Suppress missed call notification on channels of shared DN

[c.holloway]

Hi everyone.  I have a bit of a tricky one here that I wanted to put to the community to see if you had any suggestions.

I have a client that uses a B-ACD for inbound calls as they receive a high volume of calls and don't want clients calling in and just hearing ringing. This is working fine but here is where I ran into my first challenge.  They didn't want the B-ACD calling the phones sequentially, they want every phone to ring at once so if there are only a couple of people in the hunt group currently at their desks they aren't chasing the call around (group pickup proved to be too difficult for them to use to get around this).  So in the end what I ended up doing is to create an octo-line extension that is on all 6 or so phones in the hunt and make this the only member of a sequential group so that all the phones are called at once. This too is working well, callers that hit hte B-ACD are sent to this octo-line, it rings all the phones, the front desk people can answer from any phone in the group.

Queue the next challenge.  The behavior of an octo-line that is shared on multiple phones is that when a call is answered on one phone, all the other phones/channels that did not answer the call receive a missed call notification.  This is where I'm currently hung up because due to this behavior, for every inbound call that is answered, 5 or 6 missed calls are shown and this causes their call accounting software to show these as abandoned calls.  This really throws off their reporting statistics and we can't get an accurate view of answered calls.

My question to you, fair Cisco community, is can I squelch the missed call notifications for this DN unless it is not answered on ANY of the instances/channels?

I realize this is probably not going to be possible but I thought I would see if anyone has any ideas.

[Manish Gogna · Accepted solution]

Hi,

We can disable the Missed Calls on the IP Phone only in the case if it is being used in the Overlay configuration. This feature was introduced in CME ver 7.0 onwards. Here is the doc for more information:

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/command/reference/cme_m1ht.html#wp1043550

Here is the bug for same behavior

https://tools.cisco.com/bugsearch/bug/CSCsb20388/?reffering_site=dumpcr

Manish
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[c.holloway]

I do not understand their delineation between shared lines and broadcast lines in this context.  The workaround says to use a shared line, which technically I am using.  I rated your answer because it was helpful but would like to know what separates a broadcast line from a shared line in this context.