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Table Of Contents
Configuring Call-Coverage Features
Information About Call Coverage Features
How to Configure Call Coverage Features
SCCP: Enabling Local-Group Call Pickup at a System-Level
SCCP: Configuring Call-Waiting Indicator Tone
SCCP: Verifying Call-Waiting Indicator Tone
SCCP: Configuring Night Service
SCCP: Configuring Overlaid Ephone-dns
SCCP: Verifying Overlaid Ephone-dns
Configuration Examples for Call Coverage Features
Feature Information for Call Coverage Features
Configuring Call-Coverage Features
Last Updated: September 28, 2007This chapter describes features that can be used to provide appropriate, flexible coverage for incoming calls in Cisco Unified Communications Manager Express (Cisco Unified CME).
Finding Feature Information in This Module
Your Cisco Unified CME version may not support all of the features documented in this module. For a list of the versions in which each feature is supported, see the "Feature Information for Call Coverage" section.
Contents
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Information About Call Coverage Features
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Information About Call Coverage Features
To configure call coverage features, you should understand the following concepts:
Call-Coverage Summary
Call coverage features are used to ensure that all incoming calls to Cisco Unified CME are answered by someone, regardless of whether the called number is busy or does not answer.
Some single-dialed-number call-coverage features, such as hunt groups, can send incoming calls to a single directory number to a pool of phone agents, while other features, such as call hunt, call waiting, and call forwarding increase the chance of a call being answered by giving it another chance for a connection if the dialed number is not available.
Multiple-dialed-number call-coverage features, such as call pickup, night service, and overlaid directory numbers, provide different ways for one person to answer incoming calls to multiple numbers.
Any of the call-coverage features can be combined with other call-coverage features and with shared lines and secondary numbers to design the call coverage plan that is best suited to your needs.
Table 31 summarizes call-coverage features.
Table 31 Call-Coverage Feature Summary
Call Forwarding
Calls are automatically diverted to a designated number on busy, no answer, all calls, or only during night-service hours.
Extension 3444 is configured to send calls to extension 3555 when it is busy or does not answer.
SCCP: Enabling Call Forwarding for a Directory Number, page 541
or
Call Hunt
System automatically searches for an available directory number from a matching group of directory numbers until the call is answered or the hunt is stopped.
Three ephone-dns have the same extension number, 755. One is on the manager's phone and the others are on the assistants' phones. Preference and huntstop are used to make sure that calls always come to the manager's phone first but if they can't be answered, they will ring on the first assistant's phone and if not answered, on the second assistant's phone.
or
Call Pickup
Calls to unstaffed phones can be answered by other phone users using a soft key or by dialing a short code.
Extension 201 and 202 are both in pickup group 22. A call is received by 201, but no one is there to answer. The agent at 202 presses the GPickUp soft key to answer the call.
Call Waiting
Calls to busy numbers are presented to phone users, giving them the option to answer them or let them be forwarded.
Extension 564 is in conversation when a call-waiting beep is heard. The phone display shows the call is from extension 568 and the phone user decides to let the call go to voice mail.
SCCP: Configuring Call-Waiting Indicator Tone
or
Cisco CME B-ACD
Calls to a pilot number are automatically answered by an interactive application that presents callers with a menu of choices before sending them to a queue for a hunt group.
The DID number 555-0125 is the pilot number for the XYZ Company. Incoming calls to this pilot number hear a menu of choices; they can press 1 for sales, 2 for service, or 3 to leave a message. The call is forwarded appropriately when callers make a choice.
See Cisco Unified CME B-ACD and Tcl Call-Handling Applications.
Hunt Groups
Calls are forwarded through a pool of agents until answered or sent to a final number.
Extension 200 is a pilot number for the sales department. Extensions 213, 214, and 215 belong to sales agents in the hunt group. When a call to extension 200 is received, it proceeds through the list of agents until one answers. If all the agents are busy or do not answer, the call is sent to voice mail.
or
Night Service
Calls to ephone-dns that are not staffed during certain hours can be answered by other phones using call pickup.
