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Configuring a Single Dialed Number to Route Calls to a Group of IP Phones

Cisco - Configuring a Single Dialed Number to Route Calls to a Group of IP Phones

Document ID: 13932

Updated: Jan 30, 2008

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Introduction

This document explains how to configure a single dialed number (DN#) that is associated with a group of IP phones.

Prerequisites

Requirements

Cisco recommends you have knowledge of Cisco CallManager 3.x and 4.x.

Components Used

The information in this document is based on these software and hardware versions:

  • Cisco CallManager version 3.3

  • Cisco CallManager version 4.0

The information in this document was created from the devices in a specific lab environment. All of the devices used in this document started with a cleared (default) configuration. If your network is live, make sure that you understand the potential impact of any command.

Conventions

Refer to the Cisco Technical Tips Conventions for more information on document conventions.

Configuration Choices for Cisco CallManager 3.x

This section explains how to associate a single DN# to a group of destinations using Cisco CallManager 3.3. There are three ways to accomplish this:

Group Dialed Number

In this procedure, assign a separate DN# (which is shared by the group) to a second line appearance on each group member's phone.

This solution works for the initial call. When a call to a group DN# is answered, the group line lamp is lit on all phones associated with the group DN#. If a different caller tries to dial the group DN# while the group call is in effect, the caller receives a busy signal, or is forwarded to voicemail.

Assume that you have three IP phones registered with the Cisco CallManager:

  • Phone A with Primary Line appearance 2001

  • Phone B with Primary Line appearance 2002

  • Phone C with Primary Line appearance 2003

Assign the shared number 2000 to the secondary line of the IP phones A, B and C.

Complete these steps to add a shared directory number to a specific phone. Refer to Directory Number Configuration Settings for more information.

  1. Choose Device > Phone from the main Cisco CallManager menu to display the Find and List Phones window.

  2. Click Find.

    A list of phones displays. Click the device name to which you want to add a shared directory number. For example, click on Phone A (DN# 2001).

    config-single-dn-1.gif

  3. In the Phone Configuration window, Directory Numbers list is displayed. Click on Line 2 - Add new DN.

    config-single-dn-2.gif

  4. When the Directory Number Configuration window displays, enter the Directory Number as 2000 (shared DN#).

    If you set Ring Setting (Phone Active)** as Ring, all phones ring when an incoming call is received. You can also set the option Forward Busy to voicemail. By doing so, if a caller tries to dial 2000 while the group call is in effect, the call is forwarded to voicemail. Refer to Directory Number Configuration Settings for more information.

    config-single-dn-3.gif

  5. Click Insert.

  6. When the message displays stating that the directory number 2000 has been added to the database, click OK.

  7. Click Back to Find/List Phones.

  8. Click the next device name to which you want to add a directory number.

    For example, click on Phone B (DN# 2002) and repeat steps 3 through 6 for Phone B. Once you are completed with Phone B, repeat these steps for Phone C (DN# 2003).

  9. For the changes to take effect, select all the phones and click Reset Selected from the Back to Find/List Phones page.

    With these configurations, if a caller tries to dial the group DN# 2000, all the phones ring at the same time. When a call to group DN# 2000 is answered, the group line lamp is lit on all phones associated with the group DN# 2000. If the caller tries to dial the group DN# 2000 while the group call is in effect, the caller receives a busy signal, or is forwarded to voicemail, based on the configuration. In this case, the call is forwarded to the voicemail.

Hunt Groups

Set up a series of phones that forward no answer or forward busy to the next phone in the group to create a Hunt Group.

In this situation, all phones do not ring at one time. A Hunt Group is a group of lines that are organized hierarchically, so that if the first number in the Hunt Group list is busy, the second number is dialed. If the second number is busy, the next number is dialed, and so on. This example illustrates the process.

Assume you have Pilot DN# with a number of 2000, and a Hunt Group defined with a list of phones similar to this:

  • Phone A has extension 2000.

  • Phone B has extension 2001.

  • Phone C has extension 2002.

Configure the DN for 2000 on Phone A to forward on a busy or a no answer condition to Phone B's extension 2001.

Configure the DN for 2001 on Phone B to forward on a busy or a no answer condition to Phone C's extension 2002.

With the assumption that Phones A, B, and C are already registered with the Cisco CallManager and have the directory numbers 2000, 2001, and 2002 assigned respectively, complete these steps to create the Hunt Group.

