CCM4.1(3): HG should not hunt phone if person is not there

Unanswered Question

I have a CCM 4.1(3) implementation where they have a Hunt Group that they do not want an agents phone to be included in the hunt group if the agent is not there. (They're old PBX allowed them to log in/out to indicate availbility within the hunt group).

I'm thinking Attendant Console to show presence. However, if the agent is online but busy and doesn't answer, I still want it to tcontinue to hunt after a certain Ring-No-Answer condition. Also, if agents are all busy or ont available, it should dump out to the receptionist.

I know the AC configu tool will allow circular hunting but is there a way to set a "ring-no-answer" parameter in AC so it will give up and continue hunting in the AC hunt group?

THANKS!!

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Rob Huffman Fri, 06/08/2007 - 06:33
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Hi Michael,


What you really want is available in CCM 4.2.1 (Login/Logout of Hunt Groups). That being said, in 4.1.3 you can use this Line Group setting to achieve the desired result :)


RNA Reversion Timeout


Enter a time, in seconds, after which Cisco CallManager will distribute a call to the next available or idle member of this line group or to the next line group if the call is not answered and if the first hunt option, Try next member; then, try next group in Hunt List, is chosen. The RNA Reversion Timeout applies at the line-group level to all members.

From this CCM 4.1.3 doc;


http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803ed665.html#wp1027362


Hope this helps!

Rob

Rob,

To re-iterate your response: Then there is NOT a way to use a "ring-no-answer" condition in Attendant Console that you know of....Correct?

Also, now reading that doc: perhaps I can use a combination of extension mobility along with "Not Available" hunt options.

Wish they were running 4.2.1! I don't want to get into upgrading just for this.


Thanks


Mike.

Rob Huffman Fri, 06/08/2007 - 08:59
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Hi Michael,


Sorry about that rather lame answer :( It did not address both of your questions. If you are going with the Standard Hunt Group (not AC).The RNA Reversion Timeout is available (to pullback and re-distribute calls) to the next available or idle Agent. This setting is done at the Line Group level.


If you are going with the AC setup, use the AC User plus Line Number method (line member) which does support Login/Logout.Have a look;


When configuring the pilot point, you must choose one of the following routing options:


First Available Hunt Group Member?Cisco TCD goes through the members in the hunt group in order until it finds the first available destination for routing the call. You can choose this routing option from the Pilot Point Configuration window in Cisco CallManager Administration.


Longest Idle Hunt Group Member?This feature arranges the members of a hunt group in order from longest to shortest idle time. Cisco TCD finds the member with the longest idle time and, if available, routes the call. If not, Cisco TCD continues to search through the group. This feature evenly distributes the incoming call load among the members of the hunt group. You can choose this routing option from the Pilot Point Configuration window in Cisco CallManager Administration.


If the voice-mail number is the longest idle member of the group, Cisco TCD routes the call to a voice-messaging system without checking the other members of the group first.


Circular Hunting?Cisco TCD maintains a record of the last hunt group member to receive a call. When a new call arrives, Cisco TCD routes the call to the next hunt group member in the hunt group. You can choose this option from the Attendant Console Configuration tool. For more information on this option, see the "Understanding Circular Hunt Groups" section.


Broadcast Hunting?When a call arrives at the pilot point, Cisco TCD answers the call, places the call on hold, adds the call to the queue, and displays the call in the Broadcast Calls window on attendant PCs. While on hold, the caller receives music on hold, if it is configured. Any attendant can answer the call from the Broadcast Calls window. You can choose this option from the Attendant Console Configuration tool.



When a call comes into a pilot point, Cisco TCD uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. During hunt group configuration, you must specify one of the following options for each hunt group member:


Directory number (device member)


If a directory number is specified, Cisco TCD only checks whether the line is available (not busy) before routing the call.



**Attendant console user plus a line number (user member)


When you specify a user and line number, the user can log in to and receive calls on any Cisco IP Phone in the cluster that the attendant console controls.


If a user and line number are specified, Cisco TCD confirms the following details before routing the call:


**That the user is logged in to the attendant console


**That the user is online


**That the line is available


The attendant can only answer calls on the line number that you specify if that line number is configured on the phone that the attendant used to log in to the attendant console.


From this doc;


http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html#wp1144420


Hope this is a little better!

Rob

Rob, I appreciate the detailed answer. The AC user/line number does indeed solve my problem of "presence". However, my second problem is that if they cannot field that call in a timely manner (Ring no answer), I'd like it to move to one of the other AC users. I don't see a way to do this in AC...or is there?


I think I'll end up back to my regular Hunt Group and use extension mobility to show presence via the "hunt, if unavilable".


Rob, as always thanks for any/all input.

Mike.

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