How does it know to go to a Call Handler?

[encarter]

My boss wants me to map out workflow of how calls are handled on our main company number and i am stuck.

here is an overview of what we have.
Our main number when called during office hours is fwd to a Hunt group of which we have 2 receptionists who answer the call. During business closed hours it rolls straight to a callhandler.

My question is, in the call handler i cant see any refernce to the main numbers extension which is 4000 so how the heck does Unity know that extension 4000 sent from Callmanager goes to that CallHandler?



Here is what i have so far:


Customer dials 800-xxx-4000
CallManager goes through its route table - match found
4000 is assoicated to a PilotPoint.
PilotPoint points to a hunt group
Hunt group dials receptionist phone.

Where is unity in all of this....

 

[ptdog]

There are many ways to get calls to Unity. I would start with the gateway first. Find out how the call is coming in on the H323 or MGCP gateway. Find the exact digits and do a route plan report. From there, it is a matter of following the trail.

It almost sounds to me like your call comes in on the Gateway, goes to CCM,and goes to a CTI route pointe forwarded all to Unity. Auto Attendant checks time/day. If during business hours, attempt to transfer to subcriber/Hunt Pilot. If during closed time, play closed greetings.

Basically, find out the incoming digits and follow it.