Introduction
This document describes the configuration required for Cisco Unified Attendant Console (CUAC) Advanced 10.5 - Out of Hours(OOH) Routing feature.
The Premium, Enterprise and Business versions of the CUAC suite have been consolidated into a single version called Cisco Unified Attendant Console Advanced (Cisco UAC Advanced)
Current Enterprise and Business customers can migrate to Cisco UAC Advanced 10 seamlessly as an upgrade Version 8.6.2, 9.0.1 and 9.1.1 have migration paths to 10.0.
There are no Premium, Enterprise or Business versions in release 10. They are replaced by a single Cisco UAC Advanced version
Compatibility
Cisco Unified Attendant Console Advanced V10.5.1.10 is compatible with:
• Cisco Unified Communications Manager versions 7.1(5) to 10.5(1).
• Cisco Unified Presence (CUP) Server versions 7.1(5) to 10.5(1).
• Cisco TSP versions 7.1(5) to 10.5(1).
OOH Routing feature
The out of hours routing feature enables you to define destinations (numbers or queues) to which calls to a queue are routed outside office hours or during staff breaks. Each queue can have its own out of hours routing configuration.
- Previously the Out of Hours settings were universal across the CUAC system.
- Out of Hours can be set for specific dates or for regular days.
- Dates override days
- Dates are set when the queue is to be out of hours for the whole 24 hour period of that date
- These hours can now be set individually for each queue - The items configured include applicable days, start and end times for each OOH break, and the destination for calls arriving in that queue during that time period.
- To make configuration easier templates can be created and applied to multiple queues
Configuration
Out Of Hours Template configuration
1. To create a template select User Configuration>Templates>Out Of Hours Routing
2. Select Add New
3. Give the template a name, and SAVE
4. To configure the details Click Addnew
5. Enter details of when the OOH breaks are required.
Configuration type is either Day, or by specific date i.e 25th December. In this example we have the same breaks each working day
6. After saving the timings you will need to enter an overflow destination
In this example,standard working day has been set up with OOH breaks from midnight to 08:59:59 and from 17:00 to midnight every weekday.
7. After saving a template, a summary is displayed
Assigning a template to Queue
1. In Queue management select the Out of Hours Routing button on the selected Queue
2. Select the required template from the drop down and click Apply
You can manually add new or edit existing breaks. Select Out of Hours Routing from the Queue page.
For more information on creating/editing/deleting Out of Hours Routing template, refer the link here,
