[cisco-voip] PBX functionality with Call manager 4.0

Carter, Bill WCarter at sentinel.com
Fri Feb 11 16:16:10 EST 2005 

Mike,

Let me try to answer your questions.  In general Terms, I think your first question is about how to handle inbound calls to your main number.  This can be handled in a couple of ways:
A - Cisco Attendant Console
B - Line Groups

A- Attendant Console.  Can use First Available, Longest Idle, or Circular Hunting.  A Voice-Mail DN can be configured as the last entry in the hunt group list (doesn't work with Longest idle or Circular).  Attendants only receive calls when they are logged into the Attendant Console Client.

1st - Create an Attendant Console Pilot Point.  This can be either a DN matching your DID, or setup a translation pattern for your main number DN to the Attendant Console Pilot Point DN.

2nd - Create Attendant Console users. This is simple a Username and Password.

3rd - Hunt Group configuration.  Add the users to the Hunt Group.  Each user can be added multiple times (once for each line number). I do something like UserA-Line1, UserB-Line2, UserA-Line2 etc.  (phones using Attendant Console can not have the same DN on different lines)

4th - Create a user with a user ID of "ac" (without quotes).  Associated the ac user with the attendant phones and pilot points.

5th - Install the Attendant Console Software on the users PCs.  Users login with the ID and password established in the 2nd step.

B - Line Groups - With CCM 4.1(2) and DN may be a member of multiple Line Groups.

I have a customer with a scenario similar to yours.  A call is placed to a Hunt Pilot Number, the Pilot routes the call to a Hunt List, the Hunt List contains multiple line groups.  If the call is not answered by a person, Unity Voice Mail answers the call and the caller may leave a message.

Here is a call flow.  UserLineGroup1 contains DNs for 3 users.  UserLineGroup2 contains DNs for all users.  The UnityLineGroup is simply the ports to Unity.

Hunt Pilot:	5000
Contains:	HuntList1
Contains:	UserLineGroup1
		UserLineGroup2
		UnityLineGroup

UserLineGroup1 is configured with:
	RNA Timeout 15 secs.
	Distribution Algorithm - Broadcast
	Hunt Options - No Answer/Busy/Not Available "Try next member, try next group in Hunt List"
	Line Group Members - three DNs

UserLineGroup2 is configured with:
	RNA Timeout 15 secs.
	Distribution Algorithm - Broadcast
	Hunt Options - No Answer/Busy/Not Available "Try next member, try next group in Hunt List"
	Line Group Members - all IP Phone DNs

Since the Called number is 5000, when the call hits UnityLineGroup and Unity, the call is routed to VM for subscriber with mailbox 5000.  If you want the call to go to a different Voice-Mail box, set up a Call Routing rule in Unity like "dialed number (DNIS) 5000" - "Send Call to: Subscriber, Send to greeting for John Doe"

-----------Other Questions-----------
1. Do Not Disturb.  We had this issue with a client recently.  I talked to a friend who has been installing Phone Systems for 20 years. He said DND has always been a concept interpreted differently by vendors.  The way I see it DND means "Don't Bug Me".  I have a Cisco IP Phone on my desk, when I don't want to be bugged I hit "Call Forward All" "Messages".  Another scenario is when I am on the phone and a call comes in.  If I don't want to be bugged I hit "iDivert" and the call goes to voice mail.

When our customer asked about DND, I asked what it meant to them:
1. His phone doesn't ring
2. Callers go to voice mail and here a special VM greeting "I am out of the office" instead of "sorry I missed your call"
3. Admin/Receptionist have shared line appearances so they see the DND light

My DND is "Call Forward All" to voice-mail. Here is my response.
1. My phone doesn't ring
2. Callers go to voice mail and here a greeting.  If I want, I can toggle between standard greeting and alternate greeting.
3. Admin/Receptionist use Attendant Console v. 1.4.1.  The see the status of users phone.  My phone shows an icon that looks like an arrow pointing to an envelope.

---------

2. Time of Day Routing.  I haven't played with this feature in 4.1 yet.

3. Paging - Third Party App.


Incidentally, DND and Paging are part of CallManager Express.  Just because they aren't there today, doesn't mean they won't get there.