Complete these steps to configure the DN for 2000 on Phone A to forward on a busy or a no answer condition to Phone B's extension 2001:

  1. In the Find and List Phones window, click on Phone A ( DN 2000)and then click on Line 1 - 2000 (no Partition) in the Phone Configuration window.

    config-single-dn-4.gif

  2. Configure the Forward Busy destination as 2001 in the Directory Number Configuration window and click on Update. Then click OK when the message for resetting the device appears.

    Refer to Directory Number Configuration Settings for more information

    config-single-dn-5.gif

  3. Click Reset Devices for the changes to take effect.

    A message indicates that you are about to reset the devices with the directory number 2000. Click OK to reset the devices, or click Cancel to cancel the process.

  4. Repeat the steps 1 through 3 for Phone B. In step 2, set the Call forward Busy Destination as 2002 instead of 2001.

    With the information configured above, this process should occur in order to place a group call.

    1. Call #1: to DN# 2000—This call is routed to Cisco CallManager. Cisco CallManager rings Phone A, and Phone A is answered.

    2. Call #2: to DN# 2000—This call finds Phone A is busy. Cisco CallManager rings Phone B, and Phone B is answered.

    3. Call #3: to DN# 2000—This call finds both Phones A and B are busy. Cisco CallManager rings Phone C, and Phone C is answered.

    This process describes three different outside callers calling DN# 2000. Cisco CallManager routes the call to the next available IP phone in the Hunt Group. The call routing is transparent to the caller. All phones do not ring in this scenario.

Attendant Console

The third option, with Cisco CallManager 3.1(2c) and later, is to use Attendant Console to create a Hunt Group. Attendant Console allows you the flexibility to establish a Pilot Point for incoming calls and then distributes the incoming calls on a phone or line level amongst multiple attendants. For example, a caller places a direct call to a technical support group member, and if that member is not available, the call is forwarded to the pilot point number. You can choose to route the call to the first available Hunt Group member or to distribute the incoming call load among the Hunt Group members. Cisco CallManager Attendant Console can accept inbound calls, query the caller for destination information, and rapidly dispatch the call without operator intervention. Attendant Console does not have the functionality of monitoring which members are logged in the call group.

Note: Make sure that you already have Attendant Console installed on your PC. Refer to Installing the Cisco CallManager Attendant Console on the User PC for information on this.

In this example, a pilot point named Pilot is associated with the directory number 4000. The Hunt Group for this pilot point contains these members:

  • Phone A: 2005

  • Phone B: 2006

  • Phone C: 2007

  1. Choose Service > Cisco CallManager Attendant Console.

    Note: For Cisco CallManager versions before to 3.3, choose Service > Cisco WebAttendant.

    config-single-dn-6.gif

  2. Enter the appropriate settings in the Pilot Point Configuration window. In this example, the name given for the Pilot Point is Pilot. Pilot number 4000 Click Insert. (Refer to Pilot Point Configuration Settings) and click Insert.

    config-single-dn-7.gif

  3. Click Hunt Group Configuration.

    The Hunt Group Configuration window displays, and the pilot points display in the pane on the left of the window.

    config-single-dn-8.gif

  4. Click the pilot point for which you want to add Hunt Group members.

    In this case, the pilot point is 4000. Click Add Member. The Hunt Group Members list initially displays the text <<Not Configured>>.

    config-single-dn-9.gif

  5. Decide whether the Hunt Group member that you want to add will be a directory number (device member) or a user and line number (user member).

    Enter the appropriate configuration settings for the new Hunt Group member. If the Hunt Group member is a directory number, fill in only the Partition and Directory Number fields in the Device Member Information section. The optional Always Route Member check box only applies to directory numbers. If the Hunt Group member is a user and line number, fill in only the User Name and Line Number fields in the User Member Information section. Refer to Hunt Group Configuration Settings for more information. Add the Hunt Group Members 2005, 2006, and 2007 one by one. As you make selections, the Hunt Group Members list box reflects the information that you choose.

    config-single-dn-10.gif

  6. Click Update to save the Hunt Group Member information

    With this information configured, this process happens when the Attendant Console receives a call. When the call is received, the Attendant Console directs it to the Pilot Point (named Pilot) with the directory number 4000. Since 4000 is a pilot point and First Available Hunt Group Member is chosen as the call-routing option, the Cisco Telephony Call Dispatcher (TCD) that is associated with the pilot point checks the members of the Hunt Group in order, beginning with 2005. Now, Cisco TCD routes the call to the first available directory number.

    Refer to the Cisco CallManager Attendant Console Administration Guide for more information on Pilot Points and Hunt Groups.

