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Attendant Console queuing with no agents logged in

Unanswered Question
Apr 5th, 2012
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Hey, we are using Attendant Console with UCM 7.1 (not the new ArcConsole). We have 5 minute queue, 32 slots with music playing while attendants handle calls. We have an always route member which goes to a Unity Connection auto attendant for options to route to specific locations or leaving a message. This works great if the queue fills out or times out when reception is busy.


However, when all attendants log out we want the always route member to get called immediately. What happens though, is that the hold music plays for the 5 minute timeout before routing to the auto attendant. Even though there are no attendants logged in.


Is there a way to fix this so that always route DN gets called immediately with no agnets logged in?


Thanks!

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Rob Huffman Thu, 04/05/2012 - 12:12
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Hi Graham,


Are you using the "user with Line/user member" method shown below?


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/docs/voice_ip_comm/cucm/admin/5_0_4/ccmfeat/fsccmac.pdf



Cheers!

Rob

graham.fleming Thu, 04/05/2012 - 12:22
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Hi Rob,


We have 4 entries in our pilot point for routing (as per your referenced PDF):

     - The first three entries are "Attendant console user plus a line number"

     - The last entry is a "Directory number (device member)"

The idea is when all of the three AC users are logged out that the DN is called immediately without the 5 minute queue music being played. However, this doesn't happen and users are forced to hear 5 minutes of music before calling the DN when all of the attendants are logged out.

Rob Huffman Thu, 04/05/2012 - 13:39
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Hi Graham,


I believe it's that 4th entry that is causing this issue. I would try removing it and see if the calls

route immediately to the Always Route DN (Unity Connection) when the other 3 are logged out


Cheers!

Rob

graham.fleming Thu, 04/05/2012 - 15:57
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Hi Rob, sorry for not being clear. That 4th entry *IS* our always route DN (unity connection). So we only have 3 users in the list and then the always route to connection.

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