Call Queuing Overview
Cisco Unified Communications Manager provides Call Queuing to place callers in a queue until hunt members are available to answer them. An administrator can set the default so callers receive an initial greeting announcement before the call is extended to an agent or the default can be changed so the initial announcement plays only after the caller is put in the queue followed by Music On Hold or Tone On Hold. If the caller remains in queue for a specified period of time, a secondary announcement is played at a configured interval until the call can be answered or until the maximum wait timer expires.
When an incoming call reaches the hunt pilot, the following functions are provided:
- A caller may be connected to an initial customizable greeting announcement before proceeding.
- If one or more line members are logged in to the hunt pilot and are in an idle state, and if no calls are queued, 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, that caller is not placed in queue. The call is routed to a new destination or disconnected, based on the setting When no hunt members answer, are logged in, or registered.
- If a line member does not answer a queue-enabled call, that line member is logged off the hunt group only if the setting Automatically Logout Hunt Member on No Answer is selected in the Line Group setting window.
- Calls are placed in queue only if all members are busy.
- A caller who is waiting in queue may hear Music On Hold and a repeating (customizable) periodic announcement.
- After 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 the previous position in the queue.
- If a queued call exceeds
its maximum wait time or the maximum number of callers allowed in queue is
exceeded, the call can be routed to an alternate number or it can be
disconnected, depending on how the hunt pilot is configured. The alternate
number can be one of the following:
- A hunt pilot DN with queuing either enabled or disabled
- A voicemail DN
- A line DN
- A shared DN
- Line members can display
the queue status of their queue-enabled hunt pilots. The queue status display
provides the following types of information:
- Hunt pilot pattern
- Number of queued callers on each hunt pilot
- Longest waiting time
Call queuing works in conjunction with existing hunt pilots, but there are no changes in the behavior of the hunting operation for either queuing or nonqueuing hunt pilots. Hunt pilots that have call queuing enabled provide the following features:
- 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. A line member can receive calls directly to the DN or from non-queuing hunt pilots.
- Line members who do not answer calls that are routed by hunt pilots 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 before timeout occurs. In the case of a shared-line deployment, all devices configured with the same shared line are logged out. You can configure this behavior from the Line Group setting window by selecting Automatically Logout Hunt Member on No Answer. Line members are logged out only if this check box is checked.
For information about Call Queuing monitoring or announcements monitoring, see Cisco Unified Real Time Monitoring Tool Administration Guide.
You can configure the inbound calls to change to the connected call state before playing the queuing announcement while the call is extended to a hunt member in the queuing-enabled hunt pilot.