Transcript Line Groups

Implementing Call
Coverage in Cisco
Unified Communications
Manager
Enabling Single-Site On-Net Calling
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-1
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
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-2
Cisco Unified Communications Manager
Call Coverage Features
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-3
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)
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-4
Cisco Unified Communications Manager
Call Forwarding, Shared Lines, and Call Pickup
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-5
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.
91551234
User dials 2000
CFA (All)
CFB (Busy)
2001
2000
CFNA
(No Answer)
Voice Mail
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CIPT1 v6.0—4-6
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.
1
2
All 3 phones will ring
User dials 2000
2000
2000
2000
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-7
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-8
Call Hunting Overview
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-9
Call Hunting Components
1-800-555-0111
Hunt pilot, hunt list, and line groups
providehunting capabilities:
Hunt Pilot
Hunt Pilot




Matches dialed number for call coverage
Performs digit manipulation
Points to a Hunt List for routing
Last-resort call forwarding
Hunt List
Hunt List
 Chooses path for call routing
 Points to prioritized line groups
1st choice
2nd choice
Line Group


Specifies the hunt option and distribution
algorithm instead
Line Group 1
Line Group 2
Points to actual extensions
Endpoints
 IP phones
 Voice-mail ports
1000
© 2008 Cisco Systems, Inc. All rights reserved.
1001
1003
1004
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Call Hunting Operation
2
Hunt List Helpdesk
HL distributes call
to LG.
Line Group Agents
1
3
2001
LG distributes call
to agents.
2002
User dials 2222
Hunt Pilot
Helpdesk
2222
Line Group Operators
2101
4
If no agent answers,
HL sends call to
second LG.
© 2008 Cisco Systems, Inc. All rights reserved.
2102
5
LG distributes call
to operators.
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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)
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-12
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-13
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-14
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.)
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-15
Call Hunting Options and Distribution Algorithms
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-16
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-17
Line Group Distribution Algorithms
Line Group 1
1000
1001
Idle
10 min.
Available
1002
1003
Available, CUCM Idle
last extended call 5 min.
The line group distribution algorithm
specifies the order in which line
group members are hunted.
© 2008 Cisco Systems, Inc. All rights reserved.
 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.)
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Call Hunting Flow
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CIPT1 v6.0—4-19
Call Hunting Flow
If hunt list maximum hunt
timer expires stop
hunting
Hunt List
Hunt Pilot
7000
Direct call to hunt pilot or
call forwarded from phone
Call sent to first line group of hunt list
Second Line
Group
Stop hunting
Go to next line group; if none left
stop hunting
First Line
Group
Call sent to next member as per
line group distribution algorithm
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
No Answer (based on
line group RNAR timer)
Busy
Not
Available
Check line group hunt option how to continue
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-20
Call Hunting Flow (Cont.)
Hunt option: stop hunting
Hunting stopped
Hunt exhaustion (no more
line groups or line group
members)
Check hunt pilot
final forwarding
configuration
Hunt list maximum hunt
timer expired
Final
forwarding
Use personal
preference
Route call to
number
specified at
phone line (call
forward no
coverage)
© 2008 Cisco Systems, Inc. All rights reserved.
Number
specified in
hunt pilot
No final
forwarding
Call failed
(reorder)
Route call to
number specified
in hunt pilot
CIPT1 v6.0—4-21
Call Hunting Configuration
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-22
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
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-23
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-24
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-25
Step 2: Configuring Hunt Lists
Assign a name,
description, and Cisco
Unified Communications
Manager Group to the
hunt list.
Enable hunt list.
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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-26
Step 3: Configuring Hunt Pilots
Enter hunt pilot number.
Select hunt list.
Set final forwarding for
no answer and busy: use
personal preference or
set number; set CSS.
Set maximum hunt timer.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-27
Step 4: Configure Call Forward No Coverage
(CFNC) at Directory Numbers
Settings to support final forwarding per personal preference (internal and
external).
Separate configuration capability for internal CFNA and external CFNA.
Separate configuration capability for internal CFB and external CFB.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-28
Example 1: Internal and External
Forwarding (No Hunting)
User A (directory number
3000) wants:
Solution:
Configuration window for 3000 DN
 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.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-29
Example 2: Internal and External
Forwarding with Hunting
User A (directory
number 3000) wants:
 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.
Solution:
Configuration window for directory
number 3000
Hunt Pilot 7000
Hunt List abc
UPP
Dest.
Forward Hunt Busy
Forward Hunt No Answer
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 List abc
Line Group 1
3001
3002
Line Group 2
4001
4002
 Hunt Pilot 7000 has no final forwarding fields provisioned (default)
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-30
Example 3: Internal and External
Forwarding with Hunting
User A (directory
number 3000)
wants:
 Same configuration
as in example 2 but
if hunting fails
because of no
answer, call should
be forwarded to
3002.
Solution:
Configuration window for directory
number 3000
Hunt Pilot 7000
Hunt List abc
UPP
Dest.
Forward Hunt Busy
Forward Hunt No Answer
3002
UPP = Use Personal Preferences
Hunt List abc
Line Group 1
3001
3002
 Hunt pilot 7000 has Forward Hunt No Answer set to 3002.
 Hunt pilot 7000 has no Forward Hunt Busy configuration.
© 2008 Cisco Systems, Inc. All rights reserved.
Line Group 2
4001
4002
CIPT1 v6.0—4-31
Example 4: Internal and External
Forwarding with Hunting
User A (directory
number 3000)
wants:
 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
Solution:
Configuration window for directory
number 3000
 Hunt pilot 7000 has Forward Hunt Busy Use Personal Preferences
check box activated.
Hunt Pilot 7000
Hunt List abc
UPP
Dest.
Forward Hunt Busy
Forward Hunt No Answer
3002
UPP = Use Personal Preferences
Hunt List abc
Line Group 1
3001
3002
Line Group 2
4001
4002
 Forward No Coverage Internal is set to 3005 at line 3000.
 Forward No Coverage External is set to (303) 555-0111 at line 3000.
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-32
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?
© 2008 Cisco Systems, Inc. All rights reserved.
Solution:
Configuration window for directory
number 3000
Hunt Pilot 7000
Hunt-List abc
Dest.
UPP
Forward Hunt Busy
Forward Hunt No Answer
3002
UPP = Use Personal Preferences
Hunt List abc
Line Group 1
3001
3002
Line Group 2
4001
4002
CIPT1 v6.0—4-33
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—4-34
© 2008 Cisco Systems, Inc. All rights reserved.
CIPT1 v6.0—4-35