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ephone-hunt group not hunting

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.

1 ACCEPTED SOLUTION

Accepted Solutions

ephone-hunt group not hunting

Just a correction to what I posted

Hunt-pilot dosn't work and behaves as you mentioned (first call rings all and second gives fast busy).

..but calls to 439 (overlaying dn) work as I told you.

First call rings all and second call goes to other phone (second line)

HTH

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"
17 REPLIES
Hall of Fame Super Red

Re: ephone-hunt group not hunting

Hi Jim,

I can't find anywhere that notes that overlaid DN's aren't supported in

ephone-hunt group configs but the only way I could see this working

is if the system would allow this change;

ephone-hunt 4 longest-idle

pilot 303

list 313,313,313

final 8161

timeout 30

description IT HG

Cheers!

Rob

New Member

Re: ephone-hunt group not hunting

Hi Rob,

No joy with that:

UC560(config-ephone-hunt)#list 313 313 313

Number 313 appears more than once in list.

The other hunt groups I have do hunting fine with a single number in the list, which is the odd thing. Their show ephone-hunt X outputs don't look different in any unexpected way.

The effect I'm looking for is described at http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmecover.html#wp1099687 - it all works if I give each DN a different extension number but the documentation suggests that shouldn't be necessary.

ephone-hunt group not hunting

Hi Jim.

In your original config try to add huntstop channel i your ephone-dn.

Your config should be as follow

phone-dn  109

number 313

huntstop channel

label IT

name IT

no huntstop

!

!

ephone-dn  110

number 313

huntstop channel

label IT

name IT

preference 1

!

!

ephone-dn  111

number 313

huntstop channel

label IT

name IT

preference 2

HTH

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

Hi Carlo,

They're single line DNs so this is not allowed:

UC560(config-ephone-dn)#huntstop channel

Dual-line mode is required

Is it worth trying with dual-line DNs even though this (http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/command/reference/cme_e1ht.html#wp1065555) says it's not appropriate to use them for huntgroups?

Anyone know any useful debug commands to try and potentially see where it is falling over in real-time?

ephone-hunt group not hunting

Hi Jim.

I tried the following config in my LAB and it works fine.

ephone-dn  1

number 430

label Agent1

name Agent1

!

!

ephone-dn  2

number 431

label Agent2

name Agent2

!

!

ephone-dn  9

number 439

label HG

name HG

no huntstop

!

!

ephone-dn  10

number 439

label HG

name HG

no huntstop

!        

!        

ephone  1

mac-address 001A.6D2A.9C22

type 7940

button  1:1 2o9,10

!        

!        

!        

ephone  2

mac-address 0011.21D8.9A19

type 7940

button  1:2 2o9,10

!        

!        

ephone-hunt 1 longest-idle

pilot 438

list 439

When I call 439 firs call falls on 430 and second in 431.

You can try it and let me know.

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"

ephone-hunt group not hunting

Just a correction to what I posted

Hunt-pilot dosn't work and behaves as you mentioned (first call rings all and second gives fast busy).

..but calls to 439 (overlaying dn) work as I told you.

First call rings all and second call goes to other phone (second line)

HTH

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

Thanks Carlo,

That makes sense. Although, it sounds like by dialling 439 you are bypassing the ephone-hunt group config altogether (is it even required?) - how would you go about implementing a "final" number to fall back to if all the agents are busy, or a timeout for the same if they are not answering.

Re: ephone-hunt group not hunting

Hi Jim.

No ephone-hunt will be no longer necessary.

Using my config I would apply a call forward rule both for unanswered  and busy calls

ephone-dn  9

number 439

label HG

name HG

no huntstop

call-forward noan 8161 timeout 15

call-forward busy 8161

HTH

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

Which dn would you configure those forwards on? I guess you would use preferences and then place it on the least preferred one?

Re: ephone-hunt group not hunting

As you can see in my last post, call forward is configured on shared (overlaying) dn.

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

Sure, but in your previous example, both ephone-dn 9 and 10 are shared and overlaid. Which one of those would you put the forward on?

Re: ephone-hunt group not hunting

Sorry.

Being a "shered line"  on both dn will apply call forward rules.

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

Sorry if I'm being stupid - are you saying the forwarding needs to be applied on both, or that applying it on one will work for all the shared dns.

I would have thought that applying it on only one would mean it didn't take effect if that dn was in use at the time and the call was therefore ringing on one of the alternative dns?

Re: ephone-hunt group not hunting

Hi Jim.

Sorry for my bad Explanation

Yes call forward rules have to be applied on both shared line ephone-dn 9 and ephone-dn 10

Thanks

Regards

Carlo

Please rate all helpful posts "The more you help the more you learn"
New Member

Re: ephone-hunt group not hunting

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

New Member

Re: ephone-hunt group not hunting

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?

Hall of Fame Super Red

ephone-hunt group not hunting

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.

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.

template-tag—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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

You can enter any of the keywords in any order.

Default is all soft keys are displayed in alphabetical order.

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.

phone-tag—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

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