© 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-1 Enabling Single-Site On-Net Calling...

© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-1

Enabling Single-Site On-Net Calling

Implementing Call Coverage in Cisco Unified Communications Manager


Outline

Cisco Unified Communications Manager Call Coverage Features

Cisco Unified Communications Manager Call Forwarding, Shared Lines and Call Pickup

Call Hunting Overview

Call Hunting Options and Distribution Algorithms

Call Hunting Flow

Call Hunting Configuration


Cisco Unified Communications ManagerCall Coverage Features


Call Coverage Features

Call coverage ensures that all incoming calls are answered: Used for individuals:

– Ring other phones if original called phone is not answering (Call forwarding feature)

– Ring multiple phones at the same time (Shared number)

– Pick up a call ringing on other phone (Call Pickup/Group Pickup) Used for user groups with pilot numbers:

– Hunt through multiple phones (Call hunting feature)

– Ring multiple phones (Call hunting with broadcast option)


Cisco Unified Communications ManagerCall Forwarding, Shared Lines, and Call Pickup


Call Forwarding

CFA, CFNA, and CFB are configured under directory number settings.

CFA is configurable by end user from phone or user web page.

CFNA and CFB are configurable by end user from user web page.

If CFA is configured, the call will be forwarded immediately to the configured number. The forwarding IP phone will not ring.

Voice Mail

2000

2001

User dials 200091551234

CFA (All)

CFB (Busy)

CFNA(No Answer)


Shared Lines

Same directory number configured on multiple phones.

All phones will ring at the same time if directory number is called.

A user will pick up the call from one of the phones. All phones stop ringing when the call is answered.

All 3 phones will ring

2000

2000

2000

2

User dials 2000

1


Call Pickup/Group Call Pickup

Multiple lines can be grouped together into a pickup group Each pickup group is identified by a unique pickup group number.

Each phone line can be a member of one pickup group.

Call Pickup Allows a user to answer a call that is ringing on a phone in the same

pickup group as the phone of the user.

Group Call Pickup Allows a user to answer a call ringing on any phone that is in a different

pickup group than the phone of the user.

Requires the user to enter the pickup group number.


Call Hunting Overview


Line Group 1

1000 1001

Line Group 2

1003 1004

Hunt List

Hunt Pilot

1-800-555-0111

Call Hunting Components

Hunt pilot, hunt list, and line groups providehunting capabilities:

1st choice 2nd choice

Line Group

Specifies the hunt option and distribution algorithm instead

Points to actual extensions

Hunt Pilot Matches dialed number for call coverage Performs digit manipulation Points to a Hunt List for routing Last-resort call forwarding

Hunt List Chooses path for call routing Points to prioritized line groups

Endpoints IP phones Voice-mail ports


Hunt List Helpdesk

Line Group Agents

2001

2002

Line Group Operators

2102

Hunt PilotHelpdesk

2222

HL distributes call to LG.

2

LG distributes call to agents.

3

If no agent answers, HL sends call to

second LG.

42101

User dials 2222

1

LG distributes call to operators.

5

Call Hunting Operation


Hunt Pilots

Hunt pilots are configured with a hunt pilot number – the number that needs to be called to start a hunting process. Perform digit manipulation

Point directly to a hunt list

Specify the maximum hunt timer

Specify final forwarding settings (on hunt exhaustion)


Hunt Lists

A hunt list is a prioritized list of line groups. Multiple hunt pilots may point to the same hunt list. Multiple hunt lists can contain the same line group. Hunt lists do not perform digit manipulation.


Line Groups

Line groups control the order in which a call is distributed among the line group members. Line groups point to specific extensions, typically IP phone

extensions or voice-mail ports. The same extension may be contained in multiple line groups The hunt option describes how to continue hunting after trying the

first member of the line group (stop hunting, switch immediately to next line group, try remaining line group members, then go to next line group).

