Solved: Re: ephone-hunt group not hunting - Page 2

jimmcwoftam · ‎12-08-2011

I have a Cisco UC560 with Call Manager Express/IOS 15.1(2)T2 and am trying to configure an ephone-hunt group using multiple ephone-dns with the same number, statically overlaid onto the secondary line of agents' phones. The relevant config is as follows:

ephone-dn 109

number 313

label IT

name IT

no huntstop

!

ephone-dn 110

number 313

label IT

name IT

preference 1

no huntstop

!

ephone-dn 111

number 313

label IT

name IT

preference 2

no huntstop

!

ephone-hunt 4 longest-idle

pilot 303

list 313

final 8161

timeout 30

description IT HG

!

ephone 8

device-security-mode none

mac-address E8B7.4815.831C

max-calls-per-button 2

type 504G

button 1:22 2o109,110,111

!

ephone 9

device-security-mode none

mac-address E8B7.4815.8247

max-calls-per-button 2

type 504G

button 1:24 2o109,110,111

!

ephone 10

device-security-mode none

mac-address E8B7.4815.65CC

max-calls-per-button 2

type 504G

button 1:25 2o109,110,111

!

Calls to 303 successfully ring on all agents phones, but after the first call is answered, any further calls to the hunt group receive busy treatment even though the other dns are free to take it; hunting doesn't take place. I have other ephone-hunt groups (1-3) with a similar configuration (but different dns and numbers) which work fine.

UC560#sh ephone-hunt 4

Group 4

type: longest-idle

pilot number: 303, peer-tag 20121

list of numbers:

313, aux-number A303A0300, # peers 3, logout 0, down 0

on-hook time stamp 966942500, off-hook agents=0

peer-tag dn-tag rna login/logout up/down

[20120 111 0 login up ]

[20119 110 0 login up ]

[20118 109 0 login up ]

only one agent available!

final number: 8161

preference: 0

preference (sec): 7

timeout: 30

description: IT HG

hops: 1

E.164 register: yes

auto logout: no

stat collect: no

callqueue display: continuously

debug: no

I note it says only one agent available - why does it not recognise that there are effectively 3? Anyone have ideas? I have already tried setting the last dn to huntstop which doesn't help.

jimmcwoftam · ‎12-09-2011

Thanks very much. I think I have enough information to do what I want now.

jimmcwoftam · ‎12-12-2011

Sorry, one more thing. The default do-not-disturb button behaviour I'm getting with this setup seems undesirable. When the phone is on the hook and put into DND "mode" by pressing the DND button, behaviour is correct: hunt group calls are visible on-screen but do not ring that phone. All other phones in the group (i.e. with those overlays) ring OK.

However, when the phone is actually ringing, DND is an option on-screen. If an agent does not want to be disturbed and presses it and a call-forward noan is configured the call is immediately treated as a no-answer and forwarded, rather than just silencing it and giving other agents a chance to answer. When no call-forward noan is configured, the behaviour is correct.

Any ideas how to get around this other than getting rid of the no answer timeout (which I don't want to do), or do you just have to use a proper hunt group instead of the overlays?

Rob Huffman · ‎12-12-2011

Hi Jim,

You may ultimately prefer using a straight up Hunt Group setup, you could

probably mitigate the DND issue by changing the "Ringing" config on the

Softkey Template and removing the DND option

SUMMARY STEPS

1. enable

2. configure terminal

3. ephone-template template-tag

4. softkeys alerting {[Acct] [Callback] [Endcall]}

5. softkeys connected {[Acct] [ConfList] [Confrn] [Endcall] [Flash] [Hlog] [Hold] [Join] [LiveRcd] [Park] [RmLstC] [Select] [TrnsfVM] [Trnsfer]}

6. softkeys hold {[Join] [Newcall] [Resume] [Select]}

7. softkeys idle {[Cfwdall] [ConfList] [Dnd] [Gpickup] [Hlog] [Join] [Login] [Newcall] [Pickup] [Redial] [RmLstC]}

8. softkeys remote-in-use {[CBarge] [Newcall]}

9. softkeys ringing {[Answer] [Dnd] [HLog]}

10. softkeys seized {[CallBack] [Cfwdall] [Endcall] [Gpickup] [Hlog] [MeetMe] [Pickup] [Redial]}

11. exit

12. ephone phone-tag

13. ephone-template template-tag

14. end

DETAILED STEPS


	Command or Action	Purpose
Step 1	enable Example: Router> enable	Enables privileged EXEC mode. •Enter your password if prompted.
Step 2	configure terminal Example: Router# configure terminal	Enters global configuration mode.
Step 3	ephone-template template-tag Example: Router(config)# ephone-template 15	Enters ephone-template configuration mode to create an ephone template. •template-tag—Unique identifier for the ephone template that is being created. Range is 1 to 20.
Step 4	softkeys alerting {[Acct] [Callback] [Endcall]} Example: Router(config-ephone-template)# softkeys alerting Callback Endcall	(Optional) Configures an ephone template for soft-key display during the alerting call state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 5	softkeys connected {[Acct] [ConfList] [Confrn] [Endcall] [Flash] [Hlog] [Hold] [Join] [LiveRcd] [Park] [RmLstC] [Select] [TrnsfVM] [Trnsfer]} Example: Router(config-ephone-template)# softkeys connected Endcall Hold Transfer Hlog	(Optional) Configures an ephone template for soft-key display during the call-connected state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 6	softkeys hold {[Join] [Newcall] [Resume] [Select]} Example: Router(config-ephone-template)# softkeys hold Resume	(Optional) Configures an ephone template for soft-key display during the call-hold state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 7	softkeys idle {[Cfwdall] [ConfList] [Dnd] [Gpickup] [Hlog] [Join] [Login] [Newcall] [Pickup] [Redial] [RmLstC]} Example: Router(config-ephone-template)# softkeys idle Newcall Redial Pickup Cfwdall Hlog	(Optional) Configures an ephone template for soft-key display during the idle state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 8	softkeys remote-in-use {[CBarge] [Newcall]} Example: Router(config-ephone-template)# softkeys remote-in-use CBarge Newcall	Modifies the order and type of soft keys that display on an IP phone during the remote-in-use call state.
Step 9	softkeys ringing {[Answer] [Dnd] [HLog]} Example: Router(config-ephone-template)# softkeys ringing Answer Dnd Hlog	(Optional) Configures an ephone template for soft-key display during the ringing state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 10	softkeys seized {[CallBack] [Cfwdall] [Endcall] [Gpickup] [Hlog] [MeetMe] [Pickup] [Redial]} Example: Router(config-ephone-template)# softkeys seized Endcall Redial Pickup Cfwdall Hlog	(Optional) Configures an ephone template for soft-key display during the seized state. •You can enter any of the keywords in any order. •Default is all soft keys are displayed in alphabetical order. •Any soft key that is not explicitly defined is disabled.
Step 11	exit Example: Router(config-ephone-template)# exit	Exits ephone-template configuration mode.
Step 12	ephone phone-tag Example: Router(config)# ephone 36	Enters ephone configuration mode. •phone-tag—Unique sequence number that identifies this ephone during configuration tasks.
Step 13	ephone-template template-tag Example: Router(config-ephone)# ephone-template 15	Applies an ephone template to the ephone that is being configured.
Step 14	end Example: Router(config-ephone)# end	Returns to privileged EXEC mode.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmesoftk.html#wp1010972

Cheers!

Rob

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