CCM 4.x hunt group queing

[rywalker]

Hi all

I am using a pilot point/hunt group. I have set up the new queing feature. This works fine and the call ques. I am wondering is there a way that if no hunt group agents are logged in to send to a voicemail box? What I am seeing is that if nobody is logged in calls just sit in the que? I do have the last member in the hunt point to a vm box and set to always route.

Any ideas?

Thanks

[rywalker]

Looks like I asked to soon. For those that might need it in the future. Its explained here in detail

Understanding Call Queuing

You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. The caller receives music on hold while in the queue. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member.

You enable queuing for a pilot point by choosing the pilot point in the Attendant Console Configuration Tool and checking the Enable Queuing check box. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco TCD routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco TCD drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco TCD keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.

[jose.jordao]

Hello, I tried to configure the queueing using the acconfig tool. It just works when i configure the Routing Algorithm to Broadcast. When I configure Queueing with other type after save and close the window it lose the changes.

[bbsmith]

Jose,

we had the same problem and were told by Cisco to manually configure the acserver.properties file with the following:

PILOT_PARAMS=NO_PILOT_POINT_CONFIGURED:false:32:0

Change to

PILOT_PARAMS=:true:32:0

E.g when your Pilot Point has name pilot_7000 it would be:

PILOT_PARAMS=pilot_7000:true:32:0

Update this on all your servers running the TCD service

Stop/start the TCD service after.

Hope this helps

regards,

Bob Smith (Omnetica)

[rywalker]

Before I change this I would like to make sure I have the same issue. In your situation you has users in the que not being routed? The users in my que just hang?

Thanks

[bbsmith]

In our suituation the calls would not queue at all because the changes in acserver were not being stored therfore queuing was not active..

For your information our customer is running CCM 4.0(1)sr2a. With queuing now enabled we still have a case open with Cisco because external calls received and placed in the queue suffer from one-way voice when answered and are disconnected after about 7 or 8 seconds.

[wizardsmoke]

I'm not sure if I understand the resolution to this problem.

I have attendant console users and queuing configured. At the end of my hunt group member list I have a Directory Number with always route checked. If the Attendant Console users are not logged on, calls routed to that pilot point just sit in a queue.

Is there any way to have calls go to the DN if no one is logged on?

Any info will be appreciated.

Thanks

[rschwendeman]

did you get the calls to be routed when no users are logged in and when you are not in broadcast mode.

[agtmcgarry]

Hi

Had the same problem where I could only queue in broadcast mode.

Added

PILOT_PARAMS=Reception_Test:true:32:120

to the acserver.properties file and now I can use either mode.

Thanks

Anthony