CUCM 11.5中的本地呼叫队列增强

简介

思科统一通信管理器(CUCM)提供呼叫队列，将呼叫者置于队列中，直到寻线成员可以应答它们。管理员可以设置默认值，以便呼叫者在呼叫延长到座席之前收到初始问候语通告，或者可以更改默认值，以便仅当呼叫者进入队列后，再按保留音或保留音播放初始通告。如果主叫方在指定时间段内仍处于队列中，则会以配置的间隔播放次通告，直到呼叫可以应答或直到最大等待计时器过期为止。

使用的组件

• 思科统一通信管理器11.5.1版
• 思科IP电话版本8.6.6.0

背景信息

本节介绍在CUCM 11.5增强之前本地呼叫队列的基本功能

当呼叫进入并到达寻线引导时，提供以下功能：

• 呼叫者可以连接到初始的可自定义问候通知，然后继续。
• 如果一个或多个线路成员登录到寻线引导并处于空闲状态，并且没有呼叫
  排队时，呼叫将扩展到空闲时间最长的线路成员。
• 如果没有线路成员应答呼叫，则该呼叫者不会排在队列中。呼叫被路由到新目标
  或断开连接，取决于设置When no hunt members answer， are logged或registered。
• 如果线路成员未应答启用队列的呼叫，则该线路成员将从寻线组注销
  仅当在线路组中选择了Automatically Logout Hunt Member on No Answer选项时
  设置窗口。
• 仅当所有成员都忙时，才将呼叫置于队列中。
• 在队列中连接的呼叫者可以听到通话等待音乐和重复（可自定义）的周期
  公告。
• 线路成员空闲后，多个寻线组中等待时间最长的呼叫者
  扩展到空闲线路成员。如果空闲线路成员未应答呼叫，则返回呼叫者
  到队列中的上一个位置。
• 如果已排队呼叫超过其最长等待时间或队列中允许的最大呼叫者数
  已超过，呼叫可以路由到备用号码，也可以断开，具体取决于方式
  已配置寻线引导。备用号码可以是以下之一：
  • 启用或禁用排队的寻线引导DN
  • 语音邮件DN
  • 线路DN
  • 共享DN
• 行成员可以显示其启用队列的寻线引导的队列状态。队列状态显示
  提供以下类型的信息：
  • 寻线引导模式
  • 每个寻线引导上排队的呼叫者数
  • 最长等待时间

呼叫队列与现有寻线引导配合使用，但是对于排队或非排队寻线引导，寻线操作的行为没有变化。启用呼叫队列的寻线引导提供以下功能：

• 启用排队的寻线引导呼叫只能由线路成员一次接收一个呼叫。两个
  无法向线路成员提供启用排队的寻线引导呼叫。线路成员可以接收呼叫
  直接发送到DN或从非排队寻线引导。
• 不应答由寻线引导路由的呼叫的线路成员将自动注销。A
  如果线路成员收到启用排队的寻线，则线路成员会自动从设备注销
  引导呼叫，在超时之前不应答呼叫。在共享线路部署中，
  配置了相同共享线路的所有设备都将注销。您可以从
  通过选择无应答时自动注销寻线成员来显示线路组设置窗口。线
  仅当选中此复选框时，成员才会注销。

按照所述的呼叫队列工作时，在许多情况下，最终用户会在初始通知期间听到空无一声或静默，从而导致用户认为呼叫未成功。当一端无法支持呼叫中的早期媒体时，会出现这种情况。

功能概述

从Cisco Unified Communications Manager版本11.5开始，您可以将入站呼叫配置为
在播放队列通告之前更改为已连接的呼叫状态，同时呼叫被扩展到
启用排队的寻线引导中的寻线成员。
新的Connect Inbound Call before Playing Queuing Announcement复选框将添加到以下内容
中继和网关配置窗口：

• H.225 干线（网守控制）
• 集群间中继（非网守控制）
• 集群间中继（网守受控）
• H.323网关（网关类型）
• SIP配置文件（中继特定配置）
• MGCP（E1 PRI、T1 PRI、T1 CAS和BRI）

用户选中此框后，CUCM将在100Trying(100Trying)后发送200OK(100Trying)（在SIP的情况下），在H323/MGCP CUCM将在寻线引导呼叫流中发送连接。这将确保用户能够听到初始通知，而不是静默或空气无声，以防另一端无法支持Early Media。

