Attendant Console. CM 5.1

Answered Question
Sep 4th, 2007

Is there a way to set up AC to send a call back into the hunt group whenever an Attendant Console user is not able to answer the call and instead of being ringing that Attendant Console extension to go back to the hunt group and try the next member?

I have this problem too.
0 votes
Correct Answer by rob.huffman about 9 years 3 months ago

Hi Cristobal,

In 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. This is not available in AC Configurations.

If you are going with the AC setup, use the AC User plus Line Number method (line member) which supports Login/Logout. It sounds like the Broadcast Hunting method might be a nice fit for this. Have a look;

**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.

Understanding Broadcast Hunting

Broadcast hunting enables Cisco Cisco CallManager Attendant Console to answer calls and place them into a queue. The attendant console displays the queued calls to all available attendants after inserting the calls into the queue and to all attendants that become available while the call is in the queue.

--------------------------------------------------------------------------------

Note The attendant console only broadcasts calls to attendants that are set up as user/line number hunt group members in the broadcast hunting pilot point.

--------------------------------------------------------------------------------

The queued calls appear in the Broadcast Calls window on the attendant PC.

Any attendant in the hunt group that is online can answer the queued calls. Cisco CallManager Attendant Console does not automatically send the calls to an attendant. When an attendant answers a call, Cisco CallManager Attendant Console removes the call from the Broadcast Calls window and displays it in the Call Control window of the attendant who answered the call.

You can specify the following values for each broadcast hunting pilot point:

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

Hold Time - This field specifies the maximum time (in seconds) that Cisco CallManager Attendant Console keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

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)

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

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1144562

Hope this helps!

Rob

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 5 (1 ratings)
Loading.
Correct Answer
rob.huffman Tue, 09/04/2007 - 09:51

Hi Cristobal,

In 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. This is not available in AC Configurations.

If you are going with the AC setup, use the AC User plus Line Number method (line member) which supports Login/Logout. It sounds like the Broadcast Hunting method might be a nice fit for this. Have a look;

**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.

Understanding Broadcast Hunting

Broadcast hunting enables Cisco Cisco CallManager Attendant Console to answer calls and place them into a queue. The attendant console displays the queued calls to all available attendants after inserting the calls into the queue and to all attendants that become available while the call is in the queue.

--------------------------------------------------------------------------------

Note The attendant console only broadcasts calls to attendants that are set up as user/line number hunt group members in the broadcast hunting pilot point.

--------------------------------------------------------------------------------

The queued calls appear in the Broadcast Calls window on the attendant PC.

Any attendant in the hunt group that is online can answer the queued calls. Cisco CallManager Attendant Console does not automatically send the calls to an attendant. When an attendant answers a call, Cisco CallManager Attendant Console removes the call from the Broadcast Calls window and displays it in the Call Control window of the attendant who answered the call.

You can specify the following values for each broadcast hunting pilot point:

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

Hold Time - This field specifies the maximum time (in seconds) that Cisco CallManager Attendant Console keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

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)

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

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1144562

Hope this helps!

Rob

Actions

This Discussion