03-06-2014 10:07 AM - edited 03-16-2019 10:02 PM
Is it possibble to forward a directory number to a UCCX call queue in UCM 8.6?
We have a number being used as a receptionist number, and when that person is on break or another call and can't answer an incoming call, the business unit wants to forward the call to a UCCX call queue where multiple agents can respond.
Any direction would be most helpful?
Thanks..
J
03-06-2014 10:52 AM
Joe,
You can forward calls to a UCCX trigger as long as the cfa css can reach the number. You might also want to explore the option of a call handler (if you have unity/unity connection) to give your callers the option to go into the queue or leave a message.
Gareth
03-06-2014 11:06 AM
Gareth,
The CSS is s et to an internal CSS, we try another CSS but it didn't work?
So, if the calls are coming from and external number, do we need to set the CSS to one that can accept external calls?
Is this what we're saying here?
We have an International and Long Distance CSS in the system, should we try one of those?
03-06-2014 11:35 AM
Nope... you should be forwarding to an internal number, but depending on what partition the DID for the trigger is on, you have to make sure that the call forward CSS has that partition associated to it.
Gareth
03-06-2014 03:46 PM
You need to ensure that the forwarding CSS not only has access to the partition of the CTI RP, but also partition of the CTI ports used for the integration.
HTH,
Chris
03-07-2014 12:24 AM
Hi Joe,
Please have a look at below requirement.
# Call Forward and Call Pickup Settings | |
# Calling Search Space Activation Policy | # Three possible values exist for this option: ###•With Activating Device/Line CSS #If you select the With Configured CSS option, the Forward All Calling Search Space that is explicitly configured in the Directory Number Configuration window controls the forward all activation and call forwarding. If the Forward All Calling Search Space is set to None, no CSS gets configured for Forward All. A forward all activation attempt to any directory number with a partition will fail. No change in the Forward All Calling Search Space and Secondary Calling Search Space for Forward All occurs during the forward all activation. #If you prefer to utilize the combination of the Directory Number Calling Search Space and Device Calling Search Space without explicitly configuring a Forward All Calling Search Space, select With Activating Device/Line CSS for the Calling Search Space Activation Policy. With this option, when Forward All is activated from the phone, the Forward All Calling Search Space and Secondary Calling Search Space for Forward All automatically gets populated with the Directory Number Calling Search Space and Device Calling Search Space for the activating device. #With this configuration (Calling Search Space Activation Policy set to With Activating Device/Line), if the Forward All Calling Search Space is set to None, when forward all is activated through the phone, the combination of Directory Number Calling Search Space and activating Device Calling Search Space gets used to verify the forward all attempt. #If you configure the Calling Search Space Activation Policy to Use System Default, then the CFA CSS Activation Policy cluster-wide service parameter determines which Forward All Calling Search space will be used. If the CFA CSS Activation Policy service parameter gets set to With Configured CSS, then Forward All Calling Search Space and Secondary Calling Search Space for Forward All will be used for Call Forwarding. If CFA CSS Activation Policy service parameter gets set to With Activating Device/Line CSS, then Forward All Calling Search Space and Secondary Calling Search Space for Forward All will be automatically populated with the Directory Number Calling Search Space and Device Calling Search Space for the activating device. |
# | # CFA CSS Activation Policy Service Parameter #Ensure the CFA CSS Activation Policy service parameter that displays in the Clusterwide Parameters (Feature - Forward) section of the Service Parameter Configuration window is set correctly for call forward all to work as intended. The parameter includes two possible values: #•With Configured CSS (default) #•With Activating Device/Line CSS #When the Calling Search Space Activation Policy is set to Use System Default, the value of the CFA CSS Activation Policy service parameter gets used to determine the Call Forward All CSS. #When the option With Configured CSS is selected, the primary and secondary CFA Calling Search Space get used. When the option With Activating Device/Line CSS is selected, the primary and secondary CFA Calling Search Space get updated with primary line Calling Search Space and activating Device Calling Search Space. #By default, the value of the CFA CSS Activation Policy service parameter is set to With Configured CSS. #See Service Parameters Configuration for information on accessing and configuring service parameters. #Roaming #When a device is roaming in the same device mobility group, Cisco Unified Communications Manager uses the Device Mobility CSS to reach the local gateway. If a user sets Call Forward All at the phone, the CFA CSS is set to None, and the CFA CSS Activation Policy is set to With Activating Device/Line CSS, then: #•The Device CSS and Line CSS get used as the CFA CSS when the device is in its home location. #•If the device is roaming within the same device mobility group, the Device Mobility CSS from the Roaming Device Pool and the Line CSS get used as the CFA CSS. #•If the device is roaming within a different device mobility group, the Device CSS and Line CSS get used as the CFA CSS. |
# Forward All | # The settings in this row of fields specify the forwarding treatment for calls to this directory number if the directory number is set to forward all calls. The Calling Search Space field gets used to validate the Forward All destination that is entered when the user activates Call Forward All from the phone. This field also gets used to redirect the call to the Call Forward All destination. #Specify the following values: #•Voice Mail—Check this check box to use settings in the Voice Mail Profile Configuration window. #Note When this check box is checked, Cisco Unified Communications Manager ignores the settings in the Destination box and Calling Search Space. #•Destination—This setting indicates the directory number to which all calls are forwarded. Use any dialable phone number, including an outside destination. #•Calling Search Space—This setting applies to all devices that are using this directory number. |
Regards,
Nishant Savalia
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