Extension 7544 is the cashier's desk but the cashier only works until 3 p.m. A call is received at 4:30 p.m. and the service manager's phone is notified. The service manager uses call pickup to answer the call.
Overlaid Ephone-dns
Calls to several numbers can be answered by a single agent or multiple agents.
Extensions 451, 452, and 453 all appear on button 1 of a phone. A call to any of these numbers can be answered from button 1.
Call Hunt
Call hunt allows you to use multiple directory numbers to provide coverage for a single called number. You do this by assigning the same number to several primary or secondary ephone-dns or by using wildcards in the number associated with the directory numbers.
Calls are routed based on a match between the number dialed and the destination patterns that are associated with dial peers. Through the use of wildcards in destination patterns, multiple dial peers can match a particular called number. Call hunt is the ability to search through the dial peers that match the called number until the call is answered. Call hunt uses a technique called preference to control the order in which dial peers are matched to an incoming call and a technique called huntstop to determine when the search for another matching peer ends.
In Cisco Unified CME, incoming calls search through the virtual dial peers that are automatically created when you define directory numbers. These virtual dial peers are not directly configurable; you must configure the directory number to control call hunt for virtual dial peers.
Channel huntstop is used to stop the search for the two channels of a dual-line directory number. Channel huntstop keeps incoming calls from hunting to the second channel if the first channel is busy or does not answer. This keeps the second channel free for call transfer, call waiting, or three-way conferencing.
Huntstop prevents hunt-on-busy from redirecting a call from a busy phone into a dial peer that has been setup with a catch-all default destination.
For configuration information, see the "SCCP: Configuring Call Hunt" section and the "SIP: Configuring Call Hunt" section.
Call Pickup
Call pickup, and pickup groups, enable phone users to answer a call that is ringing on a different directory number other than their own. If both numbers to be answered are in the same pickup group, the user presses fewer keys to pick up the call.
Call pickup has the following variations:
•
•
•
Administrators can assign each ephone-dn independently to a maximum of one pickup group. There is no limit to the number of ephone-dns that can be assigned to a single pickup group, and there is no limit to the number of pickup groups that can be defined in a Cisco Unified CME system.
Pickup group numbers may be of varying length, but must have unique leading digits. For example, you cannot define pickup group 17 and pickup group 177 for the same Cisco Unified CME system because a pickup in group 17 will always be triggered before the user can enter the final 7 for 177.
Figure 34 shows four call-pickup scenarios.
Figure 34 Call Pickup
For configuration information, see the "SCCP: Creating Pickup Groups" section.
Call Waiting
Call waiting allows phone users to be alerted when they receive an incoming call while they are on another call. Phone users hear a call-waiting tone when another party is trying to reach them and, on IP phones, see the calling party information on the phone screen.
Call-waiting calls to IP phones with soft keys can be answered using the Answer soft key. Call-waiting calls to analog phones controlled by Cisco Unified CME systems are answered using hookflash. When phone users answer a call-waiting call, their original call is automatically put on hold. If a phone user does not respond to a call-waiting notification, the call is forwarded as specified in the call-forward noan command for that extension.
For an IP phone running SCCP, call waiting for single-line ephone-dns requires two ephone-dns to handle the two calls. Call waiting on a dual-line ephone-dn requires only one ephone-dn because the two channels of the ephone-dn handle the two calls. The audible call-waiting indicator can be either a call-waiting beep or a call-waiting ring. For configuration information, see the "SCCP: Configuring Call-Waiting Indicator Tone" section.
For a SIP phone, call waiting is automatically enabled when you configure a voice register pool. For SIP phones directly connected to Cisco Unified CME, call waiting can be disabled at the phone-level. For configuration information, see the "SIP: Enabling Call Waiting" section.
For information on call waiting using Overlaid ephone-dns, see the "Overlaid Ephone-dns" section.
