Call Queue Setup (System call handler/Hunt Pilot)

[msmalik]

Hello,
How should i setup the following?
- User call 7890 and enter a queue
- Greeting gets played which asks to either wait in the queue or press 1 to leave a voicemail.

Where I am confused is;
A: I can set up the Hunt List, but then it won't have the option to accept user input (i.e. Press 1 for voicemail)
B: I can set up a system call handler, but it won't have a queue by default ( i.e. Wait on call to speak with someone, it will require some input and be transferred to somewhere else like HP)

The only solution I can think of is to modify the call flow like;
- Configure system call handler for 7890

- Press 1: Goes to the agent team (Hunt Pilot)

- Press 2: to leave a voicemail.

Please suggest if any other option is available.

Thanks


 

[Roger Kallberg]

You have the option to send the call to your HP as the after greeting action on the CH in CUC. That way you don’t need to modify your verbiage or have the caller make a choice for the queue option.

[msmalik]

which would essentially mean the user will have to a make a choice before the call gets sent out to HP 

[Roger Kallberg]

No it would not. It would be the outcome of not doing anything.

[msmalik]

Hi Roger,

So the setup you suggested works fine.

Only one issue, in Hunt Pilot queueing setting, I am forwarding the calls to voicemail in case of maximum time in the queue/no answer. 

But instead of letting the caller leave a voicemail, it just plays " enter your ID followed by Pound". 

Any idea why?

Thanks

[Roger Kallberg]

CUC is not recognising the number that the call comes in with for the redirect so it does not know what account to pass the voice message to. You likely need to create a routing rule in the forwarding section to catch the call and route it properly. Do a check of how the call reaches CUC and then create a rule accordingly.

[tskiver]

I would look into setting up native call queueing in CUCM. Given the version you are on is 11.0 or above.

Configure CUCM Native Call Queuing Feature - Cisco

[Roger Kallberg]

How would this fulfill the OPs requirements? It would do one of them, but not both.