AC Queuing

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Sep 18th, 2007
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Hello, I am using CM 6 with the AC, so I hope that it is similar to the 5.X implementation of AC.


My customer is looking to queue calls after the 4th call comes in, which isnt difficult, but I would also like the call to go to an Call Handler in Unity after the attendant goes offline.


Currently when she goes offline all calls are queued, is it possible to accomplish this?


Please let me know.


Thanks,


Ohamien

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Rob Huffman Tue, 09/18/2007 - 13:10
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Hi Ohamien,


Hope all is well with you! You will need to use the "Always Route Member" to get the call to Unity when the Attendant goes offline;


Understanding Call Queuing


You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. The caller receives music on hold while in the queue. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.


You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size 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 hold time specifies the maximum time (in seconds) that Cisco TCD keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.


http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1224095



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

ouhakheme Tue, 09/18/2007 - 20:30
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You know, I really thought I tried that, because that made perfect sense in my mind at first, but I guess not. I will try again in the morning.


Thanks Rob.


Ohamien

Rob Huffman Fri, 09/21/2007 - 04:39
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Hi Ohamien,


Just to confirm that you are using this method (**(user member). My understanding is that if you use the Directory Number Only method some of these controlled functions won't work;


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


ouhakheme Fri, 09/21/2007 - 05:44
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I am using user members for all of the AC lines, in order to get the line to Unity, I am using a directory number that CFAs to VM.


I think that since that DN isn't registered on a phone that the system sees the line as busy/not available. Should I try this another way?


Thanks,


Ohamien

Rob Huffman Fri, 09/21/2007 - 05:54
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Hi Ohamien,


Yes, try making the Always Route Member the Unity Pilot # and only have User-Member combinations as the other Hunt Group participants.


Hope this helps!

Rob

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