×

Warning message

  • Cisco Support Forums is in Read Only mode while the site is being migrated.
  • Cisco Support Forums is in Read Only mode while the site is being migrated.

Forward calls to UCCX queue

Unanswered Question
Mar 6th, 2014
User Badges:

Is it possibble to forward a directory number to a UCCX call queue in UCM 8.6?


We have a number being used as a receptionist number, and when that person is on break or another call and can't answer an incoming call, the business unit wants to forward the call to a UCCX call queue where multiple agents can respond.


Any direction would be most helpful?


Thanks..


J                  

  • 1
  • 2
  • 3
  • 4
  • 5
Overall Rating: 0 (0 ratings)
Loading.
garethpeart Thu, 03/06/2014 - 10:52
User Badges:
  • Bronze, 100 points or more

Joe,


You can forward calls to a UCCX trigger as long as the cfa css can reach the number. You might also want to explore the option of a call handler (if you have unity/unity connection) to give your callers the option to go into the queue or leave a message.


Gareth

Joe Della Valle Thu, 03/06/2014 - 11:06
User Badges:

Gareth,


The CSS is s et to an internal CSS, we try another CSS but it didn't work?


So, if the calls are coming from and external number, do we need to set the CSS to one that can accept external calls?


Is this what we're saying here?


We have an International and Long Distance CSS in the system, should we try one of those?

garethpeart Thu, 03/06/2014 - 11:35
User Badges:
  • Bronze, 100 points or more

Nope... you should be forwarding to an internal number, but depending on what partition the DID for the trigger is on, you have to make sure that the call forward CSS has that partition associated to it.


Gareth

Chris Deren Thu, 03/06/2014 - 15:46
User Badges:
  • Super Silver, 17500 points or more
  • Hall of Fame,
  • Cisco Designated VIP,

    2017 IP Telephony, Contact Center, Unified Communications

You need to ensure that the forwarding CSS not only has access to the partition of the CTI RP, but also partition of the CTI ports used for the integration.


HTH,


Chris

Nishant Savalia Fri, 03/07/2014 - 00:24
User Badges:
  • Silver, 250 points or more

Hi Joe,


Please have a look at below requirement.


#

Call Forward and Call Pickup Settings

#

Calling Search Space Activation Policy

#

Three possible values exist for this option:

#

Use System  Default

#

With Configured  CSS

#

With Activating  Device/Line CSS

#

If you select the With Configured CSS option, the Forward All Calling Search Space that is explicitly configured in  the Directory Number Configuration window controls the forward all activation  and call forwarding. If the Forward All Calling Search Space is set to None, no  CSS gets configured for Forward All. A forward all activation attempt to any  directory number with a partition will fail. No change in the Forward All  Calling Search Space and Secondary Calling Search Space for Forward All occurs  during the forward all activation.

#

If you prefer to utilize the combination of the Directory  Number Calling Search Space and Device Calling Search Space without explicitly  configuring a Forward All Calling Search Space, select With  Activating Device/Line CSS for the Calling Search Space Activation Policy.  With this option, when Forward All is activated from the phone, the Forward All  Calling Search Space and Secondary Calling Search Space for Forward All  automatically gets populated with the Directory Number Calling Search Space and  Device Calling Search Space for the activating device.

#

With this configuration (Calling Search Space Activation  Policy set to With Activating Device/Line), if the Forward All Calling Search  Space is set to None, when forward all is activated through the phone, the  combination of Directory Number Calling Search Space and activating Device  Calling Search Space gets used to verify the forward all attempt.

#

If you configure the Calling Search Space Activation Policy  to Use System Default, then the CFA CSS Activation Policy cluster-wide service  parameter determines which Forward All Calling Search space will be used. If the  CFA CSS Activation Policy service parameter gets set to With Configured CSS,  then Forward All Calling Search Space and Secondary Calling Search Space for  Forward All will be used for Call Forwarding. If CFA CSS Activation Policy  service parameter gets set to With Activating Device/Line CSS, then Forward All  Calling Search Space and Secondary Calling Search Space for Forward All will be  automatically populated with the Directory Number Calling Search Space and  Device Calling Search Space for the activating device.

##

CFA CSS Activation Policy Service Parameter

#

Ensure the CFA CSS Activation Policy service parameter that  displays in the Clusterwide Parameters (Feature - Forward) section of the  Service Parameter Configuration window is set correctly for call forward all to  work as intended. The parameter includes two possible values:

#

With Configured  CSS (default)

#

With Activating  Device/Line CSS

#

When the Calling Search Space Activation Policy is set to Use  System Default, the value of the CFA CSS Activation Policy service parameter  gets used to determine the Call Forward All CSS.

#

When the option With Configured CSS is selected, the primary  and secondary CFA Calling Search Space get used. When the option With Activating  Device/Line CSS is selected, the primary and secondary CFA Calling Search Space  get updated with primary line Calling Search Space and activating Device Calling  Search Space.

#

By default, the value of the CFA CSS Activation Policy  service parameter is set to With Configured CSS.

#

See Service Parameters  Configuration for information on accessing and configuring service  parameters.

#

Roaming

#

When a device is roaming in the same device mobility group,  Cisco Unified Communications Manager uses the Device Mobility CSS to reach the  local gateway. If a user sets Call Forward All at the phone, the CFA CSS is set  to None, and the CFA CSS Activation Policy is set to With Activating Device/Line  CSS, then:

#

The Device CSS  and Line CSS get used as the CFA CSS when the device is in its home location.

#

If the device is  roaming within the same device mobility group, the Device Mobility CSS from the  Roaming Device Pool and the Line CSS get used as the CFA CSS.

#

If the device is  roaming within a different device mobility group, the Device CSS and Line CSS  get used as the CFA CSS.

#

Forward All

#

The settings in this row of fields specify the forwarding  treatment for calls to this directory number if the directory number is set to  forward all calls. The Calling Search Space field gets used to validate the  Forward All destination that is entered when the user activates Call Forward All  from the phone. This field also gets used to redirect the call to the Call  Forward All destination.

#

Specify the following values:

#

Voice Mail—Check  this check box to use settings in the Voice Mail Profile Configuration window.

#

Note When this check  box is checked, Cisco Unified Communications Manager ignores the settings in the  Destination box and Calling Search Space.

#

Destination—This  setting indicates the directory number to which all calls are forwarded. Use any  dialable phone number, including an outside destination.

#

Calling Search  Space—This setting applies to all devices that are using this directory number.





Regards,
Nishant Savalia

Actions

This Discussion

Related Content