This document describes how to configure Cisco WebAttendant for Cisco CallManager
from a server perspective. For information on how to install the Cisco WebAttendant
client, please refer to Installing and Configuring Cisco WebAttendant on the Client PC
This document uses the Default Device Pool. In addition, all Locations are
set to <None>, all Calling Search Spaces are set to <None>, and
all Partitions are set to <None>. Make sure to adapt these
fields' values to your topology when appropriate.
Cisco WebAttendant on the Cisco CallManager server uses a pilot point and an
associated hunt group to control call routing. Multiple Cisco WebAttendant users
can be cascaded with the hunt groups to allow for a possible over subscription
of any individual user. If the first member of a hunt group has a four line
phone that would make up the first four members of the hunt group, a fifth hunt
group member can be added that points to another Cisco WebAttendant pilot point.
Cisco WebAttendant Hunt Groups Explained
The following figure shows a scenario where the first hunt group points to four
lines on a single Cisco WebAttendant client (User ID = wa) and its associated
phone. The second hunt group points to four different IP Phones and either Cisco
IP AutoAttendant or a voice mail DN. If the WA user is not logged into his or
her console, calls will immediately be routed to pilot point 4001.
When you configure DNs in a hunt group (as shown in the right side of the
figure above), an incoming call will only route to the next member if the
previous member (DN - Line) is busy.
For example: If an incoming call is not handled by pilot point 4000
because the user WA is not logged into the Cisco WebAttendant application, it
will be handed off to pilot point 4001. Pilot point 4001 will
route the call to the first available DN. In this case, assume that 8001
is busy and 8002 is available. The call will be handed off to 8002
and the phone to which 8002 is assigned should ring.
At this point the call is no longer under the control of the hunt group. If
the call to 8002 is not answered, it will be lost unless this line has
been configured to Forward on No Answer. As this phone is not controlled
by a Cisco WebAttendant client, the Forward on No Answer option is allowed.
It is not allowed on phones controlled by a Cisco WebAttendant client. The point
of this example is to demonstrate that you should only use DNs in a hunt group
if you know for certain that there is a user available for every line whenever
a call may be routed to it.
Task 1: Creating the Pilot Point Pilot points and hunt
groups must be configured before the Cisco Telephony Call Dispatcher (TCD) can
route calls to Cisco WebAttendant. A Cisco WebAttendant pilot point is a virtual
directory number that receives and redirects calls to the members of its
associated hunt group. The order in which the members of the hunt group are
listed determines the call redirection order. The first available (not busy)
member in a hunt group receives the call.
- A pilot point is a virtual directory number for which the TCD receives and
directs calls based on a list of hunt group members. The pilot point number
must be unique throughout the system (it cannot be a shared line appearance).
- A hunt group is a list of destinations that determines the call
redirection order. (The Hunt Group is configured in Task 2, below.)
- From the main Cisco CallManager menu, select Service/Cisco Web Attendant.
- Fill in the fields as required for your configuration.
Enter the appropriate configuration settings as described below.
||Descriptive name for the pilot point.
||Up to 50 characters can be entered.
|Primary Cisco CallManager
||Name or IP address of the Cisco CallManager whose TCD service
will be used to service this pilot point.
||Call processing and device load balancing should be taken
into account when selecting the Primary Cisco CallManager.
||Select None from the drop-down list box.
||Cisco WebAttendant pilot points do not use partitions.
|Calling Search Space
||The calling search space determines which partitions the
pilot point searches when attempting to route a call.
Select a calling search space from the drop-down list.
|Directory-based hunt group members associated with a Cisco
WebAttendant pilot point must be in a partition that is visible to the
calling search space for the pilot point number.
|Pilot Number (DirN)
||Directory number for this pilot point.
||This number should be unique throughout the system (it
cannot be a shared line appearance).
||When creating pilot point and hunt groups, be sure to consider
overflow conditions. For example, if you have a single pilot point called
"Support", with three directory numbers in its hunt group,
it is possible that all three directory numbers are busy when a fourth
call comes in. In that case, there are no additional directory numbers
to which the call can be routed.
|To handle overflow conditions, the final directory number
in the hunt group should be either to voice mail or some other application,
such as Cisco IP AutoAttendant, which can accept multiple inbound calls
|Make sure that Always Route Member is enabled for
this voice mail number if TCD can see its line state. Otherwise, this
voice mail number will not receive more than one call at a time.
|Disable call waiting and call forwarding for lines and directory
numbers on Cisco IP Phones used with Cisco WebAttendant consoles.
|Do not use shared line appearances for any phone used with
In this example:
Pilot name: cisco
Primary Cisco CallManager: CM_CRUSADER
Pilot number: 3000
Note: The pilot number should be unique and should not have been
associated with any phone.
