Cisco Unified Communications Manager Administration considerations
The Call Queuing feature provides an enhanced capability to handle incoming calls to a hunt pilot number. When an incoming call reaches the hunt pilot, the following capabilities are provided:
- A caller may be connected to an initial customizable greeting announcement before proceeding
- If one or more line members are logged into the hunt pilot and are in an idle state, and if no calls are queued, then the call is extended to the line member that has been idle for the longest period of time
- If no line members answer a call, then that caller is placed in a holding queue
- If a line member does not answer a queue-enabled call, that line member is logged off automatically
- While the caller is in the queue they may hear Music On Hold and a repeating (customizable) periodic announcement
- Once a line member becomes idle, the caller with the longest wait time across multiple hunt groups is extended to the idle line member. If the idle line member does not answer the call, the caller is returned to their previous position in the queue
- If a queued call exceeds its maximum wait time, it can be routed to another pattern or it can be disconnected, depending upon how the hunt pilot configuration is configured
- If the maximum number of callers allowed in queue has been reached, any subsequent caller can be routed to another pattern or disconnected, depending upon how the hunt pilot configuration is configured
- Line members can display the queue status of their queue-enabled hunt pilots (in other words, the hunt pilots with which they are associated). The queue status display provides the following types of information:
- Hunt pilot pattern
- Number of queued callers on each hunt pilot
- Longest waiting time
For shared-line deployments, the availability of all devices with that shared-line are combined to provide a final status. If a shared-line device for one or members appears as on-hook, but all others are indicating off-hook, the final status for that line member remains on-hook.
Call queuing works in conjunction with existing hunt pilots, but there are no changes in the behavior of the hunting mechanism for either queuing or non-queuing hunt pilots. There are, however; specific features associated with hunt pilots that have call queuing enabled:
- Queuing-enabled hunt pilot calls can only be received by line members one call at a time. Two queuing-enabled hunt pilot calls cannot be offered to a line member (no matter what the busy trigger is set to). This does not limit a line member to only receive calls directly to their DN or from non-queuing hunt pilots.
- Line members who do not answer hunt pilot routed calls are automatically logged out. A line member is automatically logged out of a device if the line member receives a queuing-enabled hunt pilot call and does not answer the call until an RNA reversion time-out occurs. In the case of a shared-line deployment, all devices configured with the same shared-line are logged out.
While the calling party is in queue, the caller receives a MoH treatment depending upon the network MoH settings for that hunt pilot. There is option available to play the initial announcement first and then offer a call to a hunt pilot. If the call is not answered by any of the line members, the caller is placed on hold (in queue) with an announcement provided periodically in addition to MoH. The second option involves offering the call to a hunt pilot DN first, and then place caller on hold (in queue) if the call is not answered. Again, an announcement is provided periodically in addition to MoH. When a line member becomes available to answer the next caller in the queue, the call that has been in the queue the longest is offered to line member. If the line member does not answer the call, the caller is placed back in the queue at the same position.
Alternate Number Configuration
Call Queuing configuration provides for the routing of calls to an alternate number. These alternate numbers may be:
- A hunt pilot DN with queuing either enabled or disabled
- A voice mail DN
- A line DN
- A shared DN
There are three main scenarios where alternate numbers are used:
- When queue is full
- When maximum wait time is met
- When no hunt members are logged in or registered
When queue is full
Call Queuing allows up to 100 callers to be queued per hunt pilot (the maximum number of callers allowed in queue on a hunt pilot page). Once this limit for new callers been reached on a particular hunt pilot, subsequent calls can be routed to an alternate number. This alternate number can be configured through the Hunt Pilot configuration page (through the “Destination When Queue is Full” settings).
When maximum wait time is met
Each caller can be queued for up to 3600 seconds per hunt pilot (the maximum wait time in queue). Once this limit is reached, that caller is routed to an alternate number. This alternate number can be configured through the Hunt Pilot configuration page (through the “Maximum wait time in queue” settings).
When no hunt members are logged in or registered
In a scenario where none of the members of the hunt pilot are available or registered at the time of the call, hunt pilot configuration provides an alternate number field (through the “When no hunt members are logged in or registered” settings) where calls can be routed. For Call Queuing, a hunt pilot member is considered available if that member has both deactivated do not disturb (DND) and logged into the hunt group. In all other cases, the line member is considered unavailable or logged off.
Music on Hold
MoH capabilities have been enhanced to play an optional initial greeting announcement when a caller is first put on hold and also to play a periodic repeating announcement when a caller is hearing the normal MoH audio. These announcements can use one of the Cisco-provided audio files or a custom file that is uploaded into the system.
A number of new serviceability counters have been added to a folder called "Cisco Hunt Pilots" to monitor queuing. These counters, based on the Hunt Pilot DN, include:
- HuntPilot/QCallsAbandoned - the number of calls (since the last system reboot) which were queued, but disconnected, prior to being answered by a hunt member or redirected normally
- HuntPilot/CallsInQueue - the number of calls currently in queue
- HuntPilot/QCallsRingNoAnswer - the number of calls (since the last system reboot) which were not answered after being routed to a line group member
- HuntPilot/QLongestCallWaiting - the time, in seconds, of the call that currently has the longest wait time in queue
- HuntPilot/MaxQDepthExceeded - the number of occurrences (since the last system reboot) when a call was routed to an alternate destination after the maximum number of callers allowed in queue was reached
- HuntPilot/MaxQWaitTimerExceeded - the number of occurrences (since the last system reboot) when a call was routed to an alternate destination after the maximum wait time in queue was reached
- HuntPilot/LineGroupMembersAvailable - the number of idle (on-hook) line group members (DNs) currently eligible to receive calls from the queuing-enabled hunt pilot
The new performance counter for Media Streaming Annunciator can be reached from the Real Time Monitoring Tool via Performance > expand server name > Cisco Media Streaming App > ANNPlayFailed.
For more information, see the Cisco Unified Real Time Monitoring Tool Administration Guide.