The distribution algorithm specifies the order in which the line group members are hunted (circular, longest idle, broadcast, or member that follows the last used).

The Ring No Answer Reversion (RNAR) timeout value specifies how long to try a member of the line group.


Line Group Members

Line group members are the endpoints accessed by line groups, and they can be any of the following types: Any SCCP endpoints, such as Cisco Unified IP phones, VG248, or ATA

188 SIP endpoints Voice-mail ports H.323 clients FXS extensions attached to an MGCP gateway

Note: CTI ports and CTI route points cannot be added within a line group. Calls cannot be distributed to endpoints controlled through CTI applications (CRS, IP IVR, etc.)


Call Hunting Options and Distribution Algorithms


Line Group Hunt Options

After trying a member of a line group, the hunt option specifies how to continue hunting, depending on the result of the last attempt (no answer, busy, and not available): Try Next Member, Then, Try Next Group in Hunt List (Default):

– Sends the call to idle or available members. If no more members, try the next line group of the hunt list. If no more line groups, hunting stops.

Try Next Member, but Do Not Go to Next Group:

– Sends the call to idle or available members. If no more members, hunting stops.

Skip Remaining Members, and Go Directly to Next Group:

– Sends the call to the next line group. If no more line groups, hunting stops. Stop Hunting:

– Hunting stops.


Line Group Distribution Algorithms

1000 1001 1002 1003

Idle 10 min.

Available Idle5 min.

Available, CUCMlast extended call

Top down: Idle and available members, round-robin. (Next call to 1000.)

Circular: (n + 1)th member where n is the member to which Unified CM most recently extended call. (Next call to 1003.)

Longest idle time: Idle members only, from most to least idle. (Next call to 1000.)

Broadcast: All idle and available members simultaneously. (Next call to all directory numbers.)

The line group distribution algorithm specifies the order in which line

group members are hunted.

Line Group 1


Call Hunting Flow


Call Hunting Flow

Hunt Pilot7000

Hunt List

First Line Group

Second Line Group

Direct call to hunt pilot or call forwarded from phone

Call sent to first line group of hunt list

Call sent to next member as per line group distribution algorithm

If hunt list maximum hunt timer expires stop hunting

Busy Not Available

Stop hunting

Go to next line group; if none left stop hunting

Try next member of this line group; if none left stop hunting

Try next member of this line group; if none left go to next line group; if

no line group left stop hunting

Check line group hunt option how to continue

No Answer (based on line group RNAR timer)


Call Hunting Flow (Cont.)

Check hunt pilot final forwarding configuration

Hunting stopped

No final forwarding

Call failed (reorder)

Hunt option: stop hunting

Hunt exhaustion (no more line groups or line group

members)

Hunt list maximum hunt timer expired Final

forwarding

Number specified in hunt pilot

Use personal

preference

Route call to number specified in hunt pilot

Route call to number

specified at phone line (call

forward no coverage)


Call Hunting Configuration


Configuring Line Groups, Hunt Lists, and Hunt Pilots

1. Create line group, add directory numbers, and determine distribution algorithm and hunt options

2. Create hunt list and add line groups

3. Create hunt pilot, associate hunt list, and configure hunt forward settings

4. Configure personal preference on phones in case of no hunt coverage


Step 1: Configuring Line Groups

Assign a name to line group.

Set the Ring No Answer Reversion timer.

Select distribution algorithm.

Select hunt option for no answer, busy, and not available conditions.


Step 1: Configuring Line Groups (Cont.)

Click Find to search for directory numbers

to be added.

Click Add to Line Group to add

selected directory numbers.

Change order of line group members.

Remove selected members from line

group.

Change order of line group members.


Enable hunt list.

Assign a name, description, and Cisco

Unified Communications Manager Group to the

hunt list.

Step 2: Configuring Hunt Lists

Click Add Line Group to add line groups.

Order line groups.

Remove line groups from hunt list.

Click line group to get to line group configuration

page.


Select hunt list.

