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Unified Communications 8.6 Auto Attendant

Posted on 2015-02-09
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Last Modified: 2015-03-19
We are setting up an auto attendant in our Cisco UC 8.6 environment.   If user where the outside line comes in does not pick up after 4 rings it will go to the auto attendant (which is working properly).  However, after 5:00, we would like this user to forward their phone to another location (night staff) in which if they don't pick up after 4 rings it will go to the auto attendant.   Trying to figure out how to make this work?  Do we need that main extension (line) on both phones?   I don't want the other phone ringing all the time during the day is the thing.   So is it possible to forward the original phone and still have the call go to the same auto attendant if not picked up from the second phone?   Hope this makes sense!

Thanks
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Question by:BCHCAdmin
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by:Bryant Schaper
ID: 40599248
Lets break down the steps.

1.  During normal open hours call go to extension then after 4 rings AA.
2.  During off hours, calls are transferred to another extension, after 4 rings to AA

Are you using Unity for this?

I just did a similar project at our office.  I use multiple call handlers, one for time of day, and the other to a hunt pilot with transfer rules if not available.

You can use HLOG on the phone to remove a phone from the hunt pilot as well.
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by:BCHCAdmin
ID: 40599467
Thanks Bryant.   What is HLOG?

I'm wondering if I could do the following:

Call comes in to Main Phone during regular hours...
If answered - done.
If not answered after 4 rings transfer to another extension (100) and goes to AA almost immediately.

After hours (or when person at Main phone on break)...
She forwards to auxiliary phone (which is normally staffed at night).
If answered - done.
If not answered after 4 rings transfer to another extension (100) and goes to AA almost immediately.

In this situation we would have the same AA regardless of which phone it goes to?  
Do you think this would work?
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Bryant Schaper earned 500 total points
ID: 40599535
HLOG logs the phone out of hunt list, so if two phones/users are in the same HP, they could hlog (has to be added in the softkey template) and they will no longer get hunt pilot calls.  kind of like dnd for hunt lists.

Yes, your solution would work, you can setup the phone to forward to the AA, but do those users have voicemail?

This could all be done in the directory number settings.

You could also put the extension on both phones, and when both are in DND, forward to the AA, then you eliminate the 4 rings when nobody is around anyways.
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Author Comment

by:BCHCAdmin
ID: 40599566
Neither has VM so I think we are ok there.   Can you DND only one line on a phone?  (7941 phones with two lines).
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LVL 11

Expert Comment

by:Bryant Schaper
ID: 40599577
no, it is phone centric, you may need hlog in that case, it logs the user out of all hunt lists they are in.  If they are in none now, then it is perfect as they would only be in one.
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Author Comment

by:BCHCAdmin
ID: 40600715
Ok - setting up HLOG.  Got that.  So I have a hunt group with the associated phones.   I only want it to go through the hunt group one time and then go to voice mail.    What is the best way to accomplish it going to voicemail (do I need to route to another extension at the end?) or can I use the Hunt Pilot number to direct to VM?

Thank you for all your help!
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Author Comment

by:BCHCAdmin
ID: 40600734
By VM at the end, I mean going to the Auto Attendant.
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by:Bryant Schaper
ID: 40601013
In the hunt pilot you have hunt call treatment settings which handle unanswered and busy, you can specify a time limit and what do do with the call.  You can send to voicemail.  It is the second section after setting up the number
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