<html xmlns:v="urn:schemas-microsoft-com:vml" xmlns:o="urn:schemas-microsoft-com:office:office" xmlns:w="urn:schemas-microsoft-com:office:word" xmlns:m="http://schemas.microsoft.com/office/2004/12/omml" xmlns="http://www.w3.org/TR/REC-html40"><head><META HTTP-EQUIV="Content-Type" CONTENT="text/html; charset=us-ascii"><meta name=Generator content="Microsoft Word 14 (filtered medium)"><!--[if !mso]><style>v\:* {behavior:url(#default#VML);}
o\:* {behavior:url(#default#VML);}
w\:* {behavior:url(#default#VML);}
.shape {behavior:url(#default#VML);}
</style><![endif]--><style><!--
/* Font Definitions */
@font-face
{font-family:"Cambria Math";
panose-1:2 4 5 3 5 4 6 3 2 4;}
@font-face
{font-family:Calibri;
panose-1:2 15 5 2 2 2 4 3 2 4;}
@font-face
{font-family:Tahoma;
panose-1:2 11 6 4 3 5 4 4 2 4;}
@font-face
{font-family:Verdana;
panose-1:2 11 6 4 3 5 4 4 2 4;}
/* Style Definitions */
p.MsoNormal, li.MsoNormal, div.MsoNormal
{margin:0in;
margin-bottom:.0001pt;
font-size:11.0pt;
font-family:"Calibri","sans-serif";}
a:link, span.MsoHyperlink
{mso-style-priority:99;
color:blue;
text-decoration:underline;}
a:visited, span.MsoHyperlinkFollowed
{mso-style-priority:99;
color:purple;
text-decoration:underline;}
p.MsoAcetate, li.MsoAcetate, div.MsoAcetate
{mso-style-priority:99;
mso-style-link:"Balloon Text Char";
margin:0in;
margin-bottom:.0001pt;
font-size:8.0pt;
font-family:"Tahoma","sans-serif";}
span.BalloonTextChar
{mso-style-name:"Balloon Text Char";
mso-style-priority:99;
mso-style-link:"Balloon Text";
font-family:"Tahoma","sans-serif";}
span.balloontextchar0
{mso-style-name:balloontextchar;
mso-style-priority:99;
font-family:"Tahoma","sans-serif";}
span.EmailStyle20
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:windowtext;}
span.EmailStyle21
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle22
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle23
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle24
{mso-style-type:personal;
font-family:"Calibri","sans-serif";
color:#1F497D;}
span.EmailStyle25
{mso-style-type:personal;
font-family:"Arial","sans-serif";
color:navy;}
span.EmailStyle26
{mso-style-type:personal-reply;
font-family:"Calibri","sans-serif";
color:#1F497D;}
.MsoChpDefault
{mso-style-type:export-only;
font-size:10.0pt;}
@page WordSection1
{size:8.5in 11.0in;
margin:1.0in 1.0in 1.0in 1.0in;}
div.WordSection1
{page:WordSection1;}
--></style><!--[if gte mso 9]><xml>
<o:shapedefaults v:ext="edit" spidmax="1026" />
</xml><![endif]--><!--[if gte mso 9]><xml>
<o:shapelayout v:ext="edit">
<o:idmap v:ext="edit" data="1" />
</o:shapelayout></xml><![endif]--></head><body lang=EN-US link=blue vlink=purple><div class=WordSection1><p class=MsoNormal><span style='color:#1F497D'>Past experience has shown that requiring end users to perform an action other than picking up the phone, is usually a good way to load test your help-desk ticketing system.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Dennis Heim<br>Network Voice Engineer<br>CDW Advanced Technology Services<br>11711 N. Meridian Street, Suite 225<br>Carmel, IN 46032<br><br>317.569.4255 Office<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>317.569.4201 Fax<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>317.694.6070 Cell<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><a href="mailto:dennis.heim@cdw.com" title="mailto:dennis.heim@berbee.com">dennis.heim@cdw.com</a><br></span><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><a href="http://www.cdw.com/content/solutions/unified-communications/">cdw.com/content/solutions/unified-communications/</a><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p> </o:p></span></p></div><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Bill [mailto:bill@hitechconnection.net] <br><b>Sent:</b> Wednesday, May 26, 2010 8:37 AM<br><b>To:</b> 'Cheng, Karen'; Dennis Heim; 'Haas, Neal'; 'voip puck'<br><b>Subject:</b> RE: [cisco-voip] Hunt group question<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:navy'>The way Dennis described is the correct way as per IPCC deployments. Your way is the easy way. Just because it is easy and it “works” does not mean it is the right. <o:p></o:p></span></p><p class=MsoNormal><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:navy'><o:p> </o:p></span></p><div><div class=MsoNormal align=center style='text-align:center'><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><hr size=2 width="100%" align=center></span></div><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Cheng, Karen<br><b>Sent:</b> Tuesday, May 25, 2010 8:53 PM<br><b>To:</b> 'Dennis Heim'; Haas, Neal; 'voip puck'<br><b>Subject:</b> Re: [cisco-voip] Hunt group question</span><span style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'>Or you could just leave the busy trigger and allow the people in the hunt to receive the second call and put them on hold themselves….less configuration and less troubleshooting ….