Hunt Pilot greeting

Unanswered Question
Jun 22nd, 2008

Hi,

We have a Call Manager version 4.1.3 with Unity 4.2 and would like to accomplish the below:

1. Calls routed to a Hunt Pilot to get a message if no extention in the group is available and then route the call back to the Pilot (just like a simple queue)

2. Calls to the HUnt Pilot on Holidays and Non-Working hours to get a message without ringing to the Pilot.

I have read that #1 can be resolved with the Attendant Console Broadcast Hunting. It that true?

./G

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Rob Huffman Mon, 06/23/2008 - 05:08

Hi George,

For question #1 this would work with AC (Attendant Console) Hunt with queuing, for question #2 if the AC Users logout at the end of the day then the calls will route to the "always route member" which would normally be configured as the Unity Pilot #. This way you can control when the After Hours and Holiday Greeting is played;

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 (can be a message recorded as MOH)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.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1224095

**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.

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.

The queued calls appear in the Broadcast Calls window on the attendant PC.

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 is 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.

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

g-georgiou Mon, 06/23/2008 - 05:24

Hi Rob,

That is a very useful response. I will try that within the next week and let you know.

Thanks,

./G

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