Each subscriber and call handler in the system has a set of “caller input” rules that allow you to dictate what action Unity takes when a caller presses a digit while a greeting is playing.  There are one set of caller input rules that apply to all the greetings, there are not separate rules for each greeting.

 

You can configure a total of 12 keys: the 0-9, * and # keys.  The “fourth column” tones (A, B, C and D) are not available to be mapped as part of the “caller input” rules.

 

• Milliseconds to wait.  You can set this value from 0 to 2000.  It indicates how many milliseconds Unity will wait for another digit before determining that a user has completed entering a string of numbers (or a single digit) before taking action.  If you set this value too low, folks will not be able to dial extensions from a greeting and if you set it too high folks will have to wait before Unity takes action on their key presses which will be perceived as slowness.  Fiddle with this with extreme caution… be sure to try it out on a test user/handler first before applying it to large numbers of users/handlers.  NOTE: If you don’t want users to be able to try extensions at all while listening to greetings, you can set the “allow user input” value for the greeting(s) on the handler or subscriber to “false” to accomplish this.  It’s not a good idea to set the Milliseconds to wait value to “0” to do this.
• Prepend digits with.  For Unity 4.3(1) and later only.  The digits here will be tacked onto the begining of the string of digits the user entered during the greeting for the subscriber before the ID is searched for in the database.
• Postpend digits with.  For Unity 4.3(1) and later only.  The digits here will be tacked onto the end of the string of digits the user entered during the greeting for the subscriber before the ID is searched for in the database.
• Rule options.  For each of the keys you have the following options for what action Unity will take when that key is entered while the greeting is played.
• Apply Change only if key is set to “ignore”.  If you check this value, the changes you indicate for each key will only be applied if the existing key on the subscriber is set to “ignore”.  If there is already a custom action set for the existing key it’s skipped.  This can be useful if you have some user that have custom settings setup you don’t want to write over.
• Take Action.  Select this radio button and select the action from the drop down list.
• Skip Greeting.  If the user hits this key the greeting is skipped and Unity advances right to the “after greeting action” configured for this greeting.
• Take Message.  If the user hits this key they are taken right to the message recording conversation, regardless of what the after greeting action is set to.
• Hang Up.  If the user hits this key, Unity will hang up on them immediately.
• Sign In.   If the user hits this key they will be taken to the subscriber sign in conversation.
• Loop Back To Self.  If the user hits this key they will start over at the beginning of the greeting for this subscriber.
• Greetings Administrator.  This option will send the caller to the greetings administration conversation.  This will allow them to select a call handler they own by name or ID and record the greetings for it over the phone.
• Broadcast Message Administrator.  For Unity 4.0(5) and later you can go to this conversation for sending and/or editing broadcast messages heard by all users on the local Unity server.
• Go To Directory.  Select this radio button to send the caller to a selected directory handler when they hit this key.  A directory handler allows callers to find subscribers in the system by spelling their names using the phone dial pad.
• Go to Call Handler.  Select this radio button if you want to send the caller to a call handler when a user hits this key.  Hit the “browse” button and select a call handler from the resulting dialog.  The display name of the call handler will appear in the edit box to the right of the radio button.  If you check the “Don’t try to ring phone” checkbox, Unity will send the caller directly to the greeting of the selected call handler without trying a transfer rule, even if one is enabled and active.
• Go to Subscriber.  Select this radio button if you want to send the caller to a subscriber’s mailbox when they hit this key.  Hit the “browse” button and select a subscriber from the resulting dialog.  The display name of the user will appear in the edit box to the right of the radio button.  If you check the “Don’t try to ring phone” checkbox, Unity will send the caller directly to the greeting of the selected subscriber without trying the transfer rule, even if it’s enabled.
• Go To interview.  Select this radio button if you want to send the caller to an interview handler when they hit this key.  Hit the “browse” button and select an interview handler from the resulting dialog.  The display name of the interview handler will appear in the edit box to the right of the radio button.
• Lock Key.  If you lock the key Unity will take action on that key immediately without waiting to see if the caller is going to enter more digits (i.e. they are dialing an extension number and possibly not selecting a one key option).  As soon as the user hits this key Unity will immediate execute the action indicated.