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

Bennie Grant Bennie.Grant at mettoni.com
Thu Mar 3 15:41:44 EST 2011


Regarding shared line support – I couldn’t comment, as that’s a Cisco CTI thing. Unfortunately, I know that its a pretty large undertaking, so if I'm honest I wouldn’t expect it in the near term

What you say below is essentially correct. As you know, CUBAC is based on the same architecture as the Arc Premium products – and this has always been the case with both product suites.

There's a couple of different ways to handle this:

 1.  If all users are true operators (I.e. They need the directory, etc etc), then give them all CUBAC – as they'll need this to do their job
 2.  If some of the users are "backup" and don't need a full console, then by definition they should be secondary call answerers. In that case, use the overflow timer to send calls over to them after a set period of time (say 30 seconds or something similar). The overflow can be sent to a shared line

Option 2 means that if the operators are available, then they will answer the call – as is their primary function. If not, after a certain time, you send the cal to the "back office" - which could be a hunt group, shared line etc – and that team pick up the call in between their other tasks

Cheers

Bennie Grant
VP - Operations
Arc Solutions (International) Inc
Part of the Mettoni group | www.mettoni.com

From: Brian Schultz <bms314 at gmail.com<mailto:bms314 at gmail.com>>
Date: Thu, 3 Mar 2011 19:21:45 +0000
To: Bennie Grant <bennie.grant at mettoni.com<mailto:bennie.grant at mettoni.com>>
Cc: Cisco-voip <cisco-voip at puck.nether.net<mailto:cisco-voip at puck.nether.net>>
Subject: Re: [cisco-voip] CUBAC - Forced Delivery and Shared Lines

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<mailto: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<http://www.mettoni.com>

From: Brian Schultz <bms314 at gmail.com<mailto:bms314 at gmail.com>>
Date: Thu, 3 Mar 2011 15:50:10 +0000
To: Cisco-voip <cisco-voip at puck.nether.net<mailto: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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