Here is a quick guide on customizing the Auto Attendant settings and prompts on the UC520.
In this example, I will be using the ‘aa_transfer’ AA script that is included in the newer UC520 systems. If you don’t have it, you can get it from the UC520 support files by going to Cisco.com, and clicking on ‘Voice Software’ under the downloads section, then find ‘UC500 Series.’ The AA script is in the support files package.
The aa_transfer script is simple and works good for small offices. It will play one greeting message, and you can configure 10 different transfer options by using buttons 0-9. If necessary, you can use this same procedure to configure multiple AA scripts (UC520 supports up to 5) to create a nested tree, using one AA to transfer into a second AA.
First you need to record your greeting message for AA. Make a note of the options and buttons you will need to record the greeting. Your greeting will end up something like this: “Thank you for calling Cisco. For Sales, press 1. For Support, Press 2. To transfer to the operator, press 3. To leave a message in our general mailbox, press 5.” Of course use whichever numbers and destinations you need.
There are two ways to get the prompts into the system: Sound Recorder and Prompt Management.
Option A: Sound Recorder
Startup Sound Recorder from any Windows PC (Start, Programs, Accessories, Entertainment). Of course you will need a microphone on the PC for this. Push the ‘record’ button and record your message. When you are happy with the message, click on File, Properties. Under Format Conversion, click Convert Now. In the Sound Selection window, select ‘CCITT u-law’ and ‘8KHz, 8 Bit, Mono.’ Save this file, and keep it for later.
Option B: Prompt Management
The UC520 system has a built-in system for recording prompts into the system. To configure prompt management, start by logging into the CUE GUI (default address is http://10.1.10.1, default username/password is cisco/cisco). Then click on Administration, Call-In numbers, then click Add. On the ‘Add Call-in Number’ screen, select ‘promptmgmt’ for the Application, and give it a call-in number (i.e. 410), then click Add. The new number should then be listed in the list of call-in numbers. Next, you will need to configure one or more of your existing users as a CUE Administrator to be able to utilize prompt management. Click Configure, Users. Select one of your users, and ensure they have a PIN under the Profile tab (and make sure you know what it is). Then under the Groups tab, click ‘Subscribe as Member’ then enter ‘Administrators’ for Group ID and click Find. Put a check-mark next to Administrators and hit the ‘Select Rows’ button. The user should now be a member of the Administrators group.
Next, you will need to add a Dial Peer for the prompt management system. To do this, access the CLI via Telnet to the IP address of your UC520 and entering your username and password. Enter the configuration prompt by typing ‘configure terminal’ and hitting enter. Then type in the following commands to create the Dial Peer:
Dial-peer voice 2010 voip
(*NOTE: 2010 is an unique identifier, use an available number on your system)
Description Prompt Management Dial Peer
Destination-pattern 410
(*NOTE: use the extension you created earlier)
B2bua
Session protocol sipv2
Session target ipv4:10.1.10.1
Dtmf-relay sip-notify
Codec g711ulaw
No vad
You can then ‘exit’ out and close your telnet session.
To record your prompt, dial the prompt management extension from one of the connected phones. You should be prompted for an extension number and PIN, enter the information for the user you configured as an Administrator. Then just follow the directions to access Custom Prompts and record a new prompt.
Now that we have the prompt recorded, it’s time to setup AA. Access the CUE GUI again at http://10.1.10.1. Select Voice Mail, Auto Attendant. Click on the existing ‘autoattendant’ to modify it. Under Auto Attendant Script, select the ‘aa_transfer’ script (or click upload to upload it if it isn’t on your box already), then click next. Setup each of the extension numbers you want to be available when the AA script runs, i.e. Extension1: 201, Extension 2: 202, etc. Leave ‘none’ for any buttons you aren’t using. For menu prompt either upload the prompt you created with Sound Recorder, or select the prompt already on the system you created with Prompt Management (which will be in the form of ‘UserPrompt_(date, time).wav.’ Click Next, then finish.
Your prompt should now be active, you can dial your AA extension (usually 401) to test it out.
To create nested attendants, use the same procedure and just add additional AA scripts under the CUE GUI, giving each of them a unique call-in number. Then use the first AA to transfer to the extension of the second AA, and so-on. This will also work with other AA scripts, just configure the options appropriately for the script you are using.
Hope this helps!