access MDB whose schema is undocumented), or CUPI responses captured by the customer, while a Unity Connection BAT export carries none[^52]. ## Webex Calling migration The Control Hub migration from Unified CM to Webex Calling accepts an optional Unity Call Handler.zip file for Auto-Attendant, uploaded after the Unified CM.tar file[^58]. The Webex migration article points administrators to Call Handler Data Dump to create the Unity Call Handler.zip file[^60]. The Unity.zip file uploaded to the Control Hub migration can be at most 2 GB[^59]. WarmTransfer's reading of the sources is that Cisco's Webex Calling migration path for Unity Connection auto attendants depends on a tool that Cisco Unity Tools marks as not TAC supported and lists only up to Connection 11.x[^57]. ## See also - [Cisco Unity Connection voicemail and migration](https://warmtransfer.net/knowledge/cucm-unity-connection) - [Unity Connection user and mailbox exports and reports](https://warmtransfer.net/knowledge/unity-connection-user-exports) - [Troubleshooting Unity Connection voicemail login and PIN failures](https://warmtransfer.net/knowledge/unity-connection-login-troubleshooting) ## Applicability Applies to: Cisco Unity Connection, Cisco COBRAS, Cisco Call Handler Data Dump, Cisco Audiotext Manager for Connection, Cisco Unity Tools, and Cisco Webex Calling (Control Hub migration). Deployments: on-premises and multi-tenant. Sources checked 2026-09-24. The COBRAS download page lists support for Connection 7.x through 15[^22]. The Call Handler Data Dump download page lists Connection 7.x, 8.x, 9.x, 10.x and 11.x only[^11]. The CUPI greeting audio resource applies from Unity Connection 8.5[^23]. The DRS component list described here is for Unity Connection 15[^36]. ## What remains uncertain Sources disagree on what COBRAS stands for: the Unity Connection 14 Design Guide expands it as Cisco Object Backup and Restore Application Suite[^15], while the Unity Connection 15 System Administration Guide expands it as Cisco Unified Backup and Restore Application Suite and describes it as the application for migrating data and messages from Unity Connection 1.2 to 15[^16]. How Unity Connection call handler settings map to Webex Calling auto attendant fields during the Control Hub migration is not covered by the sources below. The contents and file layout of the Unity Call Handler.zip accepted by Control Hub are not covered by the sources below. The.zip file's size limit of 2 GB is documented[^59]. The Call Handler Data Dump download page does not list Connection 12.x, 14 or 15[^11]. Whether the tool actually runs against those unlisted releases is not covered by the sources below. A CUPI call handler record links to its schedule through ScheduleSetObjectId[^30]. The CUPI schedule set and holiday schedule resources needed to resolve a handler's active hours are not covered by the sources below. CUPI authentication, the roles it requires, and paging (rowsPerPage) for bulk handler reads are not covered by the sources below. WarmTransfer's reading of the sources is that the COBRAS backup MDB schema is undocumented[^52]. The table layout for call handlers, menu entries and transfer options inside that MDB is not covered by the sources below. The documented CUPI menu entry Action values include 0, 1, 2, 4, 5, 6, 7 and 8[^25]. The full enum tables for menu entry Action, AfterGreetingAction and AfterMessageAction are not covered by the sources below. CUPI defines TransferType 0 as an unsupervised (release to switch) transfer and TransferType 1 as a supervised transfer[^34]. How the administration guide documents supervised versus release transfer and ring-no-answer behaviour is not covered by the sources below. ## Sources [^1]: When the Alternate transfer rule is enabled, it overrides the Standard and Closed transfer rules and is in effect at all times. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Transfer Rules. Checked 2026-09-23. [^2]: Connection Audiotext Manager exports only a simple CSV of top-level call handler details. Its Visio diagram output was removed in version 1.0.0.49 (7/11/2019). Source: [Connection Audiotext Manager (help)](https://www.ciscounitytools.com/Applications/CxN/ATM/Help/ConnectionAudiotextManager.htm), Export functions; revision history 1.0.0.49. Checked 2026-09-23. [^3]: A Cisco Unity Tools news entry dated 10/12/2020 marks Audiotext Manager for Connection and Call Handler Data Dump as not TAC supported. Source: [Cisco Unity Tools - Home](https://www.ciscounitytools.com/index.html), news entry 10/12/2020. Checked 2026-09-23. [^4]: The Unity Connection Bulk Administration Tool can export only users, contacts, distribution lists and unified messaging accounts to CSV. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Tools](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_010011.html), Bulk Administration Tool. Checked 2026-09-23. [^5]: The Unity Connection Bulk Administration Tool creates, edits and deletes users, contacts, distribution lists, distribution list members, unified messaging accounts, branches and video service accounts from CSV files. