Call Coverage, Part 2

In this post let’s see how call coverage can be set up by the user with a simple call forward to one number; or by the administrator who would have to setup a pilot to ring down multiple lines which may or may not be on multiple phones.Cisco IP Phone

The CUCM user could use the CFWDALL softkey which is provisioned on the phone by default while the phone is on hook as shown (see the red circle).

If the user presses the third softkey from the right hand side, a dial-tone will be presented requesting the user to put in the appropriate phone number. Only one phone number can be entered so anytime someone tries to reach this person, it will transfer the call to that forwarding number rather than ringing here.

If the user wants the ability of just forwarding a number to another if the user is busy or does not answer, then they must use the IP phone portal at http://</serverip Address>\CCMUSER.

First they must login as their user account entering the appropriate UserID and password (not the PIN) .

Once logged in, they would choose User Options>>Device Settings and then choose the IP Phone or device they wish to configure from the drop down box:

After choosing the Device, the next step is to choose the line to configure. In the example below, let’s say Pete wants to forward external or outside callers that call him from voice mail to another external number. Two things to remember: the number must match a route pattern therefore, if a trunk access code is used, it must be added to the front of the number. In Pete’s case, the trunk access code is 9 which are added to the 10 digit numbers to be dialed.

Now the limitation with this call coverage is the fact only one number can be forwarded to if the call is processed as a busy or no answer.

What if is Pete is a Project Manager, and his team could also answer the phone and speak to clients on his behalf. How could this possibly be configured? Now you would have to include the Hunt feature found in the Call Routing section of CUCM administration.

As a side note, Pete will lose some control on which phone the call will be forwarded to under this system since he can only adjust a couple of parameters on his end. The CUCM Administrator would also have to get involved since only they would only have the ability to change the Hunt feature.

Now to begin with, the Administrator would start by creating Line Groups (LGs)for Pete and then assign the individual lines that are part of his team after navigating to Call Routing –> Route/Hunt —> Line Group:

Pete requires that his most senior team member always gets the first try on each call he misses, Then the lines are tried based upon decreasing seniority and skill levels. In this case, it is imperative to use the TOP Down distribution algorithm as illustrated above. (The default choice would be longest idle.)

Now it’s time to create a Hunt List and add Pete’s LG to it. Remember after making the association to reset the Hunt List in order to be placed into production. This process is illustrated below after navigating to Call Routing –> Route/Hunt —> Hunt List:

Then choose save and you will be asked to assign the LG created earlier:

You will also notice an error that would arise if only one Call Processing Server is assigned to the Hunt List via the Cisco Unified Communications Manager (CUCM) Group. This is a reminder that if this one CUCM goes down then the Hunt List activity will not work.

Now it’s time to assign the Hunt List to a Hunt Pilot and add the Pilot number to it. For this operation you will need to navigate to Call Routing –> Route/Hunt —> Hunt Pilot:

So the phone number assigned is 15900 and the maximum Hunt Timer is set for 40 seconds. In the Line Group, we used the default 10 seconds for each line to be signaled for a user to pick up the phone which in the US would be approximately 4 rings. In order to hunt all 4 phones, we would have to increase the timer to at least 40 seconds.

Then after 40 seconds either a fast busy is given or in our case we have configured final forwarding activity as Use Personal Preferences (UPP). This will allow Pete to indicate what to do if no member in his team is able to answer the call. On Pete’s line configuration, he could use Call No Coverage to indicate the phone call should be sent to voice mail or to another phone number.

Pete is able to change his configuration to match the final forwarding routine through the CCMUSER web page. As depicted below Pete simply wants the final forwarding to be sent to his voice mail.

So here a two typical examples of how call coverage can be configured in CUCM. For more detailed information on configuring Hunts and call coverage, come to the Global Knowledge ACUCW1 or CIPT Part 1 class to explore how easily this can be put together.

Author: Joe Parlas

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