配置

以下是CUCM上新添加参数的配置快照

H.225 干线（网守控制）

群集间干线（非网守控制）

群集间干线（网守控制）

H.323 网关

SIP 配置文件

MGCP（E1 PRI、T1 PRI、T1 CAS和BRI）

日志分析

以下部分重点介绍在选中并取消选中“播放队列通告前连接入站呼叫”时跟踪文件中所看到的差异。

SIP Normal Call Flow

Incoming Invite to the CUCM
00455394.002 |18:33:30.036 |AppInfo  |SIPTcp - wait_SdlReadRsp: Incoming SIP TCP message from 10.127.227.7 on port 55522 index 16 with 1182 bytes:
[14599,NET]
INVITE sip:0000@10.106.111.105:5060 SIP/2.0
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: 
     
     
       ;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813 
     
To: 
     
     
.
.
//Truncated Output

100 Trying Sent
00455398.001 |18:33:30.037 |AppInfo  |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 55522 index 16 
[14600,NET]
SIP/2.0 100 Trying
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: 
     
     
       ;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813 
     
To: 
     
     
.
.
//Truncated Output

Digit Analysis takes place
00455415.007 |18:33:30.038 |AppInfo  |Digit analysis: match(pi="2", fqcn="", cn="888819",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00455415.008 |18:33:30.038 |AppInfo  |Digit analysis: analysis results
00455415.009 |18:33:30.038 |AppInfo  ||PretransformCallingPartyNumber=888819
|CallingPartyNumber=888819
|DialingPartition=
|DialingPattern=0000
|FullyQualifiedCalledPartyNumber=0000

Allocate Annunciater for the Initial Announcement
00455426.001 |18:33:30.039 |AppInfo  |QueueControlCdrc(17) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00455432.001 |18:33:30.039 |AppInfo  |MediaResourceCdpc(22)::waiting_MrmAllocateAnnResourceReq - CI = 21438416

Media Negotiation takes place for initial announcement
00455454.001 |18:33:30.041 |AppInfo  |ARBTRY-ConnectionManager-wait_MediaConnectRequest(21438414,21438416)
00455478.001 |18:33:30.041 |AppInfo  |ARBTRY-ConnectionManager- wait_MediaConnectReply(21438414,21438416)

183 Session Progress sent for early media with SDP a=sendonly
00455494.001 |18:33:30.143 |AppInfo  |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 55522 index 16 
[14601,NET]
SIP/2.0 183 Session Progress
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: 
     
     
       ;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813 
     
To: 
     
     
       ;tag=4705~8b68bd5c-f78f-44c5-b1ce-8ea93a8efbb6-21438414 
     
.
.

//Truncated Output
.
.

v=0
o=CiscoSystemsCCM-SIP 4705 1 IN IP4 10.106.111.105
s=SIP Call
c=IN IP4 10.106.111.105
t=0 0
m=audio 4000 RTP/AVP 0 8 18
a=X-cisco-media:umoh+ConnSendOnly
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=sendonly


SIP Call Flow with "Connect Inbound Call before Playing Queuing Announcement" checked

Incoming Invite to the CUCM
00452822.002 |18:22:22.842 |AppInfo  |SIPTcp - wait_SdlReadRsp: Incoming SIP TCP message from 10.127.227.7 on port 56658 index 14 with 1182 bytes:
[14494,NET]
INVITE sip:0000@10.106.111.105:5060 SIP/2.0
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: 
     
     
       ;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808 
     
To: 
     
     
.
.
//Truncated Output

100 Trying sent
00452826.001 |18:22:22.843 |AppInfo  |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 56658 index 14 
[14495,NET]
SIP/2.0 100 Trying
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: 
     
     
       ;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808 
     
To: 
     
     
.
.
//Truncated Output

Digit Analysis takes place
00452843.007 |18:22:22.844 |AppInfo  |Digit analysis: match(pi="2", fqcn="", cn="888819",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00452843.008 |18:22:22.844 |AppInfo  |Digit analysis: analysis results
00452843.009 |18:22:22.844 |AppInfo  ||PretransformCallingPartyNumber=888819
|CallingPartyNumber=888819
|DialingPartition=
|DialingPattern=0000
|FullyQualifiedCalledPartyNumber=0000

Annunciater allocated for Initial announcement
00452854.001 |18:22:22.845 |AppInfo  |QueueControlCdrc(15) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00452860.001 |18:22:22.845 |AppInfo  |MediaResourceCdpc(19)::waiting_MrmAllocateAnnResourceReq - CI = 21438406

Media Negotiation for the initial announcement
00452882.001 |18:22:22.846 |AppInfo  |ARBTRY-ConnectionManager-wait_MediaConnectRequest(21438404,21438406)
00452906.001 |18:22:22.847 |AppInfo  |ARBTRY-ConnectionManager- wait_MediaConnectReply(21438404,21438406)

200 OK with SDP a=sendonly sent instead of 183 session progress thus connecting the call rather than an early media.
00452928.001 |18:22:22.848 |AppInfo  |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 56658 index 14 
[14496,NET]
SIP/2.0 200 OK
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: 
     
