Call waiting tone or missed call log CUCM v12.5

[shaabneh33]

Hi

I have Cisco Call Manager v12.5 and have set the Busy Trigger to 2. In this setup, if someone tries to call me while I’m on another call, they aren’t notified that I’m busy. Is there an option to either notify the caller that I’m on another call, or to provide a waiting tone and log a missed call on my phone?

Regards,

[Maren Mahoney]

So that I am clear, with a Busy Trigger of 2 I would expect the second caller to ring on your phone. Is that what you are asking about and want a second caller (with a Busy Trigger of 2) to get some kind of indication that you are on the other line? If so, the answer is no. The system is designed to allow a second call to ring in that scenario.

If you have Unity Connection, and would like callers who hit the Busy Trigger (two active calls and a third call rolls to voicemail) you could set up a Busy Greeting on your voicemail box informing users that you are on another line and will return their call as soon as you are free. With this you could also set your Busy Trigger to 1, but only if that is useful.

Does that help?

Maren

[shaabneh33]

Hi Maren,

Thank you for your response.

I am interested in a scenario similar to a system found in other setups, for example, Alcatel-Lucent. They have a system where, if a call comes in while the line is busy, an automated message indicates that the line is busy and prompts the caller to press 5 to be called back later. Once the call ends, a list appears to allow returning the call.

I’m not looking for an exact replica of this setup; I am interested in something similar to cellular calls. When a call comes in while the line is busy, it would be indicated by a different ringtone for the caller, and I would see a missed call notification if the call disconnects.

Is there anything similar in Cisco?

Is there a way to notify the caller that the line is busy and have the call appear as a missed call for the person being called?

Sorry for the long explanation.

[Maren Mahoney · Accepted solution]

I'm always glad for a long explanation so a specific and useful answer can be found!

In this case, unfortunately, CUCM does not provide an alternate ring for a busy phone or an announcement to the caller as you describe. The 'press 5 for a call back' would be a Contact Center feature (and I think UCCE and not UCCX) and not available in CUCM itself.

As for the Missed Calls list, that is built and maintained by the phone itself. Only calls that actively ring on the phone are captured on the list. For a line with a Busy Trigger of 2, CUCM would be aware that two calls are active and would perform the "busy behavior" as configured on the line for the third call without signaling out to the phone. So the phone would not be aware of the third call and therefore could not add it to the Missed Calls list.

Sorry. I wish I had a more satisfactory answer for you.

Maren

[shaabneh33 · Accepted solution]

In this case, I think that the best approach would be to use Unity Connection and set the busy trigger to 1. Then, configure a Busy Greeting on the voicemail box to inform users that you are on another line.

am I correct?

Kind Regards,

[Maren Mahoney]

That should work fine. -- Maren