SNR- call decline

[sandhyamathyarasa]

Have a doubt regarding SNR Setup.

While getting a call if you have answered the Cisco call, the call stops ringing in Teams.

How the ring will stop in call answering while is not stopping in declining the call?

Should we decline both the devices or is any option were only one device is declined and the other gets declined automatically.

[Jonathan Schulenberg]

Not sure I understand your question. Mobile Connect will cease ringing all line appearances, including Remote Destinations, when one of them is answered. If it was the RD it must fall within the answer timers or the user must confirm with a DTMF digit in user control mode to count. Otherwise the RD answer event is ignored and other appearances continue ringing until the CFNA timer expires.

[goranpilat]

Hi!

Is it possible to set it up in a way if I decline the call on the primary device (deskphone) that it stops ringing on remote destinations?

Thanks for advice!

BR

[Maren Mahoney]

The short answer is "no". 

Each SNR outbound call to each remote destination is independent, tied to the signaling to the internal phone. Once one of the remote destinations answers a call, that call is active on both that SNR remote destination and on the internal phone. It is the 'answering' (by being an active call on the line) on the internal phone that causes CUCM to cancel the signaling to any additional remote destinations. The same thing is true if you have SNR configured with only one remote destination: if you answer the call on the internal phone CUCM will cancel the signaling to the remote destination.

So, yes, you'd have to decline the call on each remote destination individually. This is by design.

Maren

[Jonathan Schulenberg]

I believe iDivert (or any Call Forwarding action) will cause Remote Destinations to stop ringing as well.

[Maren Mahoney]

That would be on the physical phone, but I can totally see that working. Good one!

Maren

[goranpilat]

Hi!

Well basically what I am trying to do is a small call-centar-like setup with hunt pilot/list/group.

"Agents" (in biggest possible air-quotes) are using jabber for windows. I would like to allow them to use mobile phones as well, in case they are not at the desk. Customer expects that decline on either of the devices will continue to the next agent in hunt list/group. But in whichever direction I try to achieve it, something is not working in a satisfactory way

1)If they make call forwarding on jabber, this is ignored, as call forward doesn't work if the number is in hunt-list (and reached through hunt list), so only WinJabber rings.

2)If I configure every agent to have SNR, it works better, but what happens is what I've written above, i.e. if I decline the call on any of the devices (JabberWIN and mobile), call keeps ringing on the other device. Customer expects that decline on either of the devices will continue to the next agent in hunt list/group

3)Instead of SNR, I tried to make Jabber for Android as the second, off-desk, device. In this scenario, WinJabber and AndroidJabber share the line. Again, if either of them declines, the other keeps on ringing.

Any ideas how to resolve this, in any of suggested ways? Now suggestions are welcome as well!

Tnx a lot!

Goran

[Maren Mahoney]

As far as I know, there is no automatic way to make what you are proposing to work. Yes, SNR and hunting both ignore call forwarding by design. 

Without having a contact center app, the only thing I can see you doing is training the 'agents' to turn off the SNR Remote Destination when they are going to be away from it. For instance, the SNR remote destination number and whether to have it on/off is available in the "Should I use Phone or Computer" drop-down-icon in Jabber. However, I don't know if that is an option in MS Teams.

What you are asking to do is make CUCM features provide call center features and you're running into the limit of what CUCM can do for you. I don't know that there is a better solution.

Maren

[goranpilat]

Hi Maren!

Tnx for the answer! In lots of cases when I am looking for a certain solution and CUCM doesn't support it in the desired way, I hear this is "by design". But then I see the same feature implemented in Webex Calling (https://help.webex.com/en-us/article/vwydeq/Decline-a-ringing-call-on-all-devices-for-a-user). Interesting how webex calling is not "designed" in the same way... Seems Cisco is just to lazy for advancing CUCM in any meaningful way

BR

Goran

[Nithin Eluvathingal]

It's not just Cisco; other vendors also release features that don't always function as we desire. However, by understanding how the feature works, we can often make it work for us in the way we want.

In the near future, on-premises calling will likely be used by a minimal set of customers, with more and more customers moving towards the cloud. So, it's not about being lazy, and it's not just Cisco—all vendors will focus on developing more features and investing where there is higher demand.

If you would like to see specific features, you can reach out to your local Cisco Account Manager (AM) or Systems Engineer (SE) and proceed with a Product Enhancement Request (PER).

[Maren Mahoney]

To add to what @Nithin Eluvathingal wrote, CUCM and Webex are fundamentally different in how they process everything from registrations to troubleshooting. Cisco does a pretty good job of providing as many features in both as possible, but to your point is investing in Webex more than they are in CUCM.

And (not to be a jerk) Cisco does provide the functionality you are seeking on-prem in the form of UCCX/UCCE. (And they'll happily sell you those....lol)

Maren