The easiest way to record a greeting on a call handler in Cisco Unity Connection is to use the Greetings Administrator, but access to it requires some setup. One thing that’s always bugged me is that whenever anyone writes about configuring access to a Greetings Administrator, they always seem to add a call Routing Rule. I’ll admit, my experience with Routing Rules has shown me that they have very sharp teeth and want to attack me.
Typical Routing Rule
I’m much better than I used to be at avoiding death by algorithmic behavior, but I’d still rather steer away from messing with Routing Rules. I know I’m not alone in this, so I’m sharing a less hair-raising method for configuring access to the Greetings Administrator. The secret is to let a Call Handler do most of the work.
First, I’ll create the Call Handler in Unity Connection by navigating to Call Management > System Call Handlers and adding a new handler with an appropriate name as well as the extension number that people will dial to reach it. Then I’ll click Save.
Next, I’ll navigate to Edit > Greetings and select the link for the Standard Greeting. Within the configuration window for the greeting I’ll select the radio button for Nothing in the section marked, “Callers Hear,” and in the After Greeting section I’ll select the Conversation button and – here’s the magic – select Greetings Administrator from the drop-down. Then I’ll save my work.
That’s everything required for Unity Connection. However, when one dials the extension it still has to be routed from CUCM to the voicemail cluster. To do this, I usually create a CTI Route Point. In CUCM, I’ll navigate to Device > CTI Route Point and add a new one. The route point is given an appropriate name and Calling Search Space. The Line  directory number for the route point is the same as the extension configured on the Call Handler.
Within the line I’ll configure the Voice Mail Profile so it points to the correct Unity Connection cluster.
And I’ll put a check in the box that automatically forwards all calls to voice mail.
That’s it. Assuming everything tests correctly, people should be able to call the Greetings Administrator extension, and – assuming they have rights to additional call handlers – they should be able to record whatever greetings are required.
Comments are welcome, both in agreement or constructive disagreement about the above. I enjoy hearing from readers and carrying on deeper discussion via comments. Thanks in advance!
Fifty Shades of Cloud
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Nick has over 20 years of experience in Security Operations and Security Sales. He is an avid student of cybersecurity and regularly engages with the Infosec community at events like BSides, RVASec, Derbycon and more. The son of an FBI forensics director, Nick holds a B.S. in Criminal Justice and is one of Cisco’s Fire Jumper Elite members. When he’s not working, he writes cyberpunk and punches aliens on his Playstation.
Virgilio “Bong” has sixteen years of professional experience in IT industry from academe, technical and customer support, pre-sales, post sales, project management, training and enablement. He has worked in Cisco Technical Assistance Center (TAC) as a member of the WAN and LAN Switching team. Bong now works for Tech Data as the Field Solutions Architect with a focus on Cisco Security and holds a few Cisco certifications including Fire Jumper Elite.
John is our CTO and the practice lead for a talented team of consultants focused on designing and delivering scalable and secure infrastructure solutions to customers across multiple industry verticals and technologies. Previously he has held several positions including Executive Director/Chief Architect for Global Network Services at JPMorgan Chase. In that capacity, he led a team managing network architecture and services. Prior to his role at JPMorgan Chase, John was a Distinguished Engineer at Cisco working across a number of verticals including Higher Education, Finance, Retail, Government, and Health Care.
He is an expert in working with groups to identify business needs, and align technology strategies to enable business strategies, building in agility and scalability to allow for future changes. John is experienced in the architecture and design of highly available, secure, network infrastructure and data centers, and has worked on projects worldwide. He has worked in both the business and regulatory environments for the design and deployment of complex IT infrastructures.