Configuration Choices for Cisco CallManager 4.x

This section explains how to associate a single DN# to a group of destinations using Cisco CallManager 4.0. There are three ways to accomplish this:

Group Dialed Number

Assign a separate DN# (which is shared by the group) to a second line appearance on each group member's phone.

This solution works for the initial call. When a call to group DN# is answered, the group line lamp is lit on all phones associated with the group DN#. If a different caller tries to dial the group DN# while the group call is in effect, the caller receives a busy signal, or is forwarded to voicemail.

Assume that you have three IP phones registered with the Cisco CallManager:

  • Phone A with Primary Line appearance 2001

  • Phone B with Primary Line appearance 2002

  • Phone C with Primary Line appearance 2003

Assign the shared number 2000 to the secondary line of the IP phones A, B and C. These are the steps to add a shared directory number to a specific phone. Refer to Directory Number Configuration Settings for more information.

  1. Choose Device > Phone from the main Cisco CallManager menu.

  2. Click Find when the Find and List Phones window displays.

    When a list of phones displays, click the device name to which you want to add a shared directory number. For example, click on Phone A (DN# 2001).

    config-single-dn-11.gif

  3. In the Phone Configuration window, the Directory Numbers list is displayed. Click on Line 2 - Add new DN.

    config-single-dn-12.gif

  4. When the Directory Number Configuration window displays, enter the Directory Number as 2000 (shared DN#).

    If you set the Ring Setting (Phone Active)** to Ring, all phones ring when an incoming call is received. You can also set the option Forward Busy to voicemail. By doing so, if a caller tries to dial 2000 while the group call is in effect, the call is forwarded to voicemail. Refer to Directory Number Configuration Settings for more information.

    config-single-dn-13.gif

  5. Click Add.

    A message displays which states that the directory number has been added to the database. Click OK.

  6. Click on Back to Find/List Phones and click the next device name to which you want to add a directory number.

    For example, click on Phone B (DN# 2002) and repeat steps 2 through 5 for Phone B. Once you are completed with Phone B, repeat these steps for Phone C (DN# 2003).

  7. For the changes to take effect, select all the phones and click Reset Selected from the Back to Find/List Phones page.

    With these configurations, if a caller tries to dial the group DN# 2000, all the phones ring at the same time. When a call to group DN# (2000) is answered, the group line lamp is lit on all phones associated with the group DN# 2000. If the caller tries to dial the group DN# 2000 while the group call is in effect, the caller receives a busy signal, or is forwarded to voicemail based on the configuration. In this case, the calls are forwarded to the voicemail.

Hunt Groups

Set up a series of phones that forward no answer or forward busy to the next phone in the group to create a Hunt Group.

In this situation, all phones do not ring at one time. A Hunt Group is a group of lines that are organized hierarchically, so that if the first number in the Hunt Group list is busy, the second number is dialed. If the second number is busy, the next number is dialed, and so on. This example illustrates the process.

Assume you have Pilot DN# with a number of 2000, and a Hunt Group defined with a list of phones similar to this:

  • Phone A has extension 2000.

  • Phone B has extension 2001.

  • Phone C has extension 2002.

Configure the DN for 2000 on Phone A to forward on a busy or a no answer condition to Phone B's extension 2001.

Configure the DN for 2001 on Phone B to forward on a busy or a no answer condition to Phone C's extension 2002.

With the assumption that the Phones A, B, and C are already registered with the Cisco CallManager and have the Directory Numbers 2000, 2001 and 2002 assigned respectively, complete these steps to create the Hunt Group.

Complete these steps to configure the DN for 2000 on Phone A to forward on a busy or a no answer condition to Phone B's extension 2001:

  1. In the Find and List Phones window, click on Phone A (DN# 2000) and click on Line 1 - 2000 in the Phone configuration window.

    config-single-dn-14.gif

  2. Configure the Forward Busy destination to 2001 in the Directory Number Configuration window and click Update.

    Refer to Directory Number Configuration Settings for more information.

    config-single-dn-15.gif

  3. Click Reset Devices for the changes to take effect.

    A message indicates that you are about to reset the devices with directory number 2000. Click OK to reset the devices, or click Cancel to cancel the process.

  4. Repeat steps 1 through 3 for Phone B.

    In step 2, set the Call forward Busy Destination to 2002 instead of 2001.

    With the information configured, this process should occur in order to place a group call.

    1. Call #1: to DN# 2000—This call is routed to Cisco CallManager. Cisco CallManager rings Phone A, and Phone A is answered.