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Tools](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_010011.html), Bulk Administration Tool. Checked 2026-09-23. [^6]: The Bulk Administration Tool lists no call handler, directory handler or interview handler object type, so a BAT export cannot carry system call handler configuration (inferred). Source: [System Administration Guide for Cisco Unity Connection Release 15 - Bulk Administration Tool](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_appendix_010101.html), appendix object sections (Users, Contacts, Distribution Lists, Distribution List Members, Unified Messaging Accounts). Checked 2026-09-23. [^7]: The BAT CSV field set for users includes per-user transfer rule fields for the standard, closed and alternate rules, such as StandardTransferType, ClosedTransferType and TransferType. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Bulk Administration Tool](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_appendix_010101.html), user CSV field list: StandardTransferType; ClosedTransferType; TransferType; *TransferRings; *TransferExtension; *RnaAction. Checked 2026-09-23. [^8]: Call Handler Data Dump writes a CSV with a header row and one row per selected call handler. Columns cover after-greeting action, greetings enabled for seven greeting types, transfer number, type and rings, caller input key actions, schedule name and owners. Source: [Cisco Call Handler Data Dump (help)](http://www.ciscounitytools.com/Applications/CxN/CallHandlerDataDump/Help/CallHandlerDataDump.htm), output fields and CSV output sections. Checked 2026-09-23. [^9]: Call Handler Data Dump is marked NOT TAC supported. Its latest version is 1.0.11, last updated 10/12/2020. Source: [Call Handler Data Dump (download page)](https://www.ciscounitytools.com/Applications/CxN/CallHandlerDataDump/CallHandlerDataDump.html), download entry TAC support line and version. Checked 2026-09-23. [^10]: Call Handler Data Dump reads the Unity Connection database over ODBC on port 20532. It needs the ODBC proxy service enabled and an account holding the Remote Administrator and System Administrator roles. Source: [Cisco Call Handler Data Dump (help)](http://www.ciscounitytools.com/Applications/CxN/CallHandlerDataDump/Help/CallHandlerDataDump.htm), database connection setup section. Checked 2026-09-23. [^11]: The Call Handler Data Dump download page lists Connection 7.x, 8.x, 9.x, 10.x and 11.x, and does not list 12.x, 14 or 15. Source: [Call Handler Data Dump (download page)](https://www.ciscounitytools.com/Applications/CxN/CallHandlerDataDump/CallHandlerDataDump.html), download entry supported versions. Checked 2026-09-23. [^12]: The Closed transfer rule applies during the closed hours of the active schedule, which include both nonbusiness hours and holiday hours. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Transfer Rules. Checked 2026-09-23. [^13]: According to the COBRAS help, backups also include greetings, transfer rules, menu entries, routing rules and alternate extensions in addition to the top-level objects. Source: [COBRAS Utilities (help)](http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS.htm), overview and revision history. Checked 2026-09-23. [^14]: A COBRAS Briefcase backup run creates a folder containing a Microsoft Access database file named in the form UnityDbData_Backup_.MDB. Source: [COBRAS Briefcase Mode (help)](http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS_Briefcase/COBRAS_Briefcase.htm), Briefcase backup output folder description. Checked 2026-09-23. [^15]: The Unity Connection 14 Design Guide expands COBRAS as Cisco Object Backup and Restore Application Suite (disputed). Source: [Design Guide for Cisco Unity Connection 14 - Disaster Recovery System and COBRAS](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/design/guide/b_14cucdg/b_14cucdg_chapter_01100.html), section heading for COBRAS. Checked 2026-09-23. [^16]: The Unity Connection 15 System Administration Guide expands COBRAS as Cisco Unified Backup and Restore Application Suite and describes it as the application for migrating data and messages from Unity Connection 1.2 to 15 (disputed). Source: [System Administration Guide for Cisco Unity Connection Release 15 - Tools](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_010011.html), Tools > COBRAS. Checked 2026-09-23. [^17]: COBRAS export connects to Unity Connection through a remote database connection on port 20532 using a database connection account. Source: [COBRAS Briefcase Mode (help)](http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS_Briefcase/COBRAS_Briefcase.htm), Backup section (Server field and database connection account). Checked 2026-09-23. [^18]: COBRAS is designed for partial restores, for