Log off from ip phones

Answered Question
Dec 11th, 2007

Hi all

I've got a CME with B-ACD service running, one hunt group with 4 first level technician awsering the calls on 7912's.

Technicians finish they work in different hours and when they gone, the phone still ringing couse the DN is on the B-ACD hunt group.

How can the technicians "log of" from the ip phone, so it goes of the hunt group and stop ringing?

There's one way to do such thing?

Thx

I have this problem too.
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Correct Answer by rob.huffman about 9 years 19 hours ago

Hi Rafael,

You would normally use the HLog Softkey to Login/Logout the Tech's accordingly. When all the Tech's are Logged Out the B-ACD Hunt call can be routed to an Alternate Extension number like voicemail;

Agent Status Control

The Agent Status Control feature allows ephone-hunt-group agents to control whether their phones are in the ready or not-ready status. A phone in the ready status is available to receive calls from the hunt group. A phone in the not-ready status blocks calls from the hunt group. Agents should use the not-ready status for short breaks or other temporary interruptions during which they do not want to receive hunt-group calls.

Agents use the HLog soft key or the DND soft key to put a phone into the not-ready status. When the HLog soft key is used to put a phone in the not-ready status, it does not receive hunt group calls but can receive other calls. If the DND soft key is used, the phone does not receive any calls until it is returned to the ready status. The HLog and DND soft keys toggle the feature: if the phone is in the ready status, pressing the key puts the phone in the not-ready status and vice-versa.

The DND soft key is visible on phones by default, but the HLog soft key must be enabled in the configuration using the hunt-group logout command, which has the following options:

•HLog-Enables both an HLog soft key and a DND soft key on phones in the idle, seized, and connected call states. When you press the HLog soft key, the phone is changed from the ready to not-ready status or from the not-ready to ready status. When the phone is in the not-ready status, it does not receive calls from the hunt group, but it is still able to receive calls that do not come through the hunt group (calls that directly dial its extension). The DND soft key is also available to block all calls to the phone if that is the preferred behavior.

•DND-Enables only a DND soft key on phones. The DND soft key also changes a phone from the ready to not-ready status or from the not-ready to ready status, but the phone does not receive any incoming calls, including those from outside hunt groups.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmecover.html#wp1130731

A Cisco Unified CME B-ACD hunt group is an ephone hunt group that has been configured without the final command. The final destination for a call in an ephone hunt group used with the B-ACD service is determined by the configuration of the B-ACD service and is controlled by the call-queue service rather than by the hunt group configuration.

It is important to note that, while the hunt group configuration specifies the type of hunt group and its membership, the B-ACD service controls call queuing and the alternate destination of B-ACD calls when a hunt group is unavailable.

Alternate Destination for Unavailable Hunt Groups

Calls are diverted to an alternate destination in two circumstances:

•The hunt group to which a call has been transferred is unavailable because all members are logged out or in do-not-disturb (DND) mode.

•The call-queue maximum retry timer has expired.

The alternate destination can be any number at which you can assure call coverage, such as a voice-mail number, a permanently staffed number, or a number that rings an overhead night bell. After a call is diverted to an alternate destination, it is no longer controlled by the B-ACD service. This parameter is set with the param voice-mail command.

The B-ACD call-queue service relinquishes control of a call only when the alternate destination answers the call.

If you send calls to a voice-mail system as an alternate destination, be sure to set up the voice-mail system as specified in the documentation for the system

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html

Hope this helps!

Rob

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Correct Answer
rob.huffman Tue, 12/11/2007 - 05:57

Hi Rafael,

You would normally use the HLog Softkey to Login/Logout the Tech's accordingly. When all the Tech's are Logged Out the B-ACD Hunt call can be routed to an Alternate Extension number like voicemail;

Agent Status Control

The Agent Status Control feature allows ephone-hunt-group agents to control whether their phones are in the ready or not-ready status. A phone in the ready status is available to receive calls from the hunt group. A phone in the not-ready status blocks calls from the hunt group. Agents should use the not-ready status for short breaks or other temporary interruptions during which they do not want to receive hunt-group calls.

Agents use the HLog soft key or the DND soft key to put a phone into the not-ready status. When the HLog soft key is used to put a phone in the not-ready status, it does not receive hunt group calls but can receive other calls. If the DND soft key is used, the phone does not receive any calls until it is returned to the ready status. The HLog and DND soft keys toggle the feature: if the phone is in the ready status, pressing the key puts the phone in the not-ready status and vice-versa.

The DND soft key is visible on phones by default, but the HLog soft key must be enabled in the configuration using the hunt-group logout command, which has the following options:

•HLog-Enables both an HLog soft key and a DND soft key on phones in the idle, seized, and connected call states. When you press the HLog soft key, the phone is changed from the ready to not-ready status or from the not-ready to ready status. When the phone is in the not-ready status, it does not receive calls from the hunt group, but it is still able to receive calls that do not come through the hunt group (calls that directly dial its extension). The DND soft key is also available to block all calls to the phone if that is the preferred behavior.

•DND-Enables only a DND soft key on phones. The DND soft key also changes a phone from the ready to not-ready status or from the not-ready to ready status, but the phone does not receive any incoming calls, including those from outside hunt groups.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmecover.html#wp1130731

A Cisco Unified CME B-ACD hunt group is an ephone hunt group that has been configured without the final command. The final destination for a call in an ephone hunt group used with the B-ACD service is determined by the configuration of the B-ACD service and is controlled by the call-queue service rather than by the hunt group configuration.

It is important to note that, while the hunt group configuration specifies the type of hunt group and its membership, the B-ACD service controls call queuing and the alternate destination of B-ACD calls when a hunt group is unavailable.

Alternate Destination for Unavailable Hunt Groups

Calls are diverted to an alternate destination in two circumstances:

•The hunt group to which a call has been transferred is unavailable because all members are logged out or in do-not-disturb (DND) mode.

•The call-queue maximum retry timer has expired.

The alternate destination can be any number at which you can assure call coverage, such as a voice-mail number, a permanently staffed number, or a number that rings an overhead night bell. After a call is diverted to an alternate destination, it is no longer controlled by the B-ACD service. This parameter is set with the param voice-mail command.

The B-ACD call-queue service relinquishes control of a call only when the alternate destination answers the call.

If you send calls to a voice-mail system as an alternate destination, be sure to set up the voice-mail system as specified in the documentation for the system

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html

Hope this helps!

Rob

rob.huffman Tue, 12/11/2007 - 06:11

Hi Rafael,

You are most welcome my friend! Glad to be of some small help here.

Take care,

Rob

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