Basic call queuing/routing on Unity or cucm

[carl_townshend]

Hi All

Can anyone tell me if and how I can do basic call queuing on my unity server, I want to have an option where they come to a prompt, they press 1 to go to a certain dept or press 2 to go to another dept?

Or could you do this on CUCM 11.5 anyway ?

[Mike_Brezicky]

CUC and CUCM work together in this.
You would want to create a call handler with the extension of the number dialed. Then you can create Caller Input options for 1, 2, etc.

If you want to take it a step further, in CUCM 11.5, you can set this option 1, 2 to be sent to a hunt pilot with native call queuing enabled. This will allow calls to the hunt group (if one is needed) to sit in queue with MoH until a hunt group member is available. allows for a sort of simplified uccx routing without needing uccx.

[carl_townshend]

Hi Mike

When you say with the extension of the number dialled what do you mean?

The extensions all sit on the cucm.

For example I want the users to call 4444, which then should go to a VM call handler.

So would I just create an extension on CUCM with number 4444, then put forward all to Voicemail.

Then in the Call Handler, you would put 4444 as the extension?

cheers

[Jaime Valencia]

CTI RP in CUCM with DN AAAA with CFA to VM

Call handler in CUC with DN AAAA

Then you configure the behavior you need, play a greeting, then send them somewhere automatically, let them enter a DN, tell them to press 1 to go somewhere, etc.

In CUC it's basically call handlers, and within them greetings, caller input and transfer rules to do any of the above.

If you then want queuing, then you send the call back to CUCM to a line group with queuing enabled.