Hi CJ,
Just to clarify, does this happen for all new calls? It doesn't sound like any Queueing is coming into play is it?
Here is some information that might help:
Understanding Call Queuing
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803f3a8b.html#wp1144562
Hunt Lists and Line Groups
The hunt pilot is typically used for call coverage, or distributing a call through a list of Skinny Client Control Protocol (SCCP) endpoints. For call distribution, you can use a hunt construct. This hunt construct is based upon a three-tiered architecture, similar to that used to route external calls, that allows for multiple layers of call routing as well as digit manipulation.
Cisco CallManager searches for a configured hunt pilot that matches an incoming called number and uses it to select a corresponding hunt list, which is a prioritized list of the available paths for the call. These paths are known as line groups.
From this link:
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_implementation_design_guide_chapter09186a0080447504.html#wp1043936
Hunt Pilot
Hunt pilots are strings of digits and wildcards similar to route patterns, such as 9.[2-9]XXXXXX, configured in Cisco CallManager to route calls to directory numbers. The hunt pilot points directly to a hunt list. Hunt lists point to line groups, which finally point to SCCP endpoints.
Hunt List
A hunt list is a prioritized list of eligible paths (line groups) for call coverage. Hunt lists have the following characteristics:
•Multiple hunt pilots may point to the same hunt list.
•A hunt list is a prioritized list of line groups that function as alternate paths to a given destination. For example, you can use a hunt list to distribute a call within a particular site and use a hunt list to distribute a call at some other remote site.
•Hunt lists do not do any digit manipulation.
•Multiple hunt lists can contain the same line group.
Line Group
Line group members are user extension numbers that are controlled by Cisco CallManager. Thus, when the call is being distributed through the line group members, Cisco CallManager is in control of the call. Hunt options can be applied to the call when it is not answered or if the extension is busy or unregistered.
Line groups control the order in which the call is distributed, and they have the following characteristics:
•Line groups point to specific extensions, which are typically IP phone extensions or voicemail ports.
•A single extension may be present in multiple line groups.
•Computer Telephony Integration (CTI) ports and CTI route points cannot be added within a line group. Therefore, calls cannot be distributed to endpoints controlled through CTI applications such as Cisco Customer Response Solution (CRS), IP Interactive Voice Response (IP IVR), and so forth
•Cisco CallManager distributes calls to the devices according to the distribution algorithm assigned. Cisco CallManager supports the following algorithms:
–Top-down
–Circular
–Longest idle time
–Broadcast
Hope this helps!
Rob
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