Buy or Renew
Buy or Renew
Cisco + Splunk: Itā€™s a new day for your data. Learn more.
Ā 
cancel
Turn on suggestions
Auto-suggest helps you quickly narrow down your search results by suggesting possible matches as you type.
Showing results forĀ 
Search instead forĀ 
Did you mean:Ā 
cancel
Start a conversation
4538
Views
0
Helpful
17
Replies

ephone-hunt group not hunting

Go to solution
jimmcwoftam
Level 1
Level 1

ā€Ž12-08-2011 08:53 AM - edited ā€Ž03-16-2019 08:27 AM

I have a Cisco UC560 with Call Manager Express/IOS 15.1(2)T2 and am trying to configure an ephone-hunt group using multiple ephone-dns with the same number, statically overlaid onto the secondary line of agents' phones. The relevant config is as follows:

ephone-dn  109

number 313

label IT

name IT

no huntstop

!

!

ephone-dn  110

number 313

label IT

name IT

preference 1

no huntstop

!

!

ephone-dn  111

number 313

label IT

name IT

preference 2

no huntstop

!

!

ephone-hunt 4 longest-idle

pilot 303

list 313

final 8161

timeout 30

description IT HG

!

!

ephone  8

device-security-mode none

mac-address E8B7.4815.831C

max-calls-per-button 2

type 504G

button  1:22 2o109,110,111

!

ephone  9

device-security-mode none

mac-address E8B7.4815.8247

max-calls-per-button 2

type 504G

button  1:24 2o109,110,111

!

ephone  10

device-security-mode none

mac-address E8B7.4815.65CC

max-calls-per-button 2

type 504G

button  1:25 2o109,110,111

!

!

Calls to 303 successfully ring on all agents phones, but after the first call is answered, any further calls to the hunt group receive busy treatment even though the other dns are free to take it; hunting doesn't take place. I have other ephone-hunt groups (1-3) with a similar configuration (but different dns and numbers) which work fine.

UC560#sh ephone-hunt 4

Group 4

    type: longest-idle

    pilot number: 303, peer-tag 20121

    list of numbers:

        313, aux-number A303A0300, # peers 3, logout 0, down 0

            on-hook time stamp 966942500, off-hook agents=0

            peer-tag  dn-tag  rna  login/logout  up/down

             [20120     111    0       login      up  ]

             [20119     110    0       login      up  ]

             [20118     109    0       login      up  ]

    only one agent available!

    final number: 8161

    preference: 0

    preference (sec): 7

    timeout: 30

    description: IT HG

    hops: 1

    E.164 register: yes

    auto logout: no

    stat collect: no

    callqueue display: continuously

    debug: no

I note it says only one agent available - why does it not recognise that there are effectively 3? Anyone have ideas? I have already tried setting the last dn to huntstop which doesn't help.

Labels:
0 Helpful
17 Replies 17

Go to solution
jimmcwoftam
Level 1
Level 1
In response to Carlo Poggiarelli

ā€Ž12-09-2011 07:31 AM

Thanks very much. I think I have enough information to do what I want now.

0 Helpful

Go to solution
jimmcwoftam
Level 1
Level 1
In response to jimmcwoftam

ā€Ž12-12-2011 02:26 AM

Sorry, one more thing.  The default do-not-disturb button behaviour I'm getting with this setup seems undesirable. When the phone is on the hook and put into DND "mode" by pressing the DND button, behaviour is correct: hunt group calls are visible on-screen but do not ring that phone. All other phones in the group (i.e. with those overlays) ring OK.

However, when the phone is actually ringing, DND is an option on-screen. If an agent does not want to be disturbed and presses it and a call-forward noan is configured the call is immediately treated as a no-answer and forwarded, rather than just silencing it and giving other agents a chance to answer. When no call-forward noan is configured, the behaviour is correct.

Any ideas how to get around this other than getting rid of the no answer timeout (which I don't want to do), or do you just have to use a proper hunt group instead of the overlays?

