10-03-2012 09:47 AM - edited 03-16-2019 01:30 PM
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
Solved! Go to Solution.
01-04-2013 07:53 AM
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"
HTH,
Chris
10-03-2012 10:21 AM
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
10-03-2012 10:23 AM
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
12-16-2012 12:03 PM
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
12-17-2012 06:34 AM
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
01-04-2013 07:53 AM
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"
HTH,
Chris
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