Enter hunt pilot number.

Step 3: Configuring Hunt Pilots

Set final forwarding for no answer and busy: use personal preference or set number; set CSS.

Set maximum hunt timer.


Step 4: Configure Call Forward No Coverage (CFNC) at Directory Numbers

Separate configuration capability for internal CFB and external CFB.

Separate configuration capability for internal CFNA and external CFNA.

Settings to support final forwarding per personal preference (internal and external).


Example 1: Internal and External Forwarding (No Hunting)

User A (directory number 3000) wants: CFB: Incoming internal and

incoming external calls to forward to 3001 when busy.

CFNA: Incoming internal calls to forward to 3001 and incoming external calls to forward to (303) 555-0111 when no answer.

Solution:Configuration window for 3000 DN


Example 2: Internal and External Forwarding with Hunting

CFB: Incoming internal calls to forward to 3001 and external calls to forward to hunt pilot 7000 when busy.

CFNA: Incoming internal calls to forward to 3001 and external calls to forward to hunt pilot 7000 when no answer.

User A (directory number 3000) wants:

Solution:

Line Group 1

3001 3002

Hunt List abc

Hunt Pilot 7000

Hunt List abc

Line Group 2

4001 4002

Forward Hunt Busy

Forward Hunt No Answer

Dest.UPP

UPP = Use Personal Preferences

Hunt pilot 7000 points to hunt list abc, which includes line group 1 (with lines 3001 and 3002) and line group 2 (with 4001 and 4002)

Hunt Pilot 7000 has no final forwarding fields provisioned (default)

Configuration window for directory number 3000



Hunt pilot 7000 has Forward Hunt No Answer set to 3002.

Hunt pilot 7000 has no Forward Hunt Busy configuration.

Line Group 1 3001 3002

Hunt List abc

Hunt Pilot 7000

Hunt List abc


Solution:

Forward Hunt Busy

Forward Hunt No Answer 3002

Dest.UPP



Same configuration as in example 2 but if hunting fails because of no answer, call should be forwarded to 3002.




Hunt pilot 7000 has Forward Hunt Busy Use Personal Preferences check box activated.

Forward No Coverage Internal is set to 3005 at line 3000.

Forward No Coverage External is set to (303) 555-0111 at line 3000.


Hunt List abc

Hunt Pilot 7000

Hunt List abc


Solution:

Forward Hunt Busy


Dest.UPP


Configuration window for directory number 3000 Same configuration

as in example 3 but if hunting fails because of busy, call should be forwarded to numbers specified for Forward No Coverage Internal and External at directory number 3000



Example 5: Using the Maximum Hunt Timer While Hunting

Assume RNAR timer at line groups is 10 seconds (default).

Question: How long before hunting exhausts?

Assume maximum hunt timer for hunt pilot 7000 is 25 seconds.

Question: What happens when a user calls that hunt pilot?

Line Group 1

3001 3002

Hunt List abc

Hunt Pilot 7000

Hunt-List abc


Solution:

Forward Hunt Busy


Dest.UPP




Summary

Unified CM offers several features for call coverage including call forwarding, shared lines, call pickup, and call hunting.

In Unified CM, IP phone lines can be configured with call forward all, call forward busy, call forward no answer, call forward no coverage, and call forward unregistered.

Call hunting in Unified CM uses the following elements: hunt pilots, hunt lists, line groups, and endpoints (lines and voice-mail ports).

Call hunting options are configured per line group and specify how to continue hunting when the selected line group member does not answer. The distribution algorithms, also configured per line group, specify how to select a line group member.

During hunting, the hunt option, distribution algorithm, RNAR timeout, the maximum hunt timer, and final forwarding settings are considered.

Call hunting implementation includes configuration of IP phone lines, line groups, hunt lists, and hunt pilots.

© 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-1 Enabling Single-Site On-Net Calling...

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Transcript of © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-1 Enabling Single-Site On-Net Calling...