CUCM Call queuing with integration to CUC

[kittykath]

We're trying to set up an IT support help desk line and planning to integrate CUC to CUCM v11.5 to satisfy the call flow condition.

1. Callers call the IT support MainLine

2. Call immediately goes to Unity ( Cfwd all to VM)

3. Unity check schedule ( Open, closed, holiday hours)

4. If open, call with be transferred to queue enabled hunt Pilot in CUCM

5. There are 2 DNs that is part of the Hunt group and is set up with Broadcast algorithm.

6. The hunt pilot/members will also be a member of Call pick up group.

7. If no member answered, the call goes to VM.

I'm new to this call queuing feature in CUCM and without an option to set up a test environment on this yet, I'm worried if Item no. 4 and 6 and 7 will work.

Item no. 4- Is it possible to set transfer rule in CUC to a hunt pilot in CUCM? Or do I need to point it to a DN first then to hunt pilot?

Item no. 6- Are members of a queue enabled hunt pilot can also be a member of a call pick up group? Will this works?

Item no. 7- I know I can send it to another DN or hunt pilot if no one answers, but can't think of a work around to be able to send it to VM. Any input?

Thank you.

[Gregory Brunn]

Item no. 4- Is it possible to set transfer rule in CUC to a hunt pilot in CUCM?

Or do I need to point it to a DN first then to hunt pilot?

You can set a transfer rule in CUC to point to router patterns hunt pilots etc without problems as long as your restrictions tables allow for it, and your inbound calling search space on the trunk allows it.

Item no. 7- I know I can send it to another DN or hunt pilot if no one answers, but can't think of a work around to be able to send it to VM. Any input?

Yes, I do this all the time.  

6, I am pretty sure yes that it they can be.

[kittykath]

Thank you Gregory. I'll explore the restriction tables to make sure it will allow the call. We will implement this end of February hopefully no issues arise. 

[Georgios Fotiadis]

Since the individual extension VM transfer rules do not apply when they are hit as members of a hunt-pilot, you will have to create a Direct VM Transfer Rule, and apply this to the "Forward Unanswered Calls to" at the Hunt Pilot itself.

This explains how to do Direct VM Transfer: Unity Connection - Direct Transfer to VM

As soon as you implement that you will be able to forward calls to (for eg) 1234 voicemail byt setting the "Forward Unanswered Calls to" to *1234 at the Hunt Pilot.