Automatic call answering and call redirecting

[MD-Consulting]

Dear all,

I have a customer who wants to purchase a Cisco UC environment. The current solution has one "feature" where I do not know how to configure this function within Cisco Call Manager / Unity Connection.

If an external caller dials the service number, the system automatically answers the call and the caller gets a recorded message to hear, then he will be placed in a queue and listens to music. An available service employee than can pick up the call when he is free.

How do I resolve this with a Cisco Unified Call Manager and Cisco Unity Connection, both are v 10.5.2

Thanks in advance

Thorsten

[Jaime Valencia]

Send the call to CUC, play message, then re-direct to CUCM queue.

[MD-Consulting]

That was my first idea, but my experience with CUC is not really good. Maybe u can guide me through? 

first thing I would do is to create a DN in CUCM and redirect everything directly to the CUC.... But then I am lost. Or am I completely wrong now?

Cheers

Thorsten

[Jaime Valencia]

The basic call flow you want is a simple AA, the main change is that after-greeting, you will route back to another call handler with the transfer settings to the hunt pilot with queuing enabled. You probably also want to disable caller input in the call handler.

[Rejohn Cuares]

Based on your requirement, you don't need CUC. You can utilize CUCM native call queuing (version 9 and above).

Refer to this link:

http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/10_0_1/ccmfeat/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100/CUCM_BK_F3AC1C0F_00_cucm-features-services-guide-100_chapter_01000.html

[MD-Consulting]

The native call queing is not what I need because its only active if all line group members are busy. The caller needs to get an announcement immediately ( after 2 ringtones).

Maybe you guys can tell me in an exact way what to configure where in the CUC? The basic concept is understood, but I have no idea where to click what to get it done...

Cheers

Thorsten

[Rejohn Cuares · Accepted solution]

You can configure the announcement. Navigate to Media Resources > Music On Hold Audio Source > Select a audio file from the list or upload your own. Then you will similar options as per the sample screenshot.

[MD-Consulting]

Yes, I found it, but as I said before, I can not use it, because the Hunt pilot queue is only working if non of the members is free, but the caller needs to jump into the queue at any time....

[Rejohn Cuares]

Test it first in the lab and if it doesn't satisfy your requirements then go ahead with CUC. CUCM native call queuing is not as flexible as CUC in terms of call flow.

This is how it looks like to your call flow involving CUC.

PSTN >> VG >> CUCM  (CTI RP, CFALL set to VM) >> CUC (Forwarded Routing Rules) >> CUC (System Call handlers). Lastly, from the System Call handlers you set the greetings and  transfer rules for Standard, Alternate, Closed and so on. 

Hope this helps.

[MD-Consulting]

Ok, I enabled the queing on the HuntPilot now, but the only tone I hear as a caller are three fast beeps, repeating every 5 seconds...no matter what I choose as source file int the MoH Audio Source...

Any ideas?

[MD-Consulting]

Found the issue. I had no Media Ressource Group List activated on the phone, after that it worked. Lets see if this is satisfying the customers need.

thanks for all the help!!

cheers

thorsten

[Confu5ed18]

Hi Rejohn,

What if the callls made to individual extensions first need to playback this recording and then drop on called agent's extensions, instead of a particular queue? Would you know how this is done?

Thanks in advance.

[Pranjol Saikia]

Hi Pratik,

Please check "Agent Greeting" option

https://supportforums.cisco.com/document/12715701/mars-agent-greeting-whisper-announcement