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How to Start IVR Setup for UC520

Posted on 2010-09-16
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Last Modified: 2012-05-10
Hello All Experts,

We have using Cisco UC520 Router with two analog line, There are 8 Cisco IP Phone configure for internal usage as a intercom, each department have a one IP phone e.g. 201 for Sales, 202 Marketing, 203 Account, 204 Technical support, Now if anyone made call to UC520 ( both analog line ) they listen simple caller tune, I want to use Welcome message at the same place of Simple Ring tone e.g. Welcome to coinopsolutions kindly press the ext. no. if you know & call should be forward as per caller requirment if Caller don't know the ext. no. that time call should be forward to Operator means ext. 206
I mean The idea is to build up a simple IVR system so that callers are put through an automated menu, where they can choose various options by pressing their keypads. i realy don't know where to should start...

Can anyone suggest me, what should i do for that ?

Regards

Vikrant
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Question by:kavinagpur
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Expert Comment

by:uniplast
ID: 33689382
For the call flow scenario that you describe, Basic Automatic Call Distribution may be a better fit. Check out this application note detailing the implementation steps:
Uc500-callcenter-application-not.pdf
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Author Comment

by:kavinagpur
ID: 33689472
Hi,

Thanks for your reply, shall we need script for welcome message ? & how to arrange it ? pls suggest
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Expert Comment

by:uniplast
ID: 33689534
In the attached pdf file is all described.
Working in the CCA will see, that all necessary scripts exist in UC520.
Just takes a few mouse clicks, and will give working properly
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Expert Comment

by:uniplast
ID: 33690190
If you still need your own script, you can use a Windows-based application called the CUE Script Editor to create pretty sophisticated scripts. Alternatively, you can use "Editor Express" which is a web-based script editor accessed via the CUE GUI that's easier to learn but doesn't have all the features of the Windows-based editor.

You then need to record your "prompts" (i.e., your welcome message telling the caller their options) and associate those prompts with your script. You can record them on a computer and upload them as .WAV files or configure something called Administration via Telephone (AvT) on the CME/CUE and record the prompts directly via a telephone.

Hope that helps.
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Author Comment

by:kavinagpur
ID: 33722339
Hi uniplast,

Pls look on below image & pls suggest me what should be a Auto Attendant PSTN Number. & Auto Attendannt extention number in my setup

I have two analog line 1st number is 08 93773097 & 2nd is 08 93770540
Page-4.jpg
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Expert Comment

by:uniplast
ID: 33723741
The Autoattendant Extension is the number used to route incoming calls from analog FXO trunk and IP phones to your autoattendant. The Autoattendant PSTN number is the number used to route incoming calls from BRI, PRI and SIP trunks to your autoattendant. The PSTN number should match the direct-inward-dial (DID) number that a caller from the PSTN would dial to reach your autoattendant. Typically, the DID number(s) would be purchased from your trunk provider.
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Author Comment

by:kavinagpur
ID: 33724245
you mean 08 93773097 & 2nd is 08 93770540 this is not PSTN Number
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Expert Comment

by:uniplast
ID: 33725708
Are this analog PSTN lines DID-capable?
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Author Comment

by:kavinagpur
ID: 33731395
this is analog PSTN lines
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Accepted Solution

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uniplast earned 500 total points
ID: 33732523
If your PSTN lines is not DID-capable, does not make sense to put number into field  "PSTN number"

Read again carefully about "analog FXO"

The Autoattendant Extension is the number used to route incoming calls from analog FXO trunk and IP phones to your autoattendant. The Autoattendant PSTN number is the number used to route incoming calls from BRI, PRI and SIP trunks to your autoattendant. The PSTN number should match the direct-inward-dial (DID) number that a caller from the PSTN would dial to reach your autoattendant. Typically, the DID number(s) would be purchased from your trunk provider.
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Author Closing Comment

by:kavinagpur
ID: 33813073
Thanks
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