[cisco-voip] CUBAC - Forced Delivery and Shared Lines

[Brian Schultz]

Thanks for the response Bennie.

If I am reading this right, I either need all phones that share the main DN
number to also utilize the CUBAC software or none of them...there isn't an
in between like we could do with the old Cisco AC software.  In this
environment (and several others that I support), there are some phones that
have an occurrence of the main number so a backup person can answer inbound
calls to the main number in case the main receptionist is tied up.  Many
times, these phones do not have PC's attached to them as they might be
located in common areas.  With CUBAC, I can no longer use these other phones
to indicate an inbound call because the CTI Route Point sends the call to a
queue.

Any plans to support shared lines in the future?

Also, is there a way to tweak the overflow timer in CUBAC?  If so, an
inbound call could ring the one or two operator consoles for X period of
time then overflow to a hunt pilot which could ring the remainder phones.

Thanks,
Brian


On Thu, Mar 3, 2011 at 10:41 AM, Bennie Grant <Bennie.Grant at mettoni.com>wrote:

> Sounds like what you are trying to do is not supported…you cannot login
> operators into a shared line – and will cause the issues that you are
> seeing…
>
> You don’t want the call to ring directly to the handset (as in, by passing
> the queues), as this causes issues when multiple calls arrive, plus you lose
> the reporting on the queue information
>
> If you want all the operators to ring at the same time, then turn off
> Forced Delivery, and make sure all operators are sharing the same queue.
> Then, when a call comes in to the queue, all of the PC's will ring at the
> same time. While it isn't the "phone" ringing – it is the same experience,
> all PC's will ring at the same time, and whichever operator gets there first
> will answer the call
>
> Alternatively, you can use forced delivery if you need the phone to ring.
> However – as you are seeing – forced delivery works on a "longest waiting"
> basis, so it will ring each phone in turn if the call is not answered, as
> opposed to ringing all of them at the same time..
>
> In your example, if 1,000 is the main DN where the calls come in, then this
> should be translated to the CTI Route Point to let the CUBAC Server take
> care of it – you should not be routing this directly to the handset(s) as
> this is bypassing the system, as I say. If you're doing that, you're
> essentially not using CUBAC – you're just send a DID call to a shared line
>
> Unfortunately, shared lines (same DN, same partition) is not supported in
> CTI, which means that each operator needs to have a unique extension.
>
> Hope that helps
>
> Bennie Grant
> *VP - Operations
> *Arc Solutions (International) Inc
> Part of the Mettoni group | www.mettoni.com
>
> From: Brian Schultz <bms314 at gmail.com>
> Date: Thu, 3 Mar 2011 15:50:10 +0000
> To: Cisco-voip <cisco-voip at puck.nether.net>
> Subject: [cisco-voip] CUBAC - Forced Delivery and Shared Lines
>
> We are running CUBAC 8.5 with two operator licenses and CUCM 8.5.  Our main
> number is a shared line across several phones so it can be answered in
> several different areas.  If I login to CUBAC using the main number DN (1000
> for example), then forced delivery will successfully still ring all of the
> phones as well as allow the CUBAC operator to answer the call.  This however
> poses two issues:
>
> 1)  If the CUBAC operator answers a call and a second call comes in, forced
> delivery no longer pushes the call to all of the phones sharing DN 1000.  I
> can change the RNA timeout on the CTI ports to something low like 5 seconds
> and forward to 1000, but that is inefficient.  Not sure why forced delivery
> doesn't work with a second call.
>
> 2)  The second receptionist is unable to login to CUBAC using the same 1000
> DN because it is already in use.  If they login with their personal
> extension, then inbound calls to the main number CFNA to that personal
> voicemail and forced delivery to the shared line is broken again.
>
> I tried to overcome this by creating a broadcast hunt group instead of a
> shared line.  Unfortunately, the CUBAC operator can't login with the hunt
> pilot number because it is considered an invalid extension.  This also
> breaks my attempt at forced delivery to ring all of the phones
> simultaneously when the CUBAC operator is logged in because the extension is
> unique on all phones within the hunt group.
>
> Can anyone think of another way to make this work?  My goal is to have all
> 6 phones ring simultaneously for calls to the main number and have up to two
> operators be able to login and handle calls through CUBAC.  Of course, this
> worked well with the old built-in Cisco AC.  :-)
>
> Thanks,
> Brian
>
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