Call Flow

This topic describes the call flow of an auto-attendant.

  • Calls to a Cisco Unity Express call-in number trigger the associated application (for example, a call to the auto-attendant).
  • The application script runs, performs actions, and plays prompts such as dial-by-extension or return-to-operator.
  • Example: Calls to the auto-attendant extension 2500 trigger the auto-attendant script.

Cisco Unity Express can be configured to use multiple scripts. For example, you may want to create separate scripts for the sales and support departments of an organization. Each script is activated by a separate trigger number or call-in number.

Calls to a Cisco Unity Express call-in number trigger the associated application (for example, the sales auto-attendant). Once triggered, the application script runs. The script performs actions and plays prompts based on the user input. The caller is prompted to choose menu options such as dial-by-extension or return-to-operator.

In the figure, calls to the auto-attendant extension 2500, for example, trigger the auto-attendant script that is called AAScript. The AAScript plays a welcome prompt informing the caller about the available input choices.

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Author: drbabbers

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