Call Queuing with 11.5 (SU9)

[winston75]

All,

after applying su9 & Apache Log4j I have noticed that calls no longer are queued nor do they receive the welcome prompt. 

the RNA expires (10) and then the error "The number you have dialed is not in service"

This feature worked previously before the updates were applied. 

Has anyone come across this issue?

[Nithin Eluvathingal]

RNA 10 is too short.

Have you cross checked the setting on Hunt pilot queue settings?

2.12.0.0

[winston75]

The RNA is just for test purposes.
I have checked all settings. The call hits all group members but never goes into the queue.

[b.winter]

As I recall, it is normal, that the call isn't put into the queue, when no one answers.

Doesn't make any sense to me, cause who should take the call from the queue, if no one was "available" beforehand.

Also check out this:

https://www.cisco.com/c/en/us/support/docs/unified-communications/unified-communications-manager-callmanager/210537-Native-Call-Queueing-Enhancement-in-CUCM.html?referring_site=RE&pos=2&page=https://www.cisco.com/c/en/us/support/docs/unified-communic...

When a call comes in and reaches the hunt pilot, these functions are provided:

• A caller can be connected to an initial customizable greeting announcement before proceed.
• If one or more line members are logged in to the hunt pilot and are in an idle state, and if no calls are
  queued, the call is extended to the line member that has been idle for the longest period of time.
• If no line members answer a call, that caller is not placed in queue. The call is routed to a new destination
  or disconnected, based on the setup When no hunt members answer, are logged in, or registered.
• If a line member does not answer a queue-enabled call, that line member is logged off the hunt group
  only if the option Automatically Logout Hunt Member on No Answer is selected in the Line Group
  setup window.
• Calls are placed in queue only if all members are busy.
• A caller who is connected in queue can hear Music On Hold and a repeating (customizable) periodic
  announcement.
• After a line member becomes idle, the caller with the longest wait time across multiple hunt groups is
  extended to the idle line member. If the idle line member does not answer the call, the caller is returned
  to the previous position in the queue.
• If a queued call exceeds its maximum wait time or the maximum number of callers allowed in queue is
  exceeded, the call can be routed to an alternate number or it can be disconnected, depending on how the
  hunt pilot is configured. The alternate number can be one of the following:
  • A hunt pilot DN with queuing either enabled or disabled
  • A voicemail DN
  • A line DN
  • A shared DN
• Line members can display the queue status of their queue-enabled hunt pilots. The queue status display
  provides the following types of information:
  • Hunt pilot pattern
  • Number of queued callers on each hunt pilot
  • Longest waiting time

[Nithin Eluvathingal]

Thats expected behavior.

How call queuing works in a Hunt pilot.

When a hunt pilot has more calls distributed through the call distribution feature than its hunt members can handle at any given time, call queuing holds these calls in a queue until they can be answered.

2.12.0.0

2.12.0.0

[winston75]

In the past when i called the HP it was one ring then placed in the queue and a greeting began. Now it just rings to all members of the group and then ends with " the number you have dialed in not in service" TAC seems to be stumped as well. 

[Maren Mahoney]

For queue-enabled hunt pilots, the 'greeting' that happens before calls are sent to line group members is a setting on the MoH audio source. Look for "Initial Announcement for queuing-enabled Hunt Pilot calls" on the MoH Audio source. That determines if the welcome message is played for all calls to the hunt pilot or only for queued calls. It is possible this setting has altered during the upgrade. (It shouldn't...but stranger things have happened.)

For the post-line-group-ringing behavior, that would be the final forwarding settings in the "Queue Calls" section of the hunt pilot. Given what you've said, I would guess that you've checked that.

Suggestion: Build a brand new hunt from scratch to see if it exhibits the same behavior. That will tell you if it is a setting, something funky that happened to your existing hunt during the upgrade, or if you've hit a bug.

Maren