08-10-2007 11:31 AM - edited 03-14-2019 11:01 PM
We are having a small issue with a CME system with about 25 7931G phones connected to a PRI. All phones are configured so that button 1 is attached to the individual's DID, buttons 2-16 are incoming call DNs, and buttons 17-21 are parks. The problem is that when a call comes in on the main hunt group, someone answers the call, and then puts that call on hold, all of the phones then focus on the call that is on hold. If another call comes in while the first call is on hold, the phones stay focused on the call that is on hold. So then the users can't just push the Answer softkey to answer the new call. I know this seems like a minor thing, but to users this is a big problem.
Solved! Go to Solution.
08-16-2007 10:40 AM
ephone-template 2
softkeys hold Resume Newcall
softkeys idle Redial Newcall HLog
softkeys seized Redial Endcall HLog
softkeys alerting Endcall
softkeys connected Endcall Hold Trnsfer HLog
softkeys ringing Answer HLog
telephony-service
hunt-group logout HLog
this way, when a person does not want to take calls or is about to leave the office, he/she presses the HLog button, and the display will show it has been logged out. You can also configure a "final" number where to send calls when all agents are logged out (like night-service).
08-11-2007 03:30 PM
Hi,
first of all, how do you configured the hunt group ? If it is a shared line, in the attempt to "ring blast" all the ephones, that is not the proper way to do hunt-groups, as shared lines have side effect like the one you are describing. This said, what firmware are you using on the phones ?
08-16-2007 08:40 AM
Here's a section of the config showing the ephone-dn's with the hunt group, and one of the ephone's. I cut out everything else. I'm not the Cisco engineer on this system. Our vendor set it up for us. They said there was no way around this particular problem, so I decided to see if anyone in the forums had any ideas. Thank you.
ephone-template 3
softkeys hold Newcall Resume Join
softkeys idle Pickup Redial Dnd Cfwdall
softkeys alerting Endcall
softkeys connected Endcall Confrn Flash Park
button-layout 7931 1
speed-dial 1 8593 label "Overhead_Paging"
!
!
ephone-dn 1
number 8594
name IP-Paging1
paging ip 239.1.1.1 port 2000
!
!
ephone-dn 2 dual-line
ring internal
number 8501 secondary 8551
label 8501
call-forward busy 8599
call-forward noan 8599 timeout 25
corlist incoming user-international
!
!
ephone-dn 32
number 9001
park-slot timeout 30 limit 3 recall retry 10 limit 3
label Park 1
!
!
ephone-dn 33
number 9002
park-slot timeout 30 limit 3 recall retry 10 limit 3
label Park 2
!
!
ephone-dn 34
number 9003
park-slot timeout 30 limit 3 recall retry 10 limit 3
label Park 3
!
!
ephone-dn 35
number 9004
park-slot timeout 30 limit 3 recall retry 10 limit 3
label Park 4
!
!
ephone-dn 36
number 9005
park-slot timeout 30 limit 3 recall retry 10 limit 3
label Park 5
!
!
ephone-dn 50 dual-line
ring feature
no call-waiting beep
number 7700 secondary 9058
call-forward noan 8598 timeout 20
corlist incoming user900-international
huntstop channel
no huntstop
hold-alert 30 idle
!
!
ephone-dn 51 dual-line
ring feature
no call-waiting beep
number 7700 secondary 9058
preference 1
call-forward noan 8598 timeout 20
corlist incoming user900-international
huntstop channel
no huntstop
hold-alert 30 idle
!
!
!
!
ephone-dn 61 dual-line
ring feature
no call-waiting beep
number 7700 secondary 8500
preference 11
call-forward noan 8598 timeout 13
corlist incoming user900-international
huntstop channel
hold-alert 30 idle
!
!
ephone 1
device-security-mode none
ephone-template 3
mac-address 0019.5699.1504
paging-dn 1
type 7931
button 1:2 2:50 3:51 4:52
button 5:53 6:54 7:55 8:56
button 9:57 10:58 11:59 12:60
button 13:61 14:62 15:63 16:64
button 17m32 18m33 19m34 20m35
button 21m36
08-16-2007 08:53 AM
Hi,
This is a shared line configuration. That is, one or more of the "ephone dn" are present on more than one ephone with button ":", and cause the effects you have noticed. It is not an hunt group.
Now, if the goal is to present calls to a group of agents, the proper way is an ephone-hunt that has the basic setting of:
ephone-hunt 1
pilot 7701
list 9001,9002,9003
timeout 15,15,15
Then you add the "HLog" button in ephone template, so that whenthe person goes away it press it, it will not received calls for the pilot number until presses the softkey again.
08-16-2007 09:50 AM
Thank you for your reply. I apologize if I use the wrong terminology for the CME config.
In this case, the customer wants all of the phones to ring at the same time for all incoming calls. As I understand it, the ephone-hunt will cause the phones to ring sequentially. But the customer does not want that.
08-16-2007 10:24 AM
Yes, it is common for customers to ask for "ring blast" setups, as they never had a proper call coverage setup.
Have them try a properly set hunt-group with the Hlog button and chances are they will like it very much.
08-16-2007 10:36 AM
Pardon my ignorance, but may I ask what is the "Hlog button"?
Thank you very much for you help.
08-16-2007 10:40 AM
ephone-template 2
softkeys hold Resume Newcall
softkeys idle Redial Newcall HLog
softkeys seized Redial Endcall HLog
softkeys alerting Endcall
softkeys connected Endcall Hold Trnsfer HLog
softkeys ringing Answer HLog
telephony-service
hunt-group logout HLog
this way, when a person does not want to take calls or is about to leave the office, he/she presses the HLog button, and the display will show it has been logged out. You can also configure a "final" number where to send calls when all agents are logged out (like night-service).
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