Multi-Language Call Routing Unity Connection

Originally posted on June 11, 2022 @ 12:09 am

IVR setup has been done for the Main Line Number which will is xxxx10000 and it will route the Call to Unity Connection.
English Part:
1) As the call hits the Main Line Number i.e., xxxx10000 the first track to be played is Welcome Message – Arabic and English precisely which will be in Arabic, if the customer does not press 2 then without any wait or input the English greeting .i.e XYZ Company welcome is to be played.
2) Once the English greeting is played the user is presented with two option .i.e if you know the extension please dial now or dial 0, if the customer dials 0 then the call will go to reception i.e 10000 and in case the reception does not answer it goes to the reception mailbox.
3) In case the customer knows the extension and dials in the extension and the called person is busy on another line then please hold track is to be played; in case the called party is not available to take the call the then unavailable track is to be played and after the end of the track the caller should be able to leave a voicemail if he/she intends to.
4) User A (local user) call User B (Reception is unavailable and Busy Greeting is being Played) and user B is busy and during the same time User C call to User B(Reception). Now in this scenario user C will get Busy Custom Greeting from CUC and the call should land back to user B if user B disconnect his call with user A.
5) If the outsider user chooses, English Language and dials in the extension number and the user is unavailable, the Unavailable or Busy message has to be played in English..
Arabic Part:
1) When the calling party dials 2, again two option are presented .i.e if you know the extension please dial now or press 0 for assistance in Arabic .i.e part-2, on pressing 0 the call goes to reception i.e 20000 and in case reception does not answer it goes to the reception mailbox.
2) In case the customer knows the extension and dials in the extension and the called person is busy on another line then please hold track is to be played; in case the called party is not available to take the call the then unavailable track is to be played and after the end of the track the caller should be able to leave a voicemail if he/she intends to.
3) User A (local user) call User B (Reception is unavailable and Busy Greeting is being Played) and user B is busy and during the same time User C call to User B(Reception). Now in this scenario user C will get Busy Custom Greeting from CUC and the call should land back to user B if user B disconnect his call with user A.
4)If the outsider user chooses, Arabic Language and dials in the extension number and the user is unavailable, the Unavailable message has to be played in Arabic.

• Two Extension/Line Per User for Whom Arabic and English Greeting has to be Played.
• Two Voicemail Boxes Per User for Whom Arabic and English Greeting has to be Played.
• Proper Planning for Extension Numbers to be setup for Arabic and English which should not be cumbersome.
• Proper Planning for Mailboxes Name as two mailboxes would be associated with 1 User.

Our Testing Scenario

• English Language Number to be in the Number Range 1XXXX
• Arabic Language Number to be in the Number Range 2XXXX
• Mailbox to support English Unavailable/Busy Greeting would be named as EReceptionist
• Mailbox to support English Unavailable/Busy Greeting would be named as AReceptionist
• Receptionist Extension Number for English is 10000 and Arabic is 20000
• Keep Custom Greetings Handy to upload
• Outsider will dial 98761000 to reach the IVR Menu

Let’s get started

Assuming xxxx10000 to be 987610000 Hunt Pilot has already been created which is mapped to Hunt List and then Line Group for routing the Outsider call to Unity Connection to Play the IVR.

Assuming that extension 10000 and 20000 is already setup on Receptionist’s IP Phone.
I am writing up the relevant steps which are required for the above requirement. I am not touching few default configuration as it can be changed/modified as per the requirement of the call flow. 

