UNITY 5.X call queuing

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Jan 7th, 2008
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hi there,

i have request from a customer and not too sure of how this should or could work.

We are going to use Unity 5.x in a UM environment. it will also do the AA. now when a PSTN caller comes in, they hit the AA and presses a number to go to a department. each of those departments are in a hunt so im directing the call to the hunt. now the client wants the PSTN caller to hear MOH instead of ringing to each extension. basically, the will hear ÿour call is important please hold the line"then plays MOH and when the first user answers the phone it then does the transfer

is this possible? ive done this before with IPCC but not with UNITY. i did see one option was using AC but that may not fit into this environment.

thanks in advance

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Overall Rating: 4 (2 ratings)
smahbub Fri, 01/11/2008 - 14:37
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Enable the micro trace diagnostics when you are troubleshooting problems with specific Cisco Unity components. For example, if there are AvWav errors in the Event log, enable the AvWav diagnostics. However, keep in mind that running diagnostics can affect system performance and hard drive space.

To Enable Micro Trace Diagnostics


Step 1 On the Windows Start menu, click Programs > Cisco Unity > Cisco Unity Diagnostic Tool. The Cisco Unity Diagnostic Viewer window appears.

Step 2 In the right pane of the Cisco Unity Diagnostic Viewer window, click the Configure Micro Traces icon. The Configure Micro Traces wizard appears.

Step 3 On the Welcome page, click Next.

Step 4 On the Configure Micro Traces page, check the check boxes to select the component traces and the trace levels that you want to enable.

Step 5 Click Next.

Step 6 On the Completing page, click Finish.

Step 7 In the right pane of the Cisco Unity Diagnostic Viewer window, click the Start New Log Files icon.

Step 8 Reproduce the problem.

Tommer Catlin Fri, 01/11/2008 - 15:13
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You will not be able to do this in Unity. Unity does not do queuing. Basically, Unity hands the call to CallManager. Sits in the hunt group ringing x times, then back to Unity if you like (play a call handler that says your call is important) then have the call sent back to the hunt group.

I would recommend IPCC express for this type. Trying to hodge podge it together with Unity

dennisbehrens Sun, 01/13/2008 - 15:30
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Unfortunately, Unity does not do call queueing. It will, however, play music on hold and prompt the user to continue holding. In the Call Transfer settings, you can choose either "release to switch" or "supervise transfer". If you choose supervise transfer, you can select the option to "always hold" if busy. This will play a prompt to the user and have them hold.

I would suggest using UCCX (IPCC) instead of Unity for this. Unity won't allow custom greetings. It will also make the user press a button to continue holding. If they don't press the button, it won't continue to hold (very annoying).

Best of luck,


a.gooding Sun, 01/13/2008 - 16:07
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thanks for all the responses. ill advise the customer accordingly.


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