- Click Insert.
Once the pilot point has been created, you must configure a hunt group
to specify how the calls that come in to the pilot point are redirected.
Task 2: Creating and Configuring the Hunt Group
When a call comes in to a pilot point, the TCD uses the hunt group list for that
pilot point to determine the call destination. TCD goes through the members in
the hunt group in order, until it finds the first available destination for routing
the call. A hunt group member can be specified as a directory number (DN) or as
a Cisco WebAttendant user plus a line number (user member).
- If a DN is specified, TCD checks to see whether the line is available (not
busy) and if it is, routes the call. This is a DN associated with one Cisco
IP phone - DNs for WebAttendant must be unique.
- If a user and line number are specified, TCD checks to see whether the user
is logged in to a Cisco WebAttendant and online before checking to see whether
the line is available. If the user is logged in and online, and the line is
available, TCD routes the call.
The advantage of specifying a user and line number instead of a DN is that
the Cisco WebAttendant user can be logged in and online at any Cisco IP
Phone controlled by Cisco WebAttendant software in the cluster and receive
calls. If a DN is specified, the Cisco WebAttendant user must be logged
into the PC that is associated with the phone that owns the DN that was
- Click Hunt Group Configuration.
- Select the Pilot number configured in Task 1 from the left pane (3000
in this example).
Click Add Member. This will create a member that will initially appear
as <<not configured>>.
- Fill in the user and line number in the User Member Information section.
Members are entered either as Device members or User members.
Enter the appropriate configuration settings as described below.
(these fields only apply to directory number based hunt group members)
||Route partition to which this directory number belongs.
If the directory number for this hunt group member is in a partition,
you must select a partition.
If the directory number is not in a partition, select None.
|You can only select a partition for a directory number
based hunt group member. You can not select a partition for a user and
line number-based hunt group member.
Note: Directory number based hunt group members must be in
a partition that can be seen from the calling search space of the
associated pilot point.
||Directory number of the hunt group member device.
||If a partition is specified, and the directory number is
not in that partition, an error dialog box is displayed.
You can not enter a user name or line number if a directory number
is specified in this field.
|Always Route Member
||If this box is checked (enabled), then the call is always
routed to this hunt group member, whether it is busy or not.
The TCDr does not check to see whether the line is available before
routing the call.
|This option can be enabled for devices that can handle
multiple, simultaneous calls, such as voice mail devices.
Always Route Member can only be specified for directory number based
hunt group members.
|User Member Information
apply only to user and line number hunt group members)
||Name of the Cisco WebAttendant user to select as a hunt
||Select a user name from the drop-down list. Only user names
that have been added using Cisco WebAttendant User Configuration should
appear in this list.
||Drop-down list of line numbers to select.
||When you define a user and line number pair as a hunt group
member, the TCD first checks to see whether that user is logged into
Cisco WebAttendant and online. If the user is not online, TCD automatically
goes to the next member of the hunt group.
Note: If you use Directory Numbers instead of User Names and Line
Numbers, calls can only be routed to the phones for which the DNs have been
assigned. Any user that wants to use the Cisco WebAttendant client to accept
calls to their assigned extension (DN) must log into a WebAttendant enabled
PC that has been configured to control the IP Phone that handles their DNs.
In this example:
User Name: wa
Line Number: 1
You should see a screen similar to the following.
- Repeat steps 2 and 3 to add additional user or
When you have finished entering the new users, you have completed this
Task 3: Restarting the TCD Service
Most changes to the Cisco WebAttendant server configuration require that the service
be stopped and restarted for the changes to take effect.
Resetting the TCD service stops all TCD call routing until the service is back
- Select Application > Cisco CallManager Servicability.
- Select Tools > Control Center.
- Select the server the operation needs to be done on. In this example, the
server is named Crusader.
- Click Stop for the Cisco Telephony Call Dispatcher. Wait until
the arrow () turns into a square(),
then click Start. The arrow should return, showing the service is running.
To return to the main admin page, select Application > Cisco CallManager
The task is complete.
For additional resources, refer to Cisco TAC Tools for Voice, Telephony and Messaging