<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'><o:p> </o:p></span></p><div><div><p class=MsoNormal><b><i><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#003478'>Karen Cheng</span></i></b><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p></o:p></span></p></div><div><p class=MsoNormal><i><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#003478'>Voice Network Engineer</span></i><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p></o:p></span></p></div><div><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'> <o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'> </span><span lang=EN-AU style='color:#1F497D'><o:p></o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> Dennis Heim [mailto:Dennis.Heim@cdw.com] <br><b>Sent:</b> Wednesday, 26 May 2010 11:39 AM<br><b>To:</b> Cheng, Karen; Haas, Neal; 'voip puck'<br><b>Subject:</b> RE: Hunt group question<o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>You will need to set each DN in the hunt group to max calls = 2, busy trigger = 1. Then it will take the hunt pilot busy action. Then you will need to send it to Unity, which hits a call handler, the allows holding and does a supervised transfer back to the hunt pilot.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Dennis Heim<br>Network Voice Engineer<br>CDW Advanced Technology Services<br>11711 N. Meridian Street, Suite 225<br>Carmel, IN 46032<br><br>317.569.4255 Office<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>317.569.4201 Fax<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>317.694.6070 Cell<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><a href="mailto:dennis.heim@cdw.com" title="mailto:dennis.heim@berbee.com">dennis.heim@cdw.com</a><br></span><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><a href="http://www.cdw.com/content/solutions/unified-communications/">cdw.com/content/solutions/unified-communications/</a><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p> </o:p></span></p></div><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Cheng, Karen<br><b>Sent:</b> Tuesday, May 25, 2010 9:10 PM<br><b>To:</b> Haas, Neal; 'voip puck'<br><b>Subject:</b> Re: [cisco-voip] Hunt group question<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'>Depends on how you set up the Line Group….underneath the configuration you can choose the behaviour when a member of the group is busy, unavailable etc…<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'>in the hunt pilot you can also set a last resort number if needed….<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'><o:p> </o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'>also see what busy trigger is set on the phones as well….not 100% but if the busy trigger on the phones are 2 the hunt may send them a second call which can be put on hold by the user themselves….<o:p></o:p></span></p><p class=MsoNormal><span lang=EN-AU style='color:#1F497D'><o:p> </o:p></span></p><div><div><p class=MsoNormal><b><i><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#003478'>Karen Cheng</span></i></b><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p></o:p></span></p></div><div><p class=MsoNormal><i><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#003478'>Voice Network Engineer</span></i><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p></o:p></span></p></div><div><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'> <o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'> </span><span lang=EN-AU style='color:#1F497D'><o:p></o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Dennis Heim<br><b>Sent:</b> Wednesday, 26 May 2010 11:04 AM<br><b>To:</b> Haas, Neal; 'voip puck'<br><b>Subject:</b> Re: [cisco-voip] Hunt group question<o:p></o:p></span></p></div></div><p class=MsoNormal><span lang=EN-AU><o:p> </o:p></span></p><p class=MsoNormal><span style='color:#1F497D'>You need some type of queuing mechanism. You can get Unity to do some holding, but you don’t have much configuration on how it operates.