How to set up call queuing for two users

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Sep 23rd, 2009
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Greetings all.


I've been asked to set up call queuing for two users. Here's how I'd like the solution to work. A call comes in; if both users are busy, I'd like the caller to have the option to hold or leave a message. I have call queuing set up and it works fine for one user, but I don't know how to make it work for two users responsible for answering the same extension.


I'm new to Cisco - we had a new phone system installed about 4 months ago - Call Manager 6 and Unity 5.


Do I set up hunting / CTI route point / call handler? Any advice would be greatly appreciated.


Thanks!

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Adam Thompson Thu, 09/24/2009 - 10:23
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Call Manager nor Unity support caller queuing by themselves. Unity will allow you to ask the caller if they want to leave a message by pressing a button, via a call handler, but is not able to put someone on hold until a resource is free. This all would happen before the caller is routed to a user.


You will most likely need to look at something like IPCC Express for this type of functionaltiy.


Look here for more information about the product line: http://www.cisco.com/en/US/products/sw/custcosw/ps1846/tsd_products_support_series_home.html


Thanks,

Adam


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