CM 9.1 Native Queuing Behavior

[jsteinberg]

I am testing out the native queuing behavior on 9.1.1a and observing some behavior that doesn't seem right.  I have two phones setup in a native queuing hunt.  The line group is set to auto logout a phone if it isn't answered.

The first caller rings to phone A, which answers the call.  The call is connected succesfully.

The second caller rings to phone B, which does not answer the call.    After the Line Group RNA reversion timer expires, the second caller now hears fast busy/reorder tone.   

Since Phone A is logged into the hunt group and is busy (on the phone with the first caller), I would expect the second caller to go into queue and wait for Phone A to become available.

[Rob Huffman]

Hi there,

I believe this is working as designed. Have a look below;

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

"go easy...step lightly...stay free " 

- The Clash

[jsteinberg]

Thanks Rob for such a terrible answer.

Seriously though, this really makes this feature very disappointing.  If one person in the native queue doesn't answer the call, it will cause the call not to queue.  

There is probably a way to daisy chain queues together to do this, but it would be a hack and affect reporting and perhaps some other things.