Configuration in Cisco Unify Connection

Creating Partitions and Search Spaces

1. Login to Cisco Unity Connection
2. Expand Dial Plan on the Left Pane > Click on Partition and Add New
3. Create a New Partition Name as English_PRT and Save Configuration
4. Create another Partition Name as Arabic_PRT and Save Configuration
5. Create another Partition Name as Common-PRT and Save Configuration
6. Click on Search Spaces and Add New
7. Create a New Search Space Name as English_CSS and Save Configuration
8. Assign English_PRT from Unassigned Partitions to Assigned Partitions and Save the Configuration
9. Create a New Search Space Name as Arabic_CSS and Save Configuration
10. Assign Arabic_PRT from Unassigned Partitions to Assigned Partitions and Save the Configuration
11. Create a New Search Space Name as Common-CSS and Save Configuration
12. Assign Common-PRT, English_PRT and Hindi_PRT from Unassigned Partitions to Assigned Partitions and Save the Configuration

Creating two Mailbox for Reception to support English and Arabic Busy/Unavailable Message

For English Voicemail Box

1. Expand Users > Users > Add New
2. Alias > EReceptionist
3. First Name > Receptionist
4. Last Name > {Value} if any, as per the requirement
5. Display Name > Receptionist
6. Extension > 10000
7. Partition > English-PRT
8. Search Scope > English-CSS
9. Click on Save
10. Edit > Greetings > Standard
11. Radio Check > My Personal Recording
12. Radio Check > After Greeting > Call Action > Select Take Message from Drop Down Menu
13. Click on Play/Record and Upload Unavailable Recording Message in wav file in English Language
14. Save
15. Edit > Greetings > Check Mark > Busy
16. Save
17. Click on Busy
18. Radio Check > My Personal Recording
19. Radio Check > After Greeting > User with Mailbox >Select EReceptionist from Drop Down Menu
20. Radio Check > Attempt Transfer
21. Click on Play/Record and Upload Busy Recording Message in wav file in English Language
22. Save

For Arabic Voicemail Box

1. Expand Users > Users > Add New
2. Alias > AReceptionist
3. First Name > Receptionist
4. Last Name > {Value} if any, as per the requirement
5. Display Name > Receptionist
6. Extension > 20000
7. Partition > Arabic-PRT
8. Search Scope > Arabic-CSS
9. Click on Save
10. Edit > Greetings > Standard
11. Radio Check > My Personal Recording
12. Radio Check > After Greeting > Call Action > Select Take Message from Drop Down Menu
13. Click on Play/Record and Upload Unavailable Recording Message in wav file in Arabic Language
14. Save
15. Edit > Greetings > Check Mark > Busy
16. Save
17. Click on Busy
18. Radio Check > My Personal Recording
19. Radio Check > After Greeting > User with Mailbox >Select AReceptionist from Drop Down Menu
20. Radio Check > Attempt Transfer
21. Click on Play/Record and Upload Busy Recording Message in wav file in Arabic Language
22. Save

Creating two Directory Handler for English and Arabic

For English Directory Handler

1. Expand Call Management > Directory Handlers > Add New
2. Display Name > English-DirectoryHandler
3. Partition > English_PRT
4. Radio Check > Search Scope and Select English-CSS from Drop down Menu > Click on Save
5. Edit > Caller Input
6. If Caller Exits > Radio Check Call Handler > Select Opening Greeting from Drop Down Menu
7. Radio Check > Attempt Transfer
8. If Caller Presses Zero > Radio Check User With Mailbox > Select EReceptionist from Drop Down Menu
9. Radio Check > Attempt Transfer > Save
10. Edit > Greeting > Check Mark > Use Custom Greeting
11. Click on Play/Record and Upload the Greeting “If you know the extension dial it now…” wav file in English Language
12. Click on Save

For Arabic Directory Handler

1. Click on Save
2. Display Name > Arabic-DirectoryHandler
3. Partition > Arabic_PRT
4. Radio Check > Search Scope and Select Arabic-CSS from Drop down Menu > Click on Save
5. Edit > Caller Input
6. If Caller Exits > Radio Check Call Handler > Select Opening Greeting from Drop Down Menu
7. Radio Check > Attempt Transfer
8. If Caller Presses Zero > Radio Check User With Mailbox > Select AReceptionist from Drop Down Menu
9. Radio Check > Attempt Transfer > Save
10. Edit > Greeting > Check Mark > Use Custom Greeting
11. Click on Play/Record and Upload the Greeting “If you know the extension dial it now…” wav file in Arabic Language
12. Click on Save

Creating a Call Handler for IVR Menu
For Playing Welcome Prompt in English if no options were selected