restores onto a different version than was backed up, and for merging data from several system backups. Source: [Design Guide for Cisco Unity Connection 14 - Disaster Recovery System and COBRAS](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/design/guide/b_14cucdg/b_14cucdg_chapter_01100.html), Cisco Object Backup and Restore Application Suite (COBRAS). Checked 2026-09-23. [^19]: COBRAS restores system call handlers, users, schedules, interview handlers and public distribution lists together with the links between them, and asks the administrator how to handle links it cannot resolve. Source: [COBRAS Briefcase Mode (help)](http://www.ciscounitytools.com/Applications/General/COBRAS/Help/COBRAS_Briefcase/COBRAS_Briefcase.htm), Restore section (unresolved links). Checked 2026-09-23. [^20]: COBRAS backs up user, call handler, interview handler, public distribution list, schedule and routing rule information, and can restore some or all of it onto another Unity Connection server. Source: [Design Guide for Cisco Unity Connection 14 - Disaster Recovery System and COBRAS](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/design/guide/b_14cucdg/b_14cucdg_chapter_01100.html), Cisco Object Backup and Restore Application Suite (COBRAS). Checked 2026-09-23. [^21]: The COBRAS Export and Import tools are marked TAC supported, but using them on unsupported Connection versions is not TAC supported. Source: [COBRAS (download page)](http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html), COBRAS Export for Connection 7.x and later; COBRAS Import for Connection 7.x and later. Checked 2026-09-23. [^22]: The COBRAS download page lists support for Connection 7.x through 15. Its latest builds are Export 8.0.91 and Import 8.0.111, both updated 11/11/2025. Source: [COBRAS (download page)](http://www.ciscounitytools.com/Applications/General/COBRAS/COBRAS.html), COBRAS Export and Import entries (version, date, supported versions). Checked 2026-09-23. [^23]: From Unity Connection 8.5, CUPI returns a call handler greeting's recording as WAV audio at /greetings/{type}/greetingstreamfiles/{languageid}/audio. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler Settings](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler-settings.html), Greeting audio URI (8.5 and later). Checked 2026-09-23. [^24]: CUPI lists all call handlers on a Unity Connection system with GET /vmrest/handlers/callhandlers and reads or updates a single handler at /vmrest/handlers/callhandlers/{objectid}. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler Settings](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler-settings.html), Call Handler Settings: list and single-handler URIs. Checked 2026-09-23. [^25]: CUPI menu entry Action values include 0 ignore, 1 hang up, 2 transfer to a conversation, 4 take message, 5 skip greeting, 6 restart greeting, 7 transfer to alternate contact number and 8 route from next call routing rule. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler Settings](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler-settings.html), Menu Entry configuration > Action. Checked 2026-09-23. [^26]: CUPI names a call handler's three transfer options Standard, Off Hours and Alternate. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Transfer Options. Checked 2026-09-23. [^27]: Cisco recommends running CUPI provisioning only on the publisher in active-active mode, or on the acting-primary subscriber during cluster failover. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API - API Overview](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/b_CUPI-API_chapter_01.html), API Overview. Checked 2026-09-23. [^28]: CUPI exposes call routing rules at /vmrest/routingrules with conditions at /routingruleconditions. The rule Type field is 1 for direct, 2 for forwarded and 3 for both. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API--Call Routing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-routing.html), Routing Rules; Routing Rule Conditions; Type. Checked 2026-09-23. [^29]: A routing rule created through CUPI cannot be given a RuleIndex. It is created at RuleIndex 0, and every other rule's RuleIndex goes up by 1. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API--Call Routing](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-routing.html), Rule ordering note (RuleIndex). Checked 2026-09-23. [^30]: A CUPI call handler record links to its schedule through ScheduleSetObjectId. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler Settings](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler-settings.html), Associate a ScheduleSet with a call handler. Checked 2026-09-23. [^31]: In CUPI, a call handler's greetings, transfer options and menu entries are separate subresources under /greetings, /transferoptions and /menuentries. