This tab has 6 tabs on it for each of the greetings associated with each call handler:
Standard. This greeting is active when the call handler’s schedule is “on”. This greeting cannot be disabled and is the “backstop” greeting that will play if all others are disabled or not active at the time for a call.
Closed. This greeting is active when the call handler’s schedule is “off”. This greeting can be disabled in which case the call will be handled by the standard greeting.
Busy. If the call reached this handler since its extension was busy, this greeting will be played. This allows handlers to have a special greeting asking the caller to hold and the like. If this greeting is not enabled the closed or standard greeting will be used to handle the call as appropriate.
Internal. If the calling extension is another subscriber on the Unity server the internal greeting will play. This allows subscribers to tell coworkers information they wouldn’t want external callers to hear (i.e. where they REALLY are that day). If this greeting is not enabled the busy, closed or standard greetings will kick in as appropriate.
Alternate. If this greeting is enabled, it overrules all other greetings and will play no matter what time of day it is or how the call got to this handler or who the calling extension is. If it is not enabled the internal, busy, closed or standard rules will kick in as appropriate.
Error. This is a special greeting that dictates where callers should be sent if they enter an illegal option when listening to this handler’s greeting. By default this plays a “I’m sorry, I didn’t hear your entry” prompt and sends the caller to the opening greeting. In cases where you want callers to go do a different handler on an error condition you can edit this greeting. You should never disable this greeting and edit it’s behavior very carefully.
On each greeting tab you can set the following values:
Enabled. Select “true” in this drop down list to enable the greeting or “false” to disable it. Note that the standard greeting cannot be disabled and the error greeting should only be disabled in very special circumstances.
Allow user input. Select “true” in this drop down list to allow callers to dial extensions of other users when listening to handler’s greetings. Set this value to “false” if you want users to be “locked in” and only allow them to select one key routing rules available for this call handler and nothing else.
Greeting source. This can be set to <don’t change>, System, Blank or Recording. If you select “Recording”, a button allowing you to browse for a WAV file to use will be enabled. You MUST select a WAV file if you want to enable the recording option here. This is an easy way to change, for instance, the busy greeting on many subscribers to be something standard but not the “canned” greeting Unity generates.
Play "Record you message..." prompt. (Unity 4.1(1) and later only). By default Unity will play "Record your message at the tone..." prompt after a custom greeting is played. You can turn this feature on/off using this setting.
Reprompts. By default the Unity plays the greeting one time and then executes the after greeting action. However you can change that to have Unity replay the greeting multiple times (i.e. if you are expecting the user to actively select an option rather than simply “fall through” to the after greeting action). In this box you can select how many times to replay the greeting by entering a value of 0 (only play greeting once) to 99 (Unity will play the greeting a total of 100 times) in the “Replay Greeting” edit box. You can dictate how many seconds to wait after the end of the greeting before starting the next play of the greeting by entering a value (in seconds) of 0 to 99 in the “Seconds between replays” edit box. If you leave these boxes blank the current values in the database will be preserved.
After greeting action. After the greeting is played normally you would want to take a message from the caller. If, however, you want to do something different you can configure it here.
Take Action. Select this radio button and select the action from the drop down list.
Take Message. The caller will be allowed to leave a message for the call handler’s message recipient after the greeting completes playing.
Hang Up. Unity will hang up on the caller immediate after the greeting is finished. This is a little abrupt… typically you’d want to send someone to the “say goodbye” call handler and hang up nicely.
Sign In. The caller will be sent to the subscriber sign in conversation after the greeting complete.
Loop Back to self. This option will have the caller sent back to the beginning of the greeting for the current call handler. The transfer sequence for the handler will not be attempted, the caller will go right to the active greeting. The “loop back to self” option is a popular choice for changing the “error” greeting’s behavior. Some folks find this preferable to dumping the caller back to the opening greeting.
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 after the greeting complete. 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 after the greeting completes. 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 after the greeting completes. 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 after the greeting completes. 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.
