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Hunt Group with music on hold

Is there a way in UCM6.0 for the below requirenment.

A call comes in but no member in any hunt group is available to answer the call, so it goes to music on hold for a period of time, then goes back out to top hunt group (hoping that someone is now available to take call)?

If not, any othe suggestion. We want to avoid IPCCX due to costs issues, but customer really needs this capability.

thanks in advance,

2 ACCEPTED SOLUTIONS

Accepted Solutions
Hall of Fame Super Gold

Re: Hunt Group with music on hold

Hi,

This is hunt-group with call queuing.

I understand this is not the answer you expect, but the router does that out of the box, as part of CCME. The feature is called B-ACD/AA. You get statistics on the calls, calls in queue are shown on phone display, it woks nicely.

Hope this helps, please rate post if it does!

Hall of Fame Super Red

Re: Hunt Group with music on hold

Hi Jerry,

Hope things are great with you!

One way to do this would be to use AC (Attendant Console) Hunt with queuing, rather than Hunt Pilot/Line Group style hunting;

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. The caller receives music on hold while in the queue. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.

You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco TCD routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco TCD drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco TCD keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1224095

When a call comes into a pilot point, Cisco TCD uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. During hunt group configuration, you must specify one of the following options for each hunt group member:

Directory number (device member)

If a directory number is specified, Cisco TCD only checks whether the line is available (not busy) before routing the call.

**Attendant console user plus a line number (user member)

If a user and line number are specified, Cisco TCD confirms the following details before routing the call:

**That the user is logged in to the attendant console

**That the user is online

**That the line is available

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1144562

Hope this helps!

Rob

5 REPLIES
Hall of Fame Super Gold

Re: Hunt Group with music on hold

Hi,

This is hunt-group with call queuing.

I understand this is not the answer you expect, but the router does that out of the box, as part of CCME. The feature is called B-ACD/AA. You get statistics on the calls, calls in queue are shown on phone display, it woks nicely.

Hope this helps, please rate post if it does!

Hall of Fame Super Red

Re: Hunt Group with music on hold

Hi Jerry,

Hope things are great with you!

One way to do this would be to use AC (Attendant Console) Hunt with queuing, rather than Hunt Pilot/Line Group style hunting;

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. The caller receives music on hold while in the queue. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.

You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco TCD routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco TCD drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco TCD keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1224095

When a call comes into a pilot point, Cisco TCD uses the hunt group list and the selected call routing method for that pilot point to determine the call destination. During hunt group configuration, you must specify one of the following options for each hunt group member:

Directory number (device member)

If a directory number is specified, Cisco TCD only checks whether the line is available (not busy) before routing the call.

**Attendant console user plus a line number (user member)

If a user and line number are specified, Cisco TCD confirms the following details before routing the call:

**That the user is logged in to the attendant console

**That the user is online

**That the line is available

From this doc;

http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a008037e637.html#wp1144562

Hope this helps!

Rob

New Member

Re: Hunt Group with music on hold

Paolo and Rob thank you very much. You both have been a big help and provided great direction many many times.

truly appreciate it.

Hall of Fame Super Red

Re: Hunt Group with music on hold

Hi Jerry,

You are always welcome :)

Take care,

Rob

PS: A balmy +2 here this morning!

Hall of Fame Super Gold

Re: Hunt Group with music on hold

Indeed Rob's anwer is the applicable one, consider mine be just a little piece of info that should not change anything in your case.

So I added my '5' to Rob.

Thanks and good luck!

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