Simple Call Queue

[Neal haas]

I am trying to create a simple queue, I dont need people to log into this queue, just a queue for a main number.

I am trying to dial 12700 and have the call go to another phone 12701.  Really simple just 1 call at a time and if a second call comes in play onhold music. Nothing to fancy, just a learning expericance.

I have gotten it to dial, I get Thank you for calling, it transfers and rings (The light turns red on the phone) but says "sorry we are having technical difficuties and cannot process your call."

Not really sure what I have done right or wrong. I just used the sample queueing from the UCCX.

Thanks for anyhelp.

[Aaron Harrison]

Hi Neal

I guess you mean it rings on the 'caller' side rather than on your agent phone?

If so, then you have probably not:

• Created a CSQ, and associated agents to it
  
• and/or set the 'csqId' parameter on the application configuration to the exact, case sensitive name of the CSQ you have created
  

Regards

Aaron

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[rsnook]

what step are you using to send the call to 12701?

[Neal haas]

Here is my setup. It is ALMOST working:

1. Associate extension 12701 to End user nealtest in Callmanager
2. Create Contact Service Queues “Neal Test”. FIFO, Resource Group,  TESTQueue, VOICE.
3. Application Management, “TestQueue” ID:1, Maximum Number of Sessions:2
a. Trigger is 12700, Application name TestQueue, Call Control Group Call Queue(1)
b. CSQ is NealTest.
4. Call Control Group Number of CTI Ports=1, Media Term NO, Group type Inbound. Device Name prefix 12701, Starting DN:12701
5. Phone A is 7965.
6. Phone A is 12701, Which is on a 7942 as the 2nd line

Dial 12701 on phone A, I get “All of our representatives are assisting other……” and never rings to the extension, but I look at extension 12701 and it is red like it is busy, press the line and it turns green Like I was making another call. Hang up Phone A, Red busy light goes off on Phone B.

Problems I see:
1. Look at CTI-PORT 12701 NO route Partition is assigned and It will not let me saying, Update Failed. Shared Line feature is not supported.

[rsnook]

ahhh. so both the trigger and the second line is 12701. put the 2nd line in a different partition that can be dialed by CCX and not by normal DNs.

the reason the light turns red is that the shared extension is in use - which is bad for CTI ports

[Neal haas]

I mis-stated the setup 12701 is on a 7942 not the same phone as the calling phone.

I will try to convert the 12701 to a different Partition.

[Aaron Harrison · Accepted solution]

Hi Neal

You need to ensure that all your numbers are unique. Your CTI ports you say start at 12701, and exists on a phone as well - this is a Bad Thing.

Change your call control group to use numbers that are not in use elsewhere.

Regards

Aaron

[Neal haas]

I understand the unque numbers I guess I dont understand how I get the calls from the CTI PORTs to the actual phones.

I cant forward from 12701 to another number then I lose the holding queue.

Thank you