call mgr 5.1 attendant hunt member

Unanswered Question
Jan 9th, 2008

I have a simple attendant application. one receptionist with 2 lines. both lines are in att hunt as directory members.

if queue is enabled, and both reception lines are busy will caller go into queue even if there is a "always route" vm member?

Also, what happens if receptionist does not answer the call?

Does it ring forever? or do i need to configure no-ans fwd on the line?

thanks

Rob

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Rob Huffman Wed, 01/09/2008 - 07:30

Hi Rob,

Hope all is well with you! I'm guessing that you must be planning to use Broadcast Hunting with AC to accomplish the Queueing functionality. Here is the related info;

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.

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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.

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The queued calls appear in the Broadcast Calls window on the attendant PC. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Device Pool window.

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

You configure broadcast hunting for a pilot point by using the Attendant Console Configuration Tool. 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 TCD routes calls to the "always route" hunt group member 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.

•Hold Time-This field 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 the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

From this good doc (for 4.1(3) but still applicable)

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/4_1_3/ccmfeat/fsccmac.html#wp1144539

Hope this helps!

Rob

rvincent Wed, 01/09/2008 - 08:25

Rob;

thanks.

So I need to use broadcast hunt w/queue??

Even with that, what would happen if receptionist just doesn't answer call?

Rob

Rob Huffman Wed, 01/09/2008 - 11:27

Hi Rob,

Yes, to acheive Queueing you must use the Broadcast Hunt Algorithm. It is best for the AC User/Receptionist to use the Logout feature when not available to take calls, but if they just didn't answer, the caller would be Queued up until the "Hold Time" was reached and then they would route to the "Always Route Memeber" which is generally Voicemail.

Hope this helps!

Rob

•Hold Time-This field 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 the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

rvincent Wed, 01/09/2008 - 13:18

Rob

thanks - i got it.

still wondering what happens if you're using one of the other hunt types and the call goes unanswered

Rob

Rob Huffman Wed, 01/09/2008 - 17:16

Hi Rob,

You are most welcome! In the other AC Hunt types like Longest Idle, Circular etc. once the call is presented to the Receptionist it will ring forever :( 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.

There are also Forward No Answer and other Call Forward settings available on the Hunt Pilot in the Standard Hunt Pilot/Line Group configuration.

Hope this helps!

Rob

rvincent Thu, 01/10/2008 - 06:17

Rob

thats what I was thinking..

If you use a standard hunt then you lose the queue feature - yes??

thanks

Rob

Rob Huffman Thu, 01/10/2008 - 06:23

Hi Rob,

Yes, you would lose the Queue feature :( This is really a bit of a either/or type of decision.

Sorry man!

Rob

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