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New Member

Call Hold Queue

I have a helpdesk user that needs to have the ability to queue calls as they come in. I have looked at the Auto Attendant and think that it might be overkill. If anyone has any ideas, please let me know. I am using Call Manager version 4.1(3) and Unity version 4.0(4).

Thanks in advance,

Larry

2 REPLIES
Gold

Re: Call Hold Queue

How many agents do u have and how many calls do u expect at a given point of time. One of the options would be to use Broadcast Hunting on CallManager. Check http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html

New Member

Re: Call Hold Queue

Hi Larry,

Have you had a look at B-ACD for CME?

http://www.cisco.com/en/US/partner/products/sw/voicesw/ps4625/products_configuration_guide_chapter09186a00805f22e9.html

It doesn't interact with CCM directly but you could setup a CME router as an H.323 gateway in CCM and deliver calls back and forward between the 2 systems using H.323. The main problem would be the lack of visibility of calls in the queue.

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