i wonder if CCM 5 and above built in can handle basic call queuing feature. i dont have IPCC or unity . i have 3 reservation persons who answer reservations calls and if all of them is busy or not answer to play message to caller or play at least the music on hold till one agent be free and answer them. i was working for AVAYA system and to have basic acd or queue no need for addiotional server or hardware. its even built in for small to built Bussiness site which they dont need a call center or enhaced queuing . just play music on hold while the guys busy or a annoucment.
One way to do this would be to use AC (Attendant Console) Hunt with queuing, rather than Hunt Pilot/Line Group style hunting;
Understanding Call Queuing
You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. The caller receives music on hold while in the queue. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.
You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size 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 that is 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. The hold time 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 "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.
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;
Hope this helps!
PS: I think there might be something coming down the line in CCM 7.x for this type of built-in setup as well :)