/mcpYou may want to use call handlers in the following ways: • As an automated attendant—A call handler can be used in place of a human operator to answer and direct calls by playing greetings and responding to key presses. The automated attendant can provide a menu of options (for example, “For Sales, press 1; for Service, press 2; for our business hours, press 3.”). • To offer prerecorded audiotext—A call handler can be used to provide information that customers request frequently (for example, “Our normal business hours are Monday through Friday, 8 a.m. to 5 p.m.”), or to play a prerecorded message that all callers hear before they can interact with the system. • As a message recipient—A call handler can be used to take messages for the organization (for example, “All of our customer service representatives are busy. Please state your name, phone number, and account number, this returns your call as soon as possible.”). • To transfer calls—A call handler can be used to route callers to a user (for example, after hours, you could transfer calls that come to a technical support call handler directly to the mobile phone of the person who is on call), or to another call handler. Unity Connection supports 40,000 system call handlers. Note Call Handler Templates Each call handler that you add in Unity Connection is based on a template. Settings from the template are applied as when you create a call handler. Unity Connection includes predefined templates that you can edit. You can also create additional call handler templates. For each template, you should consider enabling the transfer, caller input, greetings, and message settings that is needed for the call handlers that you create. If you change settings on a call handler template, the new settings are in effect only for new call handlers that are created using that template. Note Deleting a call handler template does not affect any call handlers that were based on that template when they were created. Default Call Handler Templates Unity Connection has one default call handler template that has settings suitable for most call handlers. You can edit the default call handler template but cannot delete it. The settings on this template are suitable for most call handlers. System Call Handler Template Configuring Call Handler Templates This section includes information on configuring a call handler template for Unity Connection, defining the settings for the call handler template, and saving them. System Administration Guide 86 Call Management Call Handler Templates