CM 5.1 Attendant Console Algorithm with Always Route

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Jul 13th, 2007
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I have Attendant Console setup with the 3 users listed (by username not DN) and then an "always route" member for a Unity Call Handler.

Reading the documentation, it says I can't do longest idle because the "always route member" maybe the longest idle.

Documentation does not say the same for circular. Do I still have the same restriction with the "always route" member still potentially getting calls when AC users are logged in??

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Rob Huffman Sat, 07/14/2007 - 09:37
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Hi William,

If you use Circular Hunting, the Always Route number only kicks in when the "Maximum Queue Size" or "Maximum Hold in Queue time" are exceeded. Have a look at this good older doc that still applies;

Enable Queuing

If you want Cisco TCD to queue calls when all attendants in a hunt group are busy, check the Enable Queuing check box. To complete the call-queuing configuration, enter values in the Queue Size and Hold Time (in Seconds) fields.

Routing Algorithm

Choose the routing option that you want to use for the pilot point that you choose in the Pilot Points drop-down list box. Available options include

Circular Hunting

Broadcast Hunting

Queue Size

This field specifies the number of calls that are allowed in the queue. If the queue is full, Cisco TCD routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco TCD drops the call when the queue size limit is reached.

The default specifies 32.

Hold Time (in Seconds)

This field specifies the maximum amount of time (in seconds) that Cisco TCD keeps a call in the queue.

If a call remains on hold for the number of seconds entered in this field and you configured an "always route" hunt group member on the Hunt Group Configuration window, Cisco TCD sends the call to the always route member that is specified on the Hunt Group Configuration window. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

Enter 0 in this field to keep calls in the queue until an attendant becomes available.

The default specifies 0.

From this good older doc;

Hope this helps!



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