12-08-2011 08:53 AM - edited 03-16-2019 08:27 AM
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.
Solved! Go to Solution.
12-09-2011 07:31 AM
Thanks very much. I think I have enough information to do what I want now.
12-12-2011 02:26 AM
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?
12-12-2011 06:44 AM
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
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
Cheers!
Rob
Please remember to tag your threads and help support "Teachers without Borders"
https://supportforums.cisco.com/community/netpro/idea-center/communityhelpingcommunity
Discover and save your favorite ideas. Come back to expert answers, step-by-step guides, recent topics, and more.
New here? Get started with these tips. How to use Community New member guide