Call Manager 9 native call queuing

[nikger1980]

       Hello community,

i have a customer that runs in 8.6 and he will upgrade to 9.1 soon.

He has a Unity to play messages (IVR) , a message that have 5-6 choices (press 1 for sales, press 2 for accounting etc).

I read that Call Manager 9.X have the native call queuing. Will i have the option to have a central message as before and by pressing options (1,2 etc) the calls redirect to the group that i want , directly from the Call Manager ?

Any advice will be much appreciated !

Thx,

Nick

[Rob Huffman · Accepted solution]

Hi Nick,

This feature offers an initial Announcement and periodic

"Hold in Queue" type messages but does not offer any

"Caller Input" options;

Call Queuing operation

#

Cisco Unified Communications Manager Administration considerations

The   Call Queuing feature provides an enhanced capability to handle  incoming  calls to a hunt pilot number. When an incoming call reaches  the hunt  pilot, the following capabilities are provided:

• # A caller may be connected to an initial customizable greeting announcement before proceeding
• # If one or more line members are logged into the hunt pilot and are in   an idle state, and if no calls are queued, then 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, then that caller will not be placed  in  queue. The call is routed to a new destination, or disconnected,  based  on the setting under "When no hunt members answer, are logged in,  or  registered"
• #Calls will be placed in queue only if all members are busy.
• # If a line member does not answer a queue-enabled call, that line  member  is logged off the hunt group only if the setting "Automatically  Logout  Hunt Member on No Answer" is selected on the line group page
• # While the caller is in the queue they may hear Music On Hold and a repeating (customizable) periodic announcement
• # Once 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  their previous position in the queue
• # If a queued call exceeds its maximum wait time, it can be routed to   another pattern or it can be disconnected, depending upon how the hunt   pilot configuration is configured
• # If the maximum number of callers allowed in queue has been reached,  any  subsequent caller can be routed to another pattern or  disconnected,  depending upon how the hunt pilot configuration is  configured

http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/9_1_1/ccmfeat/CUCM_BK_C3E0EFA0_00_cucm-features-services-guide-91_chapter_01000.html

Cheers!

Rob

"Why do the best things always disappear " 

- The Band

[Chris Deren]

Rob is correct (+5 buddy), you will need to continue to use Unity for the IVR tree, and then if you want to queue the call rather than just ring phone(s) you can send the call to the hunt pilot of the queue.

HTH,

Chris

[nikger1980]

Thanks for the help guys