CFwdAll on line group member

d-cardwell · ‎04-09-2008

Hi,

I have three users in a top down line group, even if the first person has CFwdAll setup (to VM or another DN), their phone rings.

Assuming extns 101, 102 and 103, this can be annoying if 101 and 102 are at lunch (with CFwdAll set to VM) as callers must wait 20 seconds while the call rings on the first two lines before reaching somebody who can answer it at 103.

According to the link below â€œHunting thus ignores the Call Forward No Answer (CFNA) or Call Forward Busy (CFB) settings for the attempted party.â€ That is fine as I do not want the call to end up at the users VM, however would have thought it would treat the line as â€œNot Availableâ€ or â€œBusyâ€ and try the next member (as per the configuration for both those options).

Is there any way to have hunt list members skipped if they have forwarding setup?

Additional info:

This is on CCM 4.1(3)sr4d. The hunt pilot points to a hunt list with a single line group configured; that line group has three members with RNA reversion of 10 seconds and a top down distribution, all of the hunt options are set to â€œTry next member; then, try next hunt listâ€

Link for above quote:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/4_1_3/ccmsys/a03rp.html

Thanks in advance for help,

Dave

Rob Huffman · ‎04-09-2008

Hi Dave,

You have really done your homework here :) Sadly the reference to "Ignoring CFNA etc. also applies to CFWDALL as well, as you have discovered. So until you upgrade to CCM 4.2 or CCM 6.x which have the Hunt Group Log Out feature you have some very limited options;

Log Out of Hunt Groups

The Log Out of Hunt Groups feature allows phone users to log their phones out from receiving calls that get routed to directory numbers that belong to line groups to which the phone lines are associated. Regardless of the phone status, the phone rings normally for incoming calls that are not calls to the line group(s) that are associated with the phone. The phone provides a visual status of the login state, so the user can determine by looking at the phone whether they are logged in to their line group(s).

The Log Out of Hunt Groups feature also comprises the following components:

The HLog softkey allows a phone user to log a phone out of all line groups to which the phone directory numbers belong. Configure the HLog softkey in the Softkey Layout Configuration window. When the user presses the HLog softkey, the phone screen displays "Logged out of Hunt Group." When the user presses the HLog softkey again to log back in and receive hunt group calls, the "Logged out of Hunt Group" notification on the phone screen clears.

The Hunt Group Logoff Notification service parameter in the Clusterwide Parameters (Device - Phone) section of the Service Parameters Configuration window for the Cisco CallManager service must be configured to enable this feature.

The Log Out of Hunt Groups feature, which is device-based, operates differently for non-shared lines and for shared lines.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/prod_release_note09186a00805f1470.html#wp2440103

In the CCM 4.1.x and 5.x trains there is really not an equivilant feature. The best you can do is probably using AC Hunt or play with the RNA Reversion Timers (I would try 4-5 seconds. The other trick would be to have Ext 101 call 102 right before they go for lunch and leave the call connected thus tricking the Hunt Algorithm :(

....continued on next page

Rob Huffman · ‎04-09-2008

....from previous page

If you are going with the AC setup, use the AC User plus Line Number method (line member) which supports Login/Logout. It sounds like the Broadcast Hunting method might be a nice fit for this. Have a look;

**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.

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.

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

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 CallManager Attendant Console routes calls to the "always route" hunt group member that i s specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco CallManager Attendant Console drops the call when the queue size limit is reached.

Hold Time - This field specifies the maximum time (in seconds) that Cisco CallManager Attendant Console 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.

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

d-cardwell · ‎04-09-2008

Hi Rob,

Thanks for the thorough reply. Upgrading will not realy be an option for this customer. So I will have to look into the other options (already determined that pickup group will not work).

Thanks

Dave