    2. Call #2: to DN# 2000—This call finds Phone A is busy. Cisco CallManager rings Phone B, and Phone B is answered.

    3. Call #3: to DN# 2000—This call finds both Phones A and B are busy. Cisco CallManager rings Phone C, and Phone C is answered.

    This process describes three different outside callers that call DN# 2000. Cisco CallManager routes the call to the next available IP phone in the Hunt Group. The call routing is transparent to the caller. All phones do not ring in this scenario.

    Note: If none of the above DNs answers or an overflow condition happens, the call can be forwarded to a voice-messaging or auto-attendant number as the final member of the last linked hunt group in the chain. Make sure you check the Always Route Member check box in the Hunt Group Configuration window for only the final member of each hunt group.

Attendant Console

The third option, with Cisco CallManager 3.1(2c) and later, is to use Attendant Console to create a Hunt Group. Attendant Console allows you the flexibility to establish a Pilot Point for incoming calls and then distribute the incoming calls on a phone or line level amongst multiple attendants. For example, a caller places a direct call to a technical support group member, and if that member is not available, the calls is forward to the pilot point number. You can choose to route the call to the first available Hunt Group member or to distribute the incoming call load among the Hunt Group members. Cisco CallManager Attendant Console can accept inbound calls, query the caller for destination information, and rapidly dispatch the call without operator intervention. Attendant Console does not have the functionality of monitoring which members are logged in the call group.

Note: Make sure that you already have Attendant Console installed on your PC. Refer to Installing the Cisco CallManager Attendant Console on the User PC for more information on this.

In the following example, a pilot point named Pilot is associated with the directory number 4000. The Hunt Group for this pilot point contains these members:

  • Phone A: 2005

  • Phone B: 2006

  • Phone C: 2007

  1. Choose Service > Cisco CM Attendant Console > Pilot Point.

    config-single-dn-16.gif

  2. Click on Add a New Pilot Point.

    Enter the appropriate settings, in the Pilot Point Configuration window. In this example, the name given for the Pilot Name is Pilot. Pilot number 4000 Click Insert.

    config-single-dn-17.gif

  3. Choose Service > Cisco CM Attendant Console > Hunt Group.

    config-single-dn-18.gif

  4. The Hunt Group Configuration window displays, and the pilot points display in the pane on the left of the window. Click the pilot point for which you want to add Hunt Group members. In this case, the pilot point is 4000.

    config-single-dn-19.gif

  5. Click Add Member.

    The Hunt Group Members list initially displays the text <<Not Configured>>.

    config-single-dn-20.gif

  6. Decide whether the Hunt Group member that you want to add is a directory number (device member) or a user and line number (user member).

    Enter the appropriate configuration settings for the new Hunt Group member. If the Hunt Group member is a directory number, fill in only the Partition and Directory Number fields in the Device Member Information section. The optional Always Route Member check box only applies to directory numbers. If the Hunt Group member is a user and line number, fill in only the User Name and Line Number fields in the User Member Information section. Refer to Hunt Group Configuration Settings for more information. Add the Hunt Group Members 2005, 2006, and 2007 one by one. As you make selections, the Hunt Group Members list box reflects the information that you choose.

    Note: In order to handle overflow conditions, choose a voice-messaging or auto-attendant number as the final member of the last linked hunt group in the chain. Check the Always Route Member check box to ensure that the voice messaging system can handle multiple, simultaneous calls. In a broadcast hunt group, a call is routed to Always Route Member when the queue is full or if the queue hold time is exceeded. This can be used to avoid calls getting stuck in the queue.

    config-single-dn-21.gif

  7. Click Update to save the Hunt Group member information

    With the information configured here, this process happens when the Attendant Console receives a call. When the call is received, the Attendant Console directs it to the Pilot Point (named Pilot) with the directory number 4000. Since 4000 is a Pilot Point and First Available Hunt Group Member is chosen as the call-routing option, the Cisco TCD that is associated with the pilot point checks the members of the Hunt Group in order, beginning with 2005. Now, Cisco TCD routes the call to the first available directory number.

    Note: With this configuration, if Hunt Group member 2006 logs in first, followed by Hunt Group member 2005, the hunting might start with Hunt Group member 2006 before it starts with Hunt Group member 2005. Although in the Hunt Group, member 2005 is the first that needs to be checked, Cisco CallManager might follow the order in which the members log in. If you experience this problem with the order of calls received, restart the TCD and CTI services and reset the Pilot Point with all the members logged in.

    Refer to the Cisco CallManager Attendant Console Administration Guide for more information on Pilot Points and Hunt Groups.

Related Information

Updated: Jan 30, 2008
Document ID: 13932