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Greetings; Transfer Options; Menu Entries URIs. Checked 2026-09-23. [^32]: CUPI routes to another object with a target conversation (such as PHTransfer to transfer to a call handler, PHGreeting to go straight to its greeting, PHInterview or AD) plus a target handler object ID. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Greetings > AfterGreetingTargetConversation. Checked 2026-09-23. [^33]: CUPI records whether a greeting or transfer option is enabled with a TimeExpires date rather than an on/off flag: null or a future date means enabled, and a past date means disabled. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Greetings > TimeExpires; Transfer Options > TimeExpires. Checked 2026-09-23. [^34]: In CUPI transfer options, TransferType 0 is an unsupervised (release to switch) transfer and TransferType 1 is a supervised transfer. Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Transfer Options > TransferType. Checked 2026-09-23. [^35]: Unity Connection has three default system call handlers, Opening Greeting, Operator and Goodbye, which can be edited but not deleted. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default System Call Handlers. Checked 2026-09-23. [^36]: For Unity Connection 15, the Disaster Recovery System backs up named components including CONNECTION_DATABASE, CONNECTION_GREETINGS_VOICENAMES, per-mailbox-store message components and CONNECTION_HTML_NOTIFICATION. Source: [Install, Upgrade and Maintenance Guide for Cisco Unity Connection Release 15 - Backing Up and Restoring Cisco Unity Connection Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/b_15cuciumg/b_14cuciumg_chapter_01.html), Backing Up and Restoring Cisco Unity Connection Components (DRS feature list). Checked 2026-09-23. [^37]: A DRS backup is not a practical source for a readable call handler map: Cisco documents it only as an archive for restoring to a matching server and does not document its internal format (inferred). Source: [Install, Upgrade and Maintenance Guide for Cisco Unity Connection Release 15 - Backing Up and Restoring Cisco Unity Connection Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/b_15cuciumg/b_14cuciumg_chapter_01.html), Backing Up and Restoring Cisco Unity Connection Components. Checked 2026-09-23. [^38]: A DRS restore of Unity Connection requires the target server to match the original's software version and patches, hostname, IP address and deployment type. Source: [Install, Upgrade and Maintenance Guide for Cisco Unity Connection Release 15 - Backing Up and Restoring Cisco Unity Connection Components](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/install_upgrade/b_15cuciumg/b_14cuciumg_chapter_01.html), Backing Up and Restoring Cisco Unity Connection Components (restore prerequisites). Checked 2026-09-23. [^39]: Cisco Unity Connection call management uses three kinds of handler: system call handlers, directory handlers and interview handlers. Source: [System Administration Guide for Cisco Unity Connection Release 14 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/14/administration/guide/b_14cucsag/b_14cucsag_chapter_0111.html), Call Management Elements. Checked 2026-09-23. [^40]: The Error greeting of a call handler cannot be disabled. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Greetings. Checked 2026-09-23. [^41]: The default Goodbye call handler plays a short goodbye message and then hangs up if the caller gives no input. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default System Call Handlers > Goodbye. Checked 2026-09-23. [^42]: 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. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Greetings. Checked 2026-09-23. [^43]: A Unity Connection call handler can have up to seven greetings: Standard, Closed, Holiday, Internal, Busy, Alternate and Error. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Greetings. Checked 2026-09-23. [^44]: 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. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Holiday Schedules. Checked 2026-09-23. [^45]: 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. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Caller Input. Checked 2026-09-23. [^46]: The CUPI transfer option named Off Hours corresponds to the Closed transfer rule shown in Cisco Unity Connection Administration (inferred). Source: [Cisco Unity Connection Provisioning Interface (CUPI) API -- Call Handler](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/REST-API/CUPI_API/b_CUPI-API/m-call-handler.html), Transfer Options (Off Hours described as closed periods per schedule). Checked 2026-09-23. [^47]: The Opening Greeting rule is always the last entry in both the direct and the forwarded routing tables. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default Call Routing Rules. Checked 2026-09-23. [^48]: By default, calls go to the Operator call handler when callers press 0 or press no key. