General Number and Operators

[W S H FERNANDO]

Hi

Our organization has a general number and have 4 operators, for example general n umber is 4444 and operators are 4440,4441,4442,4443 when the calls comming to the general number (4444) all these 4 extensions should be ring and one of them can answer the call. and 4444 line should not be shared, how can i do this using CUCM ?

Regds

$

[yahsiel2004 · Accepted solution]

Create a line group with the operator extensions and asign the line group to a hunt group which will be assigned to a hunt group which will have extension 4444. Look up Cisco hunt group for more information.

Regards,

Yosh

[Aaron Harrison · Accepted solution]

In CUCM Admin:

Call Routing/Route&Hunt/Line Group - add one, set it to broadcast algorhythm and add all four DNs.

Call Routing/Route&Hunt/Hunt List - add one, then add the line group to it

Call Routing/Route&Hunt/Hunt Pilot - add a hunt pilot, assign it 4444 and set it to the Hunt List.

Regards

Aaron Harrison

Principal Engineer at Logicalis UK

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[W S H FERNANDO]

Hi

Another requirement,

When operators  (4 extensions) transfer calls to another extension (users) when the user not answer the call that call should again come back to the operator, hoe can i do that ?

Regds

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[Aaron Harrison]

Hi

Set Call Forward on No Answer on all the handsets to the Operator number.

Aaron

[W S H FERNANDO]

Hi

No this will also forward all the internal calls to the operator when the user not answer, i need to call go back to the operator when only operator transfer call to user,

Regds

$

[Rob Huffman · Accepted solution]

Hi there,

This feature is only available in CME and the CUCM Attendant Consoles,

or by using a Consult Transfer rather than doing "Blind" Transfers

Or

Transfer  Reversion (Call Recall) which is available on the Cisco Unified  Business Attendant Console and the and Cisco Unified Department  Attendant Console ;

Transfer Reversion (Call Recall)

This  allows a transferred call to revert back to the department  administrator so that it can be answered and then transferred to a new  destination.

Cisco Unified Business Attendant Console and Cisco Unified Department Attendant Console

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/prod_bulletin0900aecd8068bd7a.html

http://www.cisco.com/en/US/prod/collateral/voicesw/ps6789/ps7046/ps7282/product_data_sheet0900aecd805e6a5f.html

Call-Transfer Recall

The  Call-Transfer Recall feature in Cisco Unified CME 4.3 and later  versions returns a transferred call to the phone that initiated the  transfer if the destination is busy or does not answer. After a phone  user completes a transfer to a directory number on a local phone, if the  transfer-to party does not answer before the configured recall timer  expires, the call is directed back to the transferor phone. The message  "Transfer Recall From xxxx" displays on the transferor phone.

The  transfer-to directory number cannot have Call Forward Busy enabled and  cannot be a member of any hunt group. If the transfer-to directory  number has Call Forward No Answer (CFNA) enabled, Cisco Unified CME  recalls the call only if the transfer-recall timeout is set to less than  the CFNA timeout. If the transfer-recall timeout is set to more than  the CFNA timeout, the call is forwarded to the CFNA target number after  the transfer-to party does not answer.

If  the transferor phone is busy, Cisco Unified CME attempts the recall  again after a 15-second retry-timer expires. Cisco Unified CME attempts a  recall up to three times. If the transferor phone remains busy, the  call is disconnected after the third recall attempt.

The  transferor phone and transfer-to phone must be registered to the same  Cisco Unified CME, however the transferee phone can be remote.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/admin/configuration/guide/cmetrans.html#wp1138269

Cheers!

Rob

"Far away from your trouble and worry
You belong somewhere you feel free" - Tom Petty

[W S H FERNANDO]

Hi there

I'm having CUCM and attendant consoles, CUCM 8.6.2 and 7915 attendant consoles, can i  do this using these ?

Regds

$

[Rob Huffman]

Sorry just these actual consoles

The portfolio of consoles  includes:

• Cisco Unified Attendant  Console Department Edition:  For team-based answering  functions within enterprises. One department  enables up to two operator clients  and up to 150 Cisco Unified IP Phone  users, and one attendant console system  can contain up to five  departments
• Cisco Unified Attendant  Console Business Edition:  For mid-sized businesses  with support for up to 12 operator clients  and up to 500 Cisco Unified IP Phone  users per attendant console system
• Cisco Unified Attendant  Console Enterprise Edition:  For large enterprises with  support for up to 40 operator clients and  the entire Cisco Unified  Communications Manager end user directory per  attendant console system
• Cisco Unified Attendant Console Premium Edition:  Also for large enterprises, this edition provides support for up to 50  operator clients and 100,000 Cisco Unified IP Phone users per console  system. The Premium Edition includes server resiliency andsupports  Microsoft Active directory as an alternate directory source.

http://www.cisco.com/en/US/products/ps7282/index.html

Cheers!

Rob

"Far away from your trouble and worry
You belong somewhere you feel free" - Tom Petty

[yahsiel2004]

The easiest way to do this on CUCM would be training the operators on doing a consult transfer. A consult transfer is as follows.
1 - A user calls an operator and asks to be transferred to 1234.
2 - The operator hits the transfer button and dials 1234. (During this the caller is placed on hold)
3- The call gets answered and the operators let's the person know that someone is on the line for them and hits the transfer button again to complete the transfer.

The benefit to this is if 1234 doesn't answer the call you simply end that call and click resume to inform the caller that the called number is not available.

Rob great info as always.

Regards,

Yosh

[W S H FERNANDO]

Hi

Yes i already informed the operators to do like that, but in busy hours this is really difficult, operators can't wait untill the extension to answer, because operators are getting more calls,

Yes Rob, your infomation was very usefull

Regds

$