Recently I was working on an Exchange UM and Cisco Call Manager integration. The company who already owned Exchange E-CALs wanted to upgrade to Exchange 2010, and as part of the process we discussed having Exchange handle the voicemails instead of Cisco Unity which was not supported with Exchange 2010 at the time. Another big advantage was the customer could stop paying the “Cisco Tax” on Unity just by using what they already had in Exchange server and client licensing (over 15k in savings year one).
After a quick configuration of the UM role and the Call Manager we had Unity and Exchange playing nice (reference config here). Test users were moved and things were going as planned up until we tried to configure the Auto Attendants. We took an existing recording and converted it over to a 16bit 8000 HZ PCM WAV file. We then cut the file into 2 pieces, one for the “Business Hours Greeting” and the other for “Business Hours Main Menu”. There was no need for any key mappings as the default operator extension of 0 was already configured. Here is what our auto attendant configuration looked like:
We called into the attendant and heard the company’s greeting as expected. However, the file specified to be used for the main menu prompt wasn’t playing. Instead we heard the exchange default greeting. I double-checked the auto attendant configuration but the custom file was definitely specified. I spent a few minutes recreating the attendant and restarted the UM services just in case, but I still got the default “Main Menu Prompt”. At this point I thought maybe it was a problem with the second WAV file, so for testing I assigned the custom company greeting file that was working to both prompts for a test. That didn’t work either-now I’m perplexed. I copied the WAV files over to my lab and tested there and I received the exact same problem.
When all else fails read the instructions, right? So I headed out to TechNet to read through this article.
In the table “UM auto attendant greetings, informational announcement, and menu prompts” I see the answer to my problems.
I haven’t configured any key mappings on this attendant because they weren’t in the original plan for it. At this point I went ahead and configured a key mapping to allow callers to press “1” to leave a message in the general mailbox:
Once this was in place, the custom main menu prompt played as expected. Although this is expected behavior (as noted in the TechNet document) it isn’t intuitive behavior! It would be great if there was a pop-up box or note on the “Greetings” tab that alluded to this requirement, or if the requirement is removed. In some cases customers may not want any custom key mappings in their auto attendants but may still want to play custom main menu prompt greeting files. Admittedly this is the first time I’ve run into a customer with this requirement, but it will almost certainly happen again to someone out there and most of us don’t have time to read all the TechNet articles out there for something that should be intuitive.