Wrangler_ WxC-MT - UCXN Call Handlers to WxC-Auto-Attendant
- Glen Steedman
- Zane England
Overview
Wrangler_ support the transformation of UCXN system call handlers to Webex Auto Attendants.
Status as of 2.6.13
It is important to note that there are certain limitations and caveats, as there is not a direct 1:1 correspondence between the functions and features of Unity and Webex Calling (WxC), and vice versa.
When applicable, Wrangler_ will attempt to transform allocated call handlers that have a DtmfID set (extension), performing the following transformations:
Additionally, if selected, Wrangler_ will copy the existing WAV audio recordings for normal and after hours greetings for each call handler.
Menu Transformation
Supported
Unity Action in 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 |
|---|---|
Route From Next Rule | NotUsed |
Skip Greeting | NotUsed |
Goto PHInterview | NotUsed |
Goto BroadcastMessageAdministrator | NotUsed |
Goto SubSignin | NotUsed |
Skip Greeting | NotUsed |
UCXN System 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 to the unity connection call handler.
You can assign a call handler by
Adding a site range
Target Mappings (ucxn-call-handler > wxc-auto-attendant)
Bulk Change
Object Browser (or via Issue and Resolutions)
Wrangler_ excludes the default builtin callhandlers, overriding these may cause issues.
Unallocated Call Handlers
Review the unallocated handlers and verify if there are any that need to be transformed, and assign a site and dtmfid.
If a call handler was added to a site but without a DtmfID, Wrangler_ will flag this, as per the second issue above.
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.
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
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 - From Prepare / Load
If you modify menu items and need to reallocate again
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 along with the rest of the transformation of the site(s)
Known Limitations
As of 2.6.13
Issue/Behaviour | Workaround(s) |
|---|---|
WxC AA does not automatically replay the menu wave file. Additionally, it will disconnect the call after 10 seconds of silence if there is no input from the caller. | 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 has limitations in displaying multi-day schedules. Modifications made through the Control Hub may inadvertently remove entire days from the schedule. | A)Workaround is to create a new schedule with the wizard, this will create a schedule for each day |
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 the schedule via the Location in controlhub 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 as a menu item, and the system will transfer the call to this after 10seconds of dead air. This will need to be done manually. |
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. |
Unity Call Routing Rules | A) Not supported at this time |
Personal call transfer rule are not migrated | A) Only System Call Handers are supported. |
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