0 Helpful

Go to solution
Rob Huffman
Hall of Fame
Hall of Fame

ā€Ž12-12-2011 06:44 AM

Hi Jim,

You may ultimately prefer using a straight up Hunt Group setup, you could

probably mitigate the DND issue by changing the "Ringing" config on the

Softkey Template and removing the DND option 

SUMMARY STEPS

1. enable

2. configure terminal

3. ephone-template template-tag

4. softkeys alerting {[Acct] [Callback] [Endcall]}

5. softkeys connected {[Acct] [ConfList] [Confrn] [Endcall] [Flash] [Hlog] [Hold] [Join] [LiveRcd] [Park] [RmLstC] [Select] [TrnsfVM] [Trnsfer]}

6. softkeys hold {[Join] [Newcall] [Resume] [Select]}

7. softkeys idle {[Cfwdall] [ConfList] [Dnd] [Gpickup] [Hlog] [Join] [Login] [Newcall] [Pickup] [Redial] [RmLstC]}

8. softkeys remote-in-use {[CBarge] [Newcall]}

9. softkeys ringing {[Answer] [Dnd] [HLog]}

10. softkeys seized {[CallBack] [Cfwdall] [Endcall] [Gpickup] [Hlog] [MeetMe] [Pickup] [Redial]}

11. exit

12. ephone phone-tag

13. ephone-template template-tag

14. end

DETAILED STEPS
Command or Action
Purpose

Step 1 

enable

Example:

Router> enable

Enables privileged EXEC mode.

ā€¢Enter your password if prompted.

Step 2 

configure terminal

Example:

Router# configure terminal

Enters global configuration mode.

Step 3 

ephone-template template-tag

Example:

Router(config)# ephone-template 15

Enters ephone-template configuration mode to create an ephone template.

ā€¢template-tagā€”Unique identifier for the ephone template that is being created. Range is 1 to 20.

Step 4 

softkeys alerting {[Acct] [Callback]  [Endcall]}

Example:

Router(config-ephone-template)# softkeys  alerting Callback Endcall

(Optional) Configures an ephone template for soft-key display during the alerting call state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 5 

softkeys connected {[Acct] [ConfList]  [Confrn] [Endcall] [Flash] [Hlog] [Hold]  [Join] [LiveRcd] [Park] [RmLstC] [Select]  [TrnsfVM] [Trnsfer]}

Example:

Router(config-ephone-template)# softkeys  connected Endcall Hold Transfer Hlog

(Optional) Configures an ephone template for soft-key display during the call-connected state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 6 

softkeys hold {[Join] [Newcall] [Resume]  [Select]}

Example:

Router(config-ephone-template)# softkeys  hold Resume

(Optional) Configures an ephone template for soft-key display during the call-hold state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 7 

softkeys idle {[Cfwdall] [ConfList] [Dnd]  [Gpickup] [Hlog] [Join] [Login] [Newcall]  [Pickup] [Redial] [RmLstC]}

Example:

Router(config-ephone-template)# softkeys  idle Newcall Redial Pickup Cfwdall Hlog

(Optional) Configures an ephone template for soft-key display during the idle state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 8 

softkeys remote-in-use {[CBarge]  [Newcall]}

Example:

Router(config-ephone-template)# softkeys  remote-in-use CBarge Newcall

Modifies the order and type of soft keys that display on an IP phone during the remote-in-use call state.

Step 9 

softkeys ringing {[Answer] [Dnd] [HLog]}

Example:

Router(config-ephone-template)# softkeys  ringing Answer Dnd Hlog

(Optional) Configures an ephone template for soft-key display during the ringing state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 10 

softkeys seized {[CallBack] [Cfwdall]  [Endcall] [Gpickup] [Hlog] [MeetMe]  [Pickup] [Redial]}

Example:

Router(config-ephone-template)# softkeys  seized Endcall Redial Pickup Cfwdall Hlog

(Optional) Configures an ephone template for soft-key display during the seized state.

ā€¢You can enter any of the keywords in any order.

ā€¢Default is all soft keys are displayed in alphabetical order.

ā€¢Any soft key that is not explicitly defined is disabled.

Step 11 

exit

Example:

Router(config-ephone-template)# exit

Exits ephone-template configuration mode.

Step 12 

ephone phone-tag

Example:

Router(config)# ephone 36

Enters ephone configuration mode.

ā€¢phone-tagā€”Unique sequence number that identifies this ephone during configuration tasks.

Step 13 

ephone-template template-tag

Example:

Router(config-ephone)# ephone-template 15

Applies an ephone template to the ephone that is being configured.

Step 14 

end

Example:

Router(config-ephone)# end

Returns to privileged EXEC mode.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmesoftk.html#wp1010972

Cheers!

Rob

Please remember to tag your threads and help support "Teachers without Borders"

https://supportforums.cisco.com/community/netpro/idea-center/communityhelpingcommunity

0 Helpful
Getting Started

Find answers to your questions by entering keywords or phrases in the Search bar above. New here? Use these resources to familiarize yourself with the community:

Customers Also Viewed These Support Documents