<o:p></o:p></span></p><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>Dennis Heim<br>Network Voice Engineer<br>CDW Advanced Technology Services<br>11711 N. Meridian Street, Suite 225<br>Carmel, IN 46032<br><br>317.569.4255 Office<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:black'>317.569.4201 Fax<br></span><span style='font-size:10.0pt;font-family:"Arial","sans-serif";color:#1F497D'>317.694.6070 Cell<o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='color:#1F497D'><a href="mailto:dennis.heim@cdw.com" title="mailto:dennis.heim@berbee.com">dennis.heim@cdw.com</a><br></span><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><a href="http://www.cdw.com/content/solutions/unified-communications/">cdw.com/content/solutions/unified-communications/</a><o:p></o:p></span></p><p class=MsoNormal style='mso-margin-top-alt:auto;mso-margin-bottom-alt:auto'><span style='font-size:12.0pt;font-family:"Times New Roman","serif";color:#1F497D'><o:p> </o:p></span></p></div><p class=MsoNormal><span style='color:#1F497D'><o:p> </o:p></span></p><div><div style='border:none;border-top:solid #B5C4DF 1.0pt;padding:3.0pt 0in 0in 0in'><p class=MsoNormal><b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'>From:</span></b><span style='font-size:10.0pt;font-family:"Tahoma","sans-serif"'> cisco-voip-bounces@puck.nether.net [mailto:cisco-voip-bounces@puck.nether.net] <b>On Behalf Of </b>Haas, Neal<br><b>Sent:</b> Tuesday, May 25, 2010 6:23 PM<br><b>To:</b> 'voip puck'<br><b>Subject:</b> [cisco-voip] Hunt group question<o:p></o:p></span></p></div></div><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>I have a department asking me if they do a hunt group with 4 phones if 5 phone calls come in, what happens? I told them that they would get a busy signal. They want to know if it is possible to put them in a hold position until a line clears up.<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Is this possible?<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Callmanager 7.1.X and unity 7<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Thanks<o:p></o:p></p><p class=MsoNormal><o:p> </o:p></p><p class=MsoNormal>Neal<o:p></o:p></p><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><br></span><span lang=EN-AU style='font-size:7.5pt;font-family:"Verdana","sans-serif";color:green'>Plan ahead these school holidays with RACQ's online trip planner - and don't forget to pack Ultra Care for additional travel benefits following a breakdown. Some conditions apply. Visit <a href="http://www.racq.com.au">http://www.racq.com.au</a> for details.<br></span><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><br></span><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:gray'>Please Note: If you are not the intended recipient, please delete this email as its use is prohibited. RACQ does not warrant or represent that this email is free from viruses or defects. If you do not wish to receive any further commercial electronic messages from RACQ please e-mail <a href="mailto:unsubscribe@racq.com.au">unsubscribe@racq.com.au</a> or contact RACQ on 13 19 05.</span><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p><p class=MsoNormal><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><br></span><span lang=EN-AU style='font-size:7.5pt;font-family:"Verdana","sans-serif";color:green'>Plan ahead these school holidays with RACQ's online trip planner - and don't forget to pack Ultra Care for additional travel benefits following a breakdown. Some conditions apply. Visit <a href="http://www.racq.com.au">http://www.racq.com.au</a> for details.<br></span><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><br></span><span lang=EN-AU style='font-size:10.0pt;font-family:"Arial","sans-serif";color:gray'>Please Note: If you are not the intended recipient, please delete this email as its use is prohibited. RACQ does not warrant or represent that this email is free from viruses or defects. If you do not wish to receive any further commercial electronic messages from RACQ please e-mail <a href="mailto:unsubscribe@racq.com.au">unsubscribe@racq.com.au</a> or contact RACQ on 13 19 05.</span><span lang=EN-AU style='font-size:12.0pt;font-family:"Times New Roman","serif"'><o:p></o:p></span></p></div></body></html>