Attendant Console with CCM 5.1(3) - No Answer Condition??

Answered Question
Nov 15th, 2007
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Is there a way to use a "ring-no-answer" condition in Attendant Console?? I have AC configured with a pilot point containing 6 users. When the call hits the first user and they don't answer, the call never hops to the next user in line (or available), it constantly rings. Can someone please confirm this is normal and/or a limitation to AC?


Thanks

Correct Answer by Rob Huffman about 9 years 5 months ago

Hi Ashley,


You are correct here :) If all the users (user/member) are logged out the caller should be routed to the "Always Route Member" immediately. This is basically a type of Night Service.


You need to verify that no one is actually logged in by mistake.


Rob

Correct Answer by Rob Huffman about 9 years 5 months ago

Hi Ashley,


This is one of the drawbacks of AC Hunt Groups :( If you were 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.


Because you are going with the AC setup, use the AC User plus Line Number method (line member) which does support Login/Logout. You must convince these 6 members to use the Login/Logout funtionality! Or perhaps go with the Broadcast method. 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 helps!

Rob


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Correct Answer
Rob Huffman Thu, 11/15/2007 - 07:49
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Hi Ashley,


This is one of the drawbacks of AC Hunt Groups :( If you were 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.


Because you are going with the AC setup, use the AC User plus Line Number method (line member) which does support Login/Logout. You must convince these 6 members to use the Login/Logout funtionality! Or perhaps go with the Broadcast method. 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 helps!

Rob


ashley.pearce Thu, 11/15/2007 - 07:52
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Thanks for your quick response Rob, i think i'll have to push for them to use offline/online button.


Ashley

Rob Huffman Thu, 11/15/2007 - 12:03
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Hi Ashley,


You are most welcome :) Glad to be of some small help!


Take care,

Rob

ashley.pearce Thu, 11/15/2007 - 13:34
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One last query.


I am finding that when no users are logged in, the pilot point still queues the call until the queue timer is reached. I was under the impression that if no users are logged in it should re-route to the 'always route member' immediately. Is this not the case??


Thanks.

Correct Answer
Rob Huffman Thu, 11/15/2007 - 15:49
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  • Super Blue, 32500 points or more
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Hi Ashley,


You are correct here :) If all the users (user/member) are logged out the caller should be routed to the "Always Route Member" immediately. This is basically a type of Night Service.


You need to verify that no one is actually logged in by mistake.


Rob

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