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Multiple Directory Handlers

Cisco Unity supports the use of multiple directory handlers that have differing search scopes by enabling you to select different search options on the Directory Handlers page (accessed by clicking Call Management > Directory Handlers on the SA page). By using this feature in a headquarters/branch office environmentsuch as the XYZ Australia region, shown in Figure 7-17, where call processing and messaging are centralized at the headquarters locationexternal callers to a branch office can access the name of a subscriber for the particular branch office without searching the entire company directory. In addition, external callers can access the operator for the local branch office, rather than being routed to the operator who resides at the headquarters location.

To understand the multiple directory handler feature, consider the XYZ Australian network layout shown in Figure 7-17. The XYZ headquarters is located in Sydney with branch offices in Melbourne and Brisbane. The entire IT department is located in Sydney. As such, all call processing, messaging (e-mail), and Unified Messaging applications for the entire company are managed from the company headquarters in Sydney. Each of XYZ's offices has a group of DID phone numbers. Company headquarters all branch offices have a receptionist. All branch offices and company headquarters have local employees.

In addition to Unified Messaging functionality, XYZ wants Unity to support the following specific requirements:

All administration of Unity is under the control of the IT department that is located at the company headquarters.

Subscribers should not have Unity Administration access.

Although company headquarters and all branch offices have a receptionist, the receptionists have other administrative duties. To help free up the receptionists for other tasks, the Unity system must provide AA services for all offices.

Outside callers to each branch office should hear a greeting customized for the specific office.

If an external caller to company headquarters or a branch office needs to search for a subscriber by name, the directory should be filtered to include only the names of subscribers for the specific office.

During normal working hours, if a caller presses 0 to talk to an operator, the call should be routed to the operator of the specific office. (It is not acceptable for a caller who is calling the Brisbane office to be routed to the operator in Sydney.)

If a caller to the toll-free phone number for Sales needs to search for a subscriber by name, the directory should be filtered to include only the names of all the sales managers and sales associates for the entire company.

By supporting the use of multiple directory handlers, Unity will be able to meet all the needs of XYZ identified in the preceding list.

The following are the tasks that the Unity administrator must perform to configure Unity to meet the customer needs stated earlier.

Assign the Default Administrator CoS (the default) or the Unity Administrator CoS (which you need to define; refer to the note following Table 7-14) and grant system access to the Unity administrators for the Directory Handler SA pages. Grant all privileges (read, create, edit, and delete).

Verify that the Employee_CoS denies system access to the Directory Handler SA pages. The Employee_CoS, described in the "System Access" section earlier in the chapter, does not give this access.

Create a public distribution list (PDL) for each office (SydneyEmp-DL, MelbourneEmp-DL, and BrisbaneEmp-DL). The membership of each of these PDLs comprises all of the subscribers associated with the particular office, as shown in Distribution Lists" section earlier in this chapter to understand the procedure to create the distribution lists and the required settings.

Table 7-54. Public Distribution List Settings

Distribution List	Members
SydneyEmp-DL	All Sydney employees
MelbourneEmp-DL	All Melbourne employees
BrisbaneEmp-DL	All Brisbane employees

For each specific office's PDL, create a directory handler with the Search Options setting (Directory Handlers> Search Options page, accessed from the SA page) set to the designated office PDL, as shown in Table 7-55.

Table 7-55. Directory Handlers and Search Options

Directory Handler	Search Options
Sydney-DH	Public Distribution List SydneyEmp-DL
Melbourne-DH	Public Distribution List Melbourne-DL
Brisbane-DH	Public Distribution List BrisbaneEmp-DL

Create one Opening Greeting call handler for each office. For each Opening Greeting call handler, do the following:

Record a custom greeting for the specific office.

Configure the After Greeting action to send the caller to the Goodbye call handler.

Configure the 4 key to send the caller to the directory handler for the designated office.

Table 7-56 shows the required configuration settings for the opening greetings.

Table 7-56. Opening Greeting Settings

Opening Greeting Call Handler	Configuration Options
Sydney-Opening	Caller Input Key 4 Send to Sydney-DH
Melbourne-Opening	Caller Input Key 4 Send to Melbourne-DH
Brisbane-Opening	Caller Input Key 4 Send to Brisbane-DH

Create three Operator call handlers, one for each office, as shown in Table 7-57.

Table 7-57. Operator Call Handler Settings

Operator Call Handler	Configuration Options
Sydney-Operator	Caller Transfer Yes, Ring Subscriber at This Extension enter four-digit operator or hunt group number extension for Sydney
Melbourne-Operator	Caller Transfer Yes, Ring Subscriber at This Extension enter four-digit operator or hunt group number extension for Melbourne
Brisbane-Operator	Caller Transfer Yes, Ring Subscriber at This Extension enter four-digit operator or hunt group number extension for Brisbane

For each Operator call handler, configure the Call Transfer setting to transfer the call to the specified extension of the local operator.

Create three call-routing rules (forwarded calls) in Unity that take a call coming to each DID number and forward it to the Opening Greeting call handler that is specific to the site, as shown in Figure 7-18.




Figure 7-18. Unity Call-Routing Rules




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Create three CTI route points or CTI ports in CallManager in the Sydney cluster, as follows:

Match the directory numbers on the CTI route points or CTI ports to the last four digits of the DID number for the site. For Sydney, the CTI RP DN is 6000; for Melbourne, it is 4300; and for Brisbane, it is 8680.)

Set the CFA on these CTI route points or CTI ports to the first voice-mail port number of the Unity system.

By configuring these settings, you can achieve the desired requirement of XYZ. Figure 7-19 shows the call flow for a call that reaches the Sydney DID number.

The following are the steps that take place when a call is made to the Sydney DID number:

It is important to understand that each call made to the branch site DID numbers has to reach via IP WAN to reach the Unity system. Take into account the additional bandwidth requirement for this type of traffic. Also, while sizing the Unity ports, you must take into consideration the use of the AA feature in Unity.