[cisco-voip] playing hold whilst hunting?

Thu Mar 25 10:26:02 EDT 2010

Right, I am sort of getting there :) 

( Thanks Pat )

Caller 1 rings, gets put on hold while the hunt rings.
Caller 2 rings, is told their Queue and asked. if the

1) Continue to hold
2) Leave a message ( this goes to the correct mailbox )
3) Try a different extension

question 1, what controls this caller input? I can't find where it's controled from???
question 2, if no option is selected, after the second reprompt it then goes to the auto atendant opening greeting ( I guess this is the default action of the answer to question 1 )
question 3, if option 1 is selected the call que plays some awful cheesys crap hold music not the hold music for the extension... Where's that comming from!!!!

As you say, it does periodicaly check the line status if  Phone 1 is ringing the call remains queued, if phone 1 is on call then the next caller does get transfered to the hunt if they remember to press option 1 other wise they get to the organisations opening greeting.

Question 3, is that checking time configureable?

Almost cracked it!!!!!

Thanks again.

Rob

===============================
Robin Clayton
Network Manager 
Tel: 01228822075 

Richard Rose Central Academy 
Edgehill Road 
Carlisle 
Cumbria 
CA1 3SL 

Tel: 01228 822060 
Fax: 01228 822061 

http://www.richardroseacademies.org/ 

>>> Pat Hayes <pat-cv at wcyv.com> 25/03/2010 13:52 >>>
Right, as I said the queueing is very basic. With a supervised transfer (where UC is the one doing the supervising), it will only extend one call at a time. If a caller is already on hold for a particular destination while UC rings it, any calls to that destination after that will be queued up on UC until the first call connects. Once the first call connects, the second call will be extended shortly thereafter (I think it checks every 15-30 seconds), then the third, etc. The idea being that your typical transfer destination is a single person/phone who can only handle one phone call at a time.

For the call that is actually being extended to the hunt group, UC will wait for however many rings you have defined on the transfer rule page. If it exceeds that, the call will automatically be sent to the greeting for whatever call handler or user that the transfer rule is defined on. For the callers 2 and higher, they are asked every 30 seconds or so if they want to continue to hold or leave a message. If they don't press either key, I think they are routed back to opening greeting.

That is how the basic queueing function of UC (and Unity) works. Anything else will pretty much require a contact center solution.

On Thu, Mar 25, 2010 at 4:36 AM, Robin Clayton <Robin.Clayton at rrca.org.uk> wrote:

Well we have a hunt group with 4 phones,
if we "release to switch" it will hunt round on the 1st and subsequent in progress calls.
if we "supervised transfer" it will hunt for the 1st call, the next call gets put on hold even if three other phones are free on the hunt group. eventualy it goes back to the auto-attendant?
I don't mind if there is no hold music if the sytem reminds you that your on hold and X in the queue.
So for some reason Unity thinks the line is busy even though the hunt has free members.
Thanks
Rob
===============================
Robin Clayton
Network Manager 
Tel: 01228822075 

Richard Rose Central Academy 
Edgehill Road 
Carlisle 
Cumbria 
CA1 3SL 

Tel: 01228 822060 
Fax: 01228 822061 

http://www.richardroseacademies.org/ 

>>> Pat Hayes <pat-cv at wcyv.com> 25/03/2010 02:45 >>>

Ah, I didn't realize you were trying to queue multiple calls. Both Unity and UC have only basic queueing options. You can use a blind transfer, which as you initially discovered just releases the caller to the phone switch, which will play ringback. With a supervised transfer, the behavior is governed by the "if extension is busy setting". When the second call arrives, you can send the caller to a voicemail box, ask the caller to hold, or let the caller pick between those two choices. The catch with the holding, is that it isn't MOH, you're listening to UC and I think it prompts you every 30-60 seconds for whether or not you want to continue to hold. It isn't configurable.

If you need anything other than that, you'd need some sort contact center solution, as Mike mentioned.

On Wed, Mar 24, 2010 at 5:45 AM, Robin Clayton <Robin.Clayton at rrca.org.uk> wrote:

Ok, That sort of works,
I get the call placed on hold music, and if it's not answered it hunts round and eventualy goes to the correct voicemail ( after fiddling a little )
BUT.....
if there's two calls.
1 Goes to the hunt, 
2 gets placed on hold with no music and a message about the queue, eventualy it gets pusehd to the autoattendant???? 
So getting there but not quite..
Rob
===============================
Robin Clayton
Network Manager 
Tel: 01228822075 

Richard Rose Central Academy 
Edgehill Road 
Carlisle 
Cumbria 
CA1 3SL 

Tel: 01228 822060 
Fax: 01228 822061 

http://www.richardroseacademies.org/ 

>>> Pat Hayes <pat-cv at wcyv.com> 23/03/2010 14:08 >>>
You can configure the transfer rule in UC to do a supervised, rather than release, transfer. With this option, UC will keep the caller on hold until the call enters a connected state before completing the transfer.

On Tue, Mar 23, 2010 at 5:51 AM, Mike Thompson <mthompson729 at gmail.com> wrote:

Unfortunately the way to do that is to run it through UCCX, so you would need a separate application / server just for that feature.

From: cisco-voip-bounces at puck.nether.net [mailto:cisco-voip-bounces at puck.nether.net] On Behalf Of Robin Clayton
Sent: Tuesday, March 23, 2010 4:40 AM
To: cisco-voip at puck.nether.net
Subject: [cisco-voip] playing hold whilst hunting?

CUCM 6.1

Unity Connextion 2.x

Is it possible to get hold music instead of ringing when unity transferes a call to a hunt group?

Thanks

Robin

Richard Rose Central Academy 
Edgehill Road 
Carlisle 
Cumbria 
CA1 3SL 

Tel: 01228 822060 
Fax: 01228 822061 

http://www.richardroseacademies.org/ 

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