     
       ;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808 
     
To: 
     
     
       ;tag=4690~8b68bd5c-f78f-44c5-b1ce-8ea93a8efbb6-21438404 
     
.
.
//Truncated Output
.
.
v=0
o=CiscoSystemsCCM-SIP 4690 1 IN IP4 10.106.111.105
s=SIP Call
c=IN IP4 10.106.111.105
t=0 0
m=audio 4000 RTP/AVP 0 8 18
a=X-cisco-media:umoh+ConnSendOnly
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=sendonly

H323正常呼叫流

Incoming H323 Setup Message
00091345.011 |09:03:06.341 |AppInfo  |SPROCRas - {
  h323-uu-pdu 
  {
    h323-message-body setup : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
        sourceAddress 
        {
          dialedDigits : "999919",
          h323-ID : {"999919", {0, 0, 0, 0}, ...}
.
.
//Truncated Output
  
Digit Analysis takes place
00091367.006 |09:03:06.384 |AppInfo  |Digit analysis: match(pi="2", fqcn="", cn="999919",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00091367.007 |09:03:06.384 |AppInfo  |Digit analysis: analysis results
00091367.008 |09:03:06.384 |AppInfo  ||PretransformCallingPartyNumber=999919
|CallingPartyNumber=999919
|DialingPartition=
|DialingPattern=0000

Annunciator Allocated for initial announcement
00091378.001 |09:03:06.388 |AppInfo  |QueueControlCdrc(1) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00091384.001 |09:03:06.388 |AppInfo  |MediaResourceCdpc(1)::waiting_MrmAllocateAnnResourceReq - CI = 25333775

Call Proceeding Message sent
00091386.005 |09:03:06.389 |AppInfo  |{
  h323-uu-pdu 
  {
    h323-message-body callProceeding : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output
  
Media Negotiation takes place for the initial announcement
00091407.001 |09:03:06.392 |AppInfo  |ARBTRY-ConnectionManager-wait_MediaConnectRequest(25333773,25333775)

00091447.001 |09:03:06.411 |AppInfo  |ARBTRY-ConnectionManager- wait_MediaConnectReply(25333773,25333775)

H323 Progress message sent for early media, which is followed by the H245 messages for media negotiation
00091456.005 |09:03:06.411 |AppInfo  |SPROCRas - {
  h323-uu-pdu 
  {
    h323-message-body progress : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output

H323 Call flow with the "Connect Inbound Call before Playing Queuing Announcement" checked

Incoming setup message to the CUCM
00092572.010 |09:07:25.234 |AppInfo  |SPROCRas - {
  h323-uu-pdu 
  {
    h323-message-body setup : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
        sourceAddress 
        {
          dialedDigits : "999919",
          h323-ID : {"999919", {0, 0, 0, 0}, ...}
        },
.
.
//Truncated Output

  
Digit Analysis takes place
00092594.006 |09:07:25.236 |AppInfo  |Digit analysis: match(pi="2", fqcn="", cn="999919",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00092594.007 |09:07:25.236 |AppInfo  |Digit analysis: analysis results
00092594.008 |09:07:25.236 |AppInfo  ||PretransformCallingPartyNumber=999919
|CallingPartyNumber=999919
|DialingPartition=
|DialingPattern=0000

Annunciator is invoked for initial announcement
00092605.001 |09:07:25.236 |AppInfo  |QueueControlCdrc(2) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00092611.001 |09:07:25.237 |AppInfo  |MediaResourceCdpc(2)::waiting_MrmAllocateAnnResourceReq - CI = 25333779


H323 Proceeding message sent out
00092612.005 |09:07:25.237 |AppInfo  |{
  h323-uu-pdu 
  {
    h323-message-body callProceeding : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output
  
Media negotiation takes place
00092634.001 |09:07:25.238 |AppInfo  |ARBTRY-ConnectionManager-wait_MediaConnectRequest(25333777,25333779)
00092674.001 |09:07:25.240 |AppInfo  |ARBTRY-ConnectionManager- wait_MediaConnectReply(25333777,25333779)

Connect message is sent out instead of H323 Progress message placing the call in connected state rather than early media. The H245 messages will be exchanged post this message.
00092686.006 |09:07:25.240 |AppInfo  |SPROCRas - {
  h323-uu-pdu 
  {
    h323-message-body connect : 
      {
        protocolIdentifier { 0 0 8 2250 0 5 },
        h245Address ipAddress : 
          {
            ip '0A6A6F69'H,
            port 34408
          },
.
.
//Truncated Output

故障排除

目前没有针对此配置的故障排除信息。