Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

Forward to external number from phone in Hunt Group

Our current call flow has incoming calls going into an AA that gives the option to dial my ext., dial by name, or to ring a hunt group.

This works perfectly fine. What I need to do is at the end of the day put all the hunt-group phones on DND except one, and have that one do a CFwdAll to an external number.

I've tried this, but the incoming calls just ring that phone and don't forward or anything.

Is there something I'm missing on my hunt-group configuration (attached) that will allow this - or is it just not supported?

I've looked at the Business Hour Settings and have created a script and all of that. But from what I can tell - there is no way to make it do anything else after open business hours.

If any body has any idea of what to do, I would greatly appreciate it.

I am using a UC500 with 7940 phones...

Hall of Fame Super Red

Re: Forward to external number from phone in Hunt Group

Hi Joshua,

You would normally use the HLog Softkey to Login/Logout the Hunt Members accordingly. When they are Logged Out the B-ACD Hunt call can be routed to an Alternate Extension number like the PSTN Number you desire. As you have discovered the CFWD settings on individual phones is ignored in Hunt configs;

Agent Status Control

Agents use the HLog soft key or the DND soft key to put a phone into the not-ready status. When the HLog soft key is used to put a phone in the not-ready status, it does not receive hunt group calls but can receive other calls. If the DND soft key is used, the phone does not receive any calls until it is returned to the ready status. The HLog and DND soft keys toggle the feature: if the phone is in the ready status, pressing the key puts the phone in the not-ready status and vice-versa.

The DND soft key is visible on phones by default, but the HLog soft key must be enabled in the configuration using the hunt-group logout command, which has the following options:

•HLog-Enables both an HLog soft key and a DND soft key on phones in the idle, seized, and connected call states. When you press the HLog soft key, the phone is changed from the ready to not-ready status or from the not-ready to ready status. When the phone is in the not-ready status, it does not receive calls from the hunt group, but it is still able to receive calls that do not come through the hunt group (calls that directly dial its extension). The DND soft key is also available to block all calls to the phone if that is the preferred behavior.

•DND-Enables only a DND soft key on phones. The DND soft key also changes a phone from the ready to not-ready status or from the not-ready to ready status, but the phone does not receive any incoming calls, including those from outside hunt groups.

A Cisco Unified CME B-ACD hunt group is an ephone hunt group that has been configured without the final command. The final destination for a call in an ephone hunt group used with the B-ACD service is determined by the configuration of the B-ACD service and is controlled by the call-queue service rather than by the hunt group configuration.

It is important to note that, while the hunt group configuration specifies the type of hunt group and its membership, the B-ACD service controls call queuing and the alternate destination of B-ACD calls when a hunt group is unavailable.

Alternate Destination for Unavailable Hunt Groups

Calls are diverted to an alternate destination in two circumstances:

•The hunt group to which a call has been transferred is unavailable because all members are logged out or in do-not-disturb (DND) mode.

•The call-queue maximum retry timer has expired.

The alternate destination can be any number at which you can assure call coverage, such as a voice-mail number, a permanently staffed number, or a number that rings an overhead night bell. After a call is diverted to an alternate destination, it is no longer controlled by the B-ACD service. This parameter is set with the param voice-mail command.

The B-ACD call-queue service relinquishes control of a call only when the alternate destination answers the call.

If you send calls to a voice-mail system as an alternate destination, be sure to set up the voice-mail system as specified in the documentation for the system

Hope this helps!


New Member

Re: Forward to external number from phone in Hunt Group

This greatly helps me understand.

I'll try what you suggest and I'll let you know!