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Attendant Console - Setup


When setting up the Attendant console, the Pilot number is this the number you assign as the main telephone extention number? or is it just a number that you would forward the main number to.

For example, our helpdesk is 6268. We want all phones to have this number on the phones itself, so it can't be the pilot number. So how do you setup the 6268 calls, to forward to the pilot 62680, and then still setup the Route all calls number to the 6268 voicemail when using broadcasting?


Re: Attendant Console - Setup

Understanding Pilot Points and Hunt Groups

A pilot point, a virtual directory number that is never busy, alerts the Cisco Telephony Call Dispatcher (TCD) to receive and direct calls to hunt group members. A hunt group comprises a list of destinations that determine the call redirection order.

For Cisco TCD to function properly, make sure the pilot point number is unique throughout the system (it cannot be a shared line appearance). When configuring the pilot point, you must choose one of the following options from the Pilot Point Configuration pane in Cisco CallManager Administration:

* First Available Hunt Group Member—Cisco TCD goes through the members in the hunt group in order until it finds the first available destination for routing the call.

* Longest Idle Hunt Group Member—This feature arranges the members of a hunt group in order from longest to shortest idle time. Cisco TCD finds the member with the longest idle time, and if available, routes the call. If not, Cisco TCD continues to search through the group. This feature evenly distributes the incoming call load among the members of the hunt group.

If the voice-mail number is the longest idle member of the group, Cisco TCD will route the call to voice mail without checking the other members of the group first.

Note Cisco recommends that you configure your pilot points and hunt groups through Cisco CallManager Administration before you install Cisco WebAttendant.

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 whether a hunt group member serves as a directory number (device member) or as a Cisco WebAttendant user plus a line number (user member). If a directory number is specified, Cisco TCD only checks whether the line is available (not busy) before routing the call. If a user and line number are specified, Cisco TCD confirms the following details before routing the call:

* The user must be logged in to Cisco WebAttendant.

* The user must be online.

* The line must be available.

When you specify a user and line number, the user can log in to and receive calls on any Cisco IP phone in the cluster controlled by Cisco WebAttendant.

Check the link:


Hall of Fame Super Red

Re: Attendant Console - Setup

Hi Ash,

Just wanted to add to Zin's post. In your case 6268 would be the Pilot Point and would not actually appear on the phones because as noted;

"For Cisco TCD to function properly, make sure the pilot point number is unique throughout the system (it cannot be a shared line appearance).

When a call comes into a pilot point, Cisco TCD uses the hunt group list and the selected call- routing method ( for you Broadcast) for that pilot point to determine the call destination.

Understanding Broadcast Hunting

Broadcast hunting enables Cisco Cisco CallManager Attendant Console to answer calls and place them into a queue. The attendant console displays the queued calls to all available attendants after inserting the calls into the queue and to all attendants that become available while the call is in the queue.

Note The attendant console only broadcasts calls to attendants that are set up as user/line number hunt group members in the broadcast hunting pilot point.

The queued calls appear in the Broadcast Calls window on the attendant PC. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Device Pool window.

Any attendant in the hunt group that is online can answer the queued calls. Cisco TCD does not automatically send the calls to an attendant. When an attendant answers a call, Cisco TCD removes the call from the Broadcast Calls window and displays it in the Call Control window of the attendant who answered the call.

You configure broadcast hunting for a pilot point by using the Attendant Console Configuration Tool. You can specify the following values for each broadcast hunting pilot point:

•Queue Size—This field 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 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.

•Hold Time—This field 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 the "AlwaysRoute" member. If you do not configure an always route member, the call remains in the queue until an attendant becomes available.

For information on the configuration tool, see the "Using the Attendant Console Configuration Tool" section.

Broadcast Hunting Example

Assume a pilot point named Service exists at directory number 6268 and supports broadcast hunting. The hunt group for this pilot contains the following members:

•Three user/line number pairs for service staff; that is, Mary Brown/Line #1, Joe Williams/Line #2, and Doris Jones/Line #1, listed in the hunt group in that order

•A voice-mail number, 7060, which is the final member of the hunt group (Always Route)

1. The Cisco Telephony Call Dispatcher (TCD) receives a call and directs it to the Service Pilot Point, directory number 6268.

2. Because Broadcast is chosen as the call-routing option for the Service pilot point, the Cisco Telephony Call Dispatcher (TCD) that is associated with the pilot point checks the queue. Cisco TCD determines that the queue is not full and routes the call to the queue. The caller receives music on hold.

3. Cisco TCD checks the members of the hunt group in order, beginning with Mary Brown/Line #1. Cisco TCD determines that Mary Brown/Line #1 is available, Joe Williams/Line #2 is busy, and Doris Jones/Line #1 is available and, therefore, broadcasts the call to Mary Brown/Line #1 and Doris Jones/Line #1.

4. Mary Brown answers the call, and Cisco TCD removes the call from the queue.

I'm sure this is as clear as mud. But I hope it helps!


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New Member

Re: Attendant Console - Setup

Hello All

Thanks for your replies. So my problem now is because 6268 (the helpdesk #), has already been associated with a number of phones, when I remove 6268 from all phones, and I try to add 6268 as the pilot, the Call Manager tells me that the DN I selected is already associated with another device. Which is bizarre, cause I did triple check it's removed from all devices.

Call Manager seems to store the used number somewhere in the system, even after a reboot. Is there a way to flush the system correctly, to remove 6268 from all devices once you physically remove 6268 from the devices?

Thanks Ash


Re: Attendant Console - Setup

check under Route Plan->Route Plan Report if the number still exist


Hall of Fame Super Red

Re: Attendant Console - Setup

Hi Ash,

Here is what you need to do to free up 6268;

Deleting Unassigned Directory Numbers

This section describes how to delete an unassigned directory number from the route plan report. Directory numbers get configured and removed in the Directory Number Configuration window of Cisco CallManager Administration. When a directory number gets removed from a device or a phone gets deleted, the directory number still exists in the Cisco CallManager database. To delete the directory number from the database, use the Route Plan Report window.

From this doc;

Hope this helps!


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