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CUCM 9.0 native call queuing

Stoyan Stoitsev
Collaborator
Collaborator

Hello,

The documentation for the feature states:

"If a line member does not answer a queue-enabled call, that line member is logged off automatically"

So I am struggling to find a way to disable this auto log off. Does anyone know how to do it? I went through service parameters, enterprise parameters, hunt pilot configuration...

Stoyan

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clileikis
Rising star
Rising star

Hi Stoyan,

Just wanted to add that this appears to be available in 9.1:

"Automatic logout of hunt members was introduced for queuing-enabled hunt pilots in Unified Communications Manager 9.0(1). If an agent does not answer a queuing-enabled hunt pilot call, that agent will be logged off of the hunt group and will not receive additional hunt pilot calls unless he presses the "HLOG" soft key on the phone to log into the hunt pilot. This behavior is not configurable in Unified Communications Manager 9.0(1). In Unified Communications Manager 9.1(1), the administrator can choose whether hunt members remain logged in if the call is not answered. For more information, refer to "Automatically Logout Hunt Member on No Answer" in the Cisco Unified Communications Manager Administration Guide and to "Call Queuing" in the Cisco Unified Communications Manager Features and Services Guide"

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/rel_notes/9_1_1/CUCM_BK_R6F8DBD4_00_release-notes-for-cucm-91_chapter_0100.html

HTH,

Chris

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5 REPLIES 5

Rob Huffman
Hall of Fame Community Legend Hall of Fame Community Legend
Hall of Fame Community Legend

Hi Stoyan,

You probably won't like this answer......but this is not a

configurable parameter The addition of "queuing" to Hunt

groups is the equivalent of a TDM - ACD set up where agents

are required to Login or Logout of the queue depending on their

availability. This type of agent "responsibility" using the HLOG

softkey or PLK would be necessary to prevent calls from being

routed to agents who are not available

The Auto logout of agents who do not answer is a very common feature of

all ACD - Call Centre type builds.

Cheers!

Rob

"May your heart always be joyful
May your song always be sung" - Bob Dylan

Chris Deren
Hall of Fame Master Hall of Fame Master
Hall of Fame Master

Stoyan,

That is a feature that I do not think you can change, this works similarly to contact centers when if an agent does not answer a presented call it is assumed that the agent is not by his/her station and in order to avoid sending more calls to this agent he/she is put into NOT READY state. Since with the hunting you do not have ready/no ready the only logical way is to log out the phone from the HLog.

HTH,

Chris

Daniel Flieth
Beginner
Beginner

Hello Stoyan,

maybe its a solution to configure the RNA Timer for Line Group to a higher value. I configured it to 90 seconds, most people dont try to ring that long.

At my customer this was helpful, maybe also for you.

Best Regards

Daniel

Leo Salcie Tejeda
Rising star
Rising star

You can configure Forward No Answer (FNA) for all agent to send the call to the queue pilot or another agent , so when a call arrive to the phone will be forwarded to another agent and it won't be logged.

Regards

_____________________________
MDGDP, CCNA, CCNA Voice certified

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clileikis
Rising star
Rising star

Hi Stoyan,

Just wanted to add that this appears to be available in 9.1:

"Automatic logout of hunt members was introduced for queuing-enabled hunt pilots in Unified Communications Manager 9.0(1). If an agent does not answer a queuing-enabled hunt pilot call, that agent will be logged off of the hunt group and will not receive additional hunt pilot calls unless he presses the "HLOG" soft key on the phone to log into the hunt pilot. This behavior is not configurable in Unified Communications Manager 9.0(1). In Unified Communications Manager 9.1(1), the administrator can choose whether hunt members remain logged in if the call is not answered. For more information, refer to "Automatically Logout Hunt Member on No Answer" in the Cisco Unified Communications Manager Administration Guide and to "Call Queuing" in the Cisco Unified Communications Manager Features and Services Guide"

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucm/rel_notes/9_1_1/CUCM_BK_R6F8DBD4_00_release-notes-for-cucm-91_chapter_0100.html

HTH,

Chris

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