-----Original Message-----
From: Ryan Ratliff [mailto:rratliff at cisco.com] 
Sent: Thursday, February 10, 2005 10:17 PM
To: Lelio Fulgenzi
Cc: cisco-voip at puck.nether.net
Subject: Re: [cisco-voip] PBX functionality with Call manager 4.0

The only thing I would interject here is that a call routed to a line group will ignore all forwarding settings on individual lines within that line group.  I don't see why you couldn't add the voicemail line group as the 3rd option in the hunt list though.  What you won't be able to do is continue to ring the first group after it rolls to the second (unless the lines in the 2nd group also appear on the phones in the first group).

1) CFwdAll softkey, then hit the messages button.  This forwards all calls on that line to vm.
2) PA might be able to do something like this as well, but it's an added cost and I'm not 100% sure of the functionality with regards to what you'd like to do.
3) Lots of folks out there using Berbee's Informacast successfully.   
I'm not familiar with Net6 so can't comment on it.

-Ryan
On Feb 10, 2005, at 10:32 PM, Lelio Fulgenzi wrote:

I don't know v4 inside and out yet, but I would suspect you would  
create one line group, say line group A with one set of phones, and FWD  
N/A to line group B, which would include the same phones as group A but  
an additional set of phones. If the restriction is on DN and not on  
phones, then creating the phones in group A with two DNs should work.  
As for final destination of voicemail, that's always tricky with hunt  
groups, but typically, you should be able to have an always route  
member option or something like that to the voicemail pilot or a route  
point that is CFwdAll to voicemail. You basically have to fudge it to  
work.
 
As for some of your feature requests, we're in the same boat as you. We  
had what many of our clients consider a 'full featured' system only to  
move to something that can't do some of the common things we could do  
before, e.g. forwarding all lines on a phone.
 
Regarding (1), if your goal is to 'not disturb' the person at the other  
end of the phone, then a new ring type might help. I created a silent  
ring type that many people were very happy with. If your goal is to  
deliver an 'initiate FWD busy target on all lines' then I have not seen  
any thing to fix this.
 
Regarding (2), it may not be pretty, but if you have Unity, you can  
create a call handler with no greetings that the user can change to  
standard and alternate to route calls differently. It will work if you  
plan it out. We've got it working here.
 
Regarding (3), out of the box, you can set a phones DN to autoanswer  
and you can page over the phone's loudspeaker. If you are looking for  
broadcast paging, then you'll have to look for a third party solution  
like Berbee or Net6.
 
-----                                                                 
-----
Lelio Fulgenzi, B.A.                                   
lelio at uoguelph.ca.eh
Network Analyst (CCS)
University of Guelph                             FAX:(519) 767-1060 JNHN
Guelph, Ontario N1G 2W1                          TEL:(519) 824-4120  
x56354
^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^^ 
^^
     remove the 1st letter of the canadian alphabet from my email, eh!
----- Original Message -----
  From: Mike Prince
To: cisco-voip at puck.nether.net
Sent: Thursday, February 10, 2005 10:10 PM
Subject: [cisco-voip] PBX functionality with Call manager 4.0


I am looking for anyone who has implement Call manager 4.0 in the  
following scenario.
 
We would like inbound calls to ring a primary group of extensions (line  
group ?) and if no one picks up continue ringing the primary group and  
start ringing a secondary group (backup personell). If the secondary  
group fails to answer, I then want to send the call to a specific  
voicemail box. I know we can do this with line groups and huntlists but  
no one seems to know an easy way to send it to voicemail plus an  
extension can only be in one line group.
 
We tried the shared line appearance but that is to much of a challenge  
for our user base to manipulate multiple inbound calls. They are having  
difficulty as the softkeys switch to handle the inbound (current  
ringing call).
   
Here is a list on other features that our Cisco provider tell us is a  
PBX function and not implementable with call manager:
1.) No way to place an extension in a DND (do not disturb) mode  
without using IPMA.
2.) No way route calls differently based on time of day( night/day  
mode). This is supposedly implemented in 4.1 but no way to manually  
switch  to night mode.
3.) No way to page over the phones speakerphone. Lack of this one  
feature is kiling us as we were told that we could do this until we got  
ready to implement. Built
       brand new $3 mil building with no overhead paging based on this  
bad information.
 
If you have found a workaround for any of these issues let me know.  
Don't expect every detail just point me in the right direction.
 
 
 
Mike Prince
System Administrator
www.ki-lin.com
904-225-2642
Mike Prince
System Administrator
www.ki-lin.com
904-225-2642

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