Overview
Release 2.6.13 of Wrangler_ allows for unity call handlers to be transformed to Webex Auto Attendants. There are some limitations/caveats as there isn’t a 1:1 relationship to the functions/feature of unity and wxc and vise versa.
Wrangler_ will try and transform call handlers that have a DtmfID set, and preform the following transformations
If selected, Wrangler_ will also copy the existing wave audio recording’s for each call handler to upload to WxC
Menu Transformation
Supported
Unity Handler | WxC Menu | |
|---|---|---|
Restart Greeting | REPEAT_MENU | |
Take Msg | TRANSFER_TO_MAILBOX | |
Goto AD | NAME_DIALING | |
Goto SystemTransfer | EXTENSION_DIALING | |
Transfer to Alt Contact | TRANSFER_WITHOUT_PROMPT | |
Attempt Transfer | TRANSFER_WITHOUT_PROMPT | |
go directly to greeting | TRANSFER_TO_MAILBOX |
Not Supported
Unity Handler | WxC Menu | Notes |
|---|---|---|
Route From Next Rule | NotUsed | |
Skip Greeting | NotUsed | |
Goto PHInterview | NotUsed | |
Goto BroadcastMessageAdministrator | NotUsed | |
Goto SubSignin | NotUsed | |
Skip Greeting | NotUsed | |
Unity Connection Call Hander to WxC Walkthrough
Discovered Call-Handlers
For a callhandler to be transformed to WxC AA, a DtmfID (number) and Site needs to be assigned.
Unallocated Call Handlers
Review the unallocated handlers and verify if there are any that need to be transformed, and assign a site and dtmfid.
For call handlers that have been assigned to a site without a dtmfid assign a number
Assign Site and Dtmfid
Click on the call handler and assign a site, then scroll down to find the dtmfid section, assign a number and save the call handler.
Press reallocate
Source issues
Wrangler_ will validate the menu actions, and prompt to resolve any menu actions that are missing a destination (eg PHTranfers to another callhandler that doesn’t have a dtmfid)
View the Menu of the Unity Call Handler by scrolling down to the bottom and click on the magnify glass
Menu option 8 is showing PHtransfer to a target callhandler, click on the handler
Resolve by assign DtmfId
Assign a DtmfId to the handler, if the number is part of an existing site range it will be allocated for transformation
Wrangler_ will transform this call handler, if you do not want to transform use one of the other options
Resolve by overriding menu to ignore
Click on The OverRide Button
Click on Edit for option 8
Select Ignore as the action and press save
Resolve by overriding menu to alt transfer
Select Transfer Alt Contact and enter in a transfer number and press save
Reallocate - From Discovery
After modifying any of the call handlers, preform a reallocate
Reallocate - From Prepare / Load
If you modify menu items and need to reallocate again
Reallocate , then press prepare again
You may need to toggle the enable/break on the failed step to continue
Review WxC Menu Items (optional)
Preform pressing start load, you can view the transformation by clicking on on the object browser , browse and searching for wxc-auto, otherwise you can press Start load to continue.
Scroll down to the menu
Load to WxC
Wrangler_ will load Schedules, wave files and create the auto attendant
Known Limitations
as of Nov 2024
Issue/Behaviour | Workaround(s) |
|---|---|
WxC AA doesn’t automatically repeat the menu wave file, and will disconnect the call after 10seconds of dead air with no caller input. | A) Re-record the wave file to duplicate the menu a few times, WxC will play this as a single wave file. B) Set an operator extension to the same number as the WxC AA, by default after 10seconds it will forward to the operator *** This is not recommended and could cause call loops *** |
Modifying Business hour Schedules may blank/remove days. The Control Hub Gui is limited in how it displays multiday schedules, modifying via Contro-hub may end up removing multiple days. | A)Workaround is to create a new schedule with the wizard |
Holiday Schedule on a WxC only shows the first day of a multi day holiday This is a limitation within controlhub when viewing the schedule from the WxC AA | A) View view the schedule via the Location which will display the holidays correctly |
After Greeting Handling. WxC AA has no concept of this | A) its possible to set a number for the operator, and the system will transfer the call to this after 10seconds of dead air |
No Voicemail of the WxC AA. | A) The WxC AA can’t have a voicemail, WxC has a concept of Group Voicemail, and will need to be configured manually |
Voicemail error when pressing menu item. Wrangler_ will assign unknown voicemail menu items to the number of the WxC AA | A) Check the menu item to verify if the call is being sent to a valid voicemail B) Modify the menu item within wrangler_ before loading to WxC if a group voicemail is known |
There are 2 menus with the same config. WxC AA allows for configuring a different menu for Business hours vs afterhours/holidays | A) Unity Call Handlers only have a single Menu |
Why are so many schedules loaded with _B _H suffix. Unity Connection has a concept of global/systemwide schedules | A) Limitation of current schedules/ WxC AA that can only be configured on a location basis. Possible new ‘operatingmode’ feature coming , but currently limited to call queues only. |
There are only 2 Schedules Business hours and Afterhours. WxC AA plays the same Menu for Afterhours or Holidays | A) Limitation of current schedules/ WxC AA. Possible new ‘operatingmode’ feature coming , but currently limited to call queues only. |