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default System Call Handlers > Operator. Checked 2026-09-23. [^49]: Call routing rules are evaluated in order, and a call is routed by the first rule whose conditions all match. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default Call Routing Rules. Checked 2026-09-23. [^50]: 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. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Default Call Routing Rules. Checked 2026-09-23. [^51]: The Standard greeting of a call handler cannot be disabled. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Greetings. Checked 2026-09-23. [^52]: For a file-based handler-map tool, only three documented artifacts carry system call handler configuration: a Call Handler Data Dump CSV (not TAC supported), a COBRAS backup database (an Access MDB whose schema is undocumented), or CUPI responses captured by the customer. A Unity Connection BAT export carries none (inferred). Source: [System Administration Guide for Cisco Unity Connection Release 15 - Tools](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_010011.html), Bulk Administration Tool; COBRAS. Checked 2026-09-23. [^53]: Changing a call handler template affects only call handlers created from it afterwards. Existing call handlers keep the settings they were created with. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Call Handler Templates. Checked 2026-09-23. [^54]: Cisco Unity Tools says a tool that is not TAC supported is use-at-your-own-risk. A 1/9/2019 note adds that tools lose TAC support once their target Unity or Connection versions reach end of life. Source: [Cisco Unity Tools - Home](https://www.ciscounitytools.com/index.html), TAC support paragraph; note dated 1/9/2019. Checked 2026-09-23. [^55]: Each Unity Connection call handler has three transfer rules: Standard, Closed and Alternate. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Transfer Rules. Checked 2026-09-23. [^56]: In Cisco Unity Connection Administration, several system call handlers can be edited at once by selecting their check boxes and choosing Bulk Edit. Source: [System Administration Guide for Cisco Unity Connection Release 15 - Call Management](https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/connection/15/administration/guide/b_15cucsag/b_15cucsag_chapter_0111.html), Configuring System Call Handlers. Checked 2026-09-23. [^57]: Cisco's Webex Calling migration path for Unity Connection auto attendants depends on a tool that Cisco Unity Tools marks as not TAC supported and lists only up to Connection 11.x (inferred). Source: [Migrate devices and features from Unified CM to Webex Calling](https://help.webex.com/en-us/article/d2lemv/Migration-of-Devices-and-Features-From-Cisco-unified-Communications-Manager(UCM)-to-Webex-Calling-Multi-Tenant), Migration of data (Call Handler Data Dump reference). Checked 2026-09-23. [^58]: The Control Hub migration from Unified CM to Webex Calling accepts an optional Unity Call Handler .zip file for Auto-Attendant, uploaded after the Unified CM .tar file. Source: [Migrate devices and features from Unified CM to Webex Calling](https://help.webex.com/en-us/article/d2lemv/Migration-of-Devices-and-Features-From-Cisco-unified-Communications-Manager(UCM)-to-Webex-Calling-Multi-Tenant), Migration of data (upload steps for the .tar and the optional Unity Call Handler .zip). Checked 2026-09-23. [^59]: The Unity .zip file uploaded to the Control Hub migration can be at most 2 GB. Source: [Migrate devices and features from Unified CM to Webex Calling](https://help.webex.com/en-us/article/d2lemv/Migration-of-Devices-and-Features-From-Cisco-unified-Communications-Manager(UCM)-to-Webex-Calling-Multi-Tenant), Migration of data (upload limits). Checked 2026-09-23. [^60]: The Webex migration article points administrators to Call Handler Data Dump to create the Unity Call Handler .zip file. Source: [Migrate devices and features from Unified CM to Webex Calling](https://help.webex.com/en-us/article/d2lemv/Migration-of-Devices-and-Features-From-Cisco-unified-Communications-Manager(UCM)-to-Webex-Calling-Multi-Tenant), Migration of data. Checked 2026-09-23. [^61]: Call Handler Data Dump writes a CSV with a header row and one row per selected call handler. Its After Greeting Action column reports, for each of seven greeting types (standard, busy, off hours, error, internal, alternate, holiday), what happens to the caller after hearing it; its separate Greetings Enabled column reports whether four greetings (closed, alternate, busy, internal) are active, via the GREETING_ALTERANATE_ACTIVE, GREETING_BUSY_ACTIVE, GREETING_INTERNAL_ACTIVE and GREETING_CLOSED_ACTIVE columns. Other columns cover transfer number, type and rings, caller input key actions, schedule name and owners. Source: [Cisco Call Handler Data Dump (help)](http://www.ciscounitytools.com/Applications/CxN/CallHandlerDataDump/Help/CallHandlerDataDump.htm), After Greeting Action and Greetings Enabled field definitions. Checked 2026-09-24.