1. Expand Call Management > System Call Handlers > Add New
2. Display Name > English-WelcomeCH
3. Partition > Common-PRT
4. Search Space > Common-CSS
5. Click on Save
6. Edit > Greeting > Standard
7. Radio Check > My Personal Greeting
8. After Greeting > Radio Check > Directory Handler and Select English-DirectoryHandler from Drop Down Menu
9. Click on Play/Record and Upload “Welcome Message in English” wav file and Save the configuration

For Playing Welcome Prompt in Arabic

1. Expand Call Management > System Call Handlers > Add New
2. Display Name > IVR_Menu_CH
3. Partition > Common-PRT
4. Search Space > Common-CSS
5. Click on Save
6. Edit > Caller Input > Caller Input Key 2 > From Directory Handler drop down menu select – Arabic-DirectoryHandler > Save
7. Edit > Greeting > Standard
8. Radio Check > My Personal Greeting
9. Times to Re-prompt Caller > Enter a value based on the time you want to repeat. I would select 1 as a value to repeat it only once before it transfer the call to English-WelcomeCH if no options are selected
10. Delay between Re-prompts* > Enter a value based on the delay between re-prompt. I would let the default be
11. After Greeting > Radio Check > Call Handler and Select English-WelcomeCH from Drop Down Menu
12. Click on Play/Record and Upload “Welcome Message – Arabic” wav file and Save the configuration

Creating a Forward Routing Rule

1. Expand Call Management > Call Routing > Forwarded Routing Rules > Click on Add New
2. Display Name – Common-FRL
3. Search Scope – Common-CSS
4. Radio Check > Conversation > Select Attempt Forward from Drop Down Menu > Save
5. Change order of Common-FRL and Move it to the TOP to ensure it takes precedence over any other Rule.

Creating a Direct Routing Rule

1. Expand Call Management > Call Routing > Direct Routing Rules > Click on Add New
2. Display Name – Common-DRL
3. Search Scope – Common-CSS
4. Radio Check > Send Call Handler under Send Call to > Select IVR_Menu_CH from Drop Down Menu > Save
5. Under Routing Rule Conditions > Add New
6. Radio Check > Dialed Number > Select IN from Drop Down Menu and Enter 987610000
7. Click on Save

 

Configuration in Cisco Unified Communication Manager

Configuring Receptionist’s IP Phone

1. Device > Phone > Locate Receptionist’s IP Phone
2. Go to Line 1 (10000) > Check Mark Box to VM for below
   Forward Busy Internal
   Forward Busy External
   Forward No Answer Internal
   Forward No Answer External
   Forward No Coverage Internal
   Forward No Coverage External
   Forward on CTI Failure
   Forward Unregistered Internal
   Forward Unregistered External
3. Scroll to Last Line of the Page and locate > Multiple Call/Call Waiting Settings on Device
4. Maximum Number of Calls > 1
5. Busy Trigger > 1
6. Save
7. Go to Line 2 (20000) > Check Mark Box to VM for below
   Forward Busy Internal
   Forward Busy External
   Forward No Answer Internal
   Forward No Answer External
   Forward No Coverage Internal
   Forward No Coverage External
   Forward on CTI Failure
   Forward Unregistered Internal
   Forward Unregistered External
8. Scroll to Last Line of the Page and locate > Multiple Call/Call Waiting Settings on Device
9. Maximum Number of Calls > 1
10. Busy Trigger > 1
11. Save

We are done with the Configuration part and now it’s time for Testing the call flow.
Feel free to reach me if you are facing any issues.

Avinash Karnani

I am working in an IT company and having 10+ years of experience into Cisco IP Telephony and Contact Center. I have worked on products like CUCM, CUC, UCCX, CME/CUE, IM&P, Voice Gateways, VG224, Gatekeepers, Attendant Console, Expressway, Mediasense, Asterisk, Microsoft Teams, Zoom etc. I am not an expert but i keep exploring whenever and wherever i can and share whatever i know. You can visit my LinkedIn profile by clicking on the icon below.

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