Call-Waiting Beep for SCCP Phones
Call-waiting beeps are enabled by default. You can disable the call-waiting beeps that are generated from and accepted by directory numbers. If beep generation is disabled, incoming calls to the directory number do not generate call-waiting beeps. If beep acceptance is disabled, the phone user does not hear beeps when using the directory number for an active call.
Table 32 shows the possible beep behaviors of one ephone-dn calling another ephone-dn that is connected to another caller.
Call-Waiting Ring for SCCP Phones
Instead of the standard call waiting beep sound through the handset, you can use a short ring for call-waiting notification. The default is for directory numbers to accept call interruptions, such as call waiting, and to issue a beeping sound for notification.
To use a ring sound, the directory number must accept call-waiting indicator tones. For configuration information, see the "SCCP: Configuring Call-Waiting Indicator Tone" section or the "SIP: Enabling Call Waiting" section.
Callback Busy Subscriber
This feature allows callers who dial a busy extension number to request a callback from the system when the called number is available. Callers can also request callbacks for extensions that do not answer, and the system will notify them after the called phone is next used.
There can be only one callback request pending against a particular extension number, although a caller can initiate more than one callback to different numbers. If a caller attempts to place a callback request on a number that already has a pending callback request, the caller hears a fast-busy tone. If the called number has call forwarding enabled, the callback request is placed against the final destination number.
No configuration is required for this feature. To display a list of phones that have pending callback requests, use the show ephone-dn callback command.
Hunt Groups
Hunt groups allow incoming calls to a specific number (pilot number) to be directed to a defined group of directory numbers. Each hunt group can include up to 20 member directory numbers.
Incoming calls are redirected from a hunt group pilot number to the first directory number as defined by the configuration. If the first directory number is busy or does not answer, the call is redirected to the next phone in the list. A call continues to be redirected on busy or no answer from directory number to directory number in the list until it is answered or until the call reaches the number that was defined as the final number.
The redirect from one directory number to the next in the list is also known as a hop. You can set the maximum number of redirects for specific peer or longest-idle hunt groups, and for the maximum number of redirects allowed in a Cisco Unified CME system, both inside and outside hunt groups. If a call makes the maximum number of hops or redirects without being answered, the call is dropped.
For information on displaying hunt group statistics, see Cisco Unified CME B-ACD and Tcl Call-Handling Applications.
There are four different types of hunt groups. Each type uses a different strategy to determine the first directory number that rings for successive calls to the hunt group pilot number. Hunt group types include the following:
•
•
•
•
The number that is defined as the final number for a hunt group may also be the pilot number for another hunt group (with suitable protection to avoid infinite loops). If a final number is assigned as the pilot number of a second hunt group, the pilot number of the first hunt group cannot be configured as a final number in any hunt group. If there is a third hunt group, the second hunt group cannot be configured as a final number, and so forth.
Hunt-group chains can be configured in any length, but the actual number of hops that can be reached in a chain is determined by the max-redirect command configuration. In the following example, a maximum redirect number 15 or greater must be configured for callers to reach the final 5000 number. If a lower number is configured, the call will disconnect.
ephone-hunt 1 sequential
pilot 8000
list 8001, 8002, 8003, 8004
final 9000
ephone-hunt 2 sequential
pilot 9000
list 9001, 9002, 9003, 9004
final 7000
ephone-hunt 3 sequential
pilot 7000
list 7001, 7002, 7003, 7004
final 5000
Figure 35 illustrates a sequential hunt group, Figure 36 illustrates a peer hunt group, and Figure 37 illustrates a longest-idle hunt group.
Sequential Hunt Groups
In a sequential hunt group, directory numbers always ring in the left-to-right order in which they are listed when the hunt group is defined. The first number in the list is always the first number to be tried when the pilot number is called. Maximum number of hops is not a configurable parameter for sequential hunt groups.
Figure 35 Sequential hunt Group
Peer Hunt Groups
In a peer hunt group, the first directory number to ring is the number to the right of the directory number that was the last to ring when the pilot number was last called. Ringing proceeds in a circular manner, left to right, for the number of hops specified when the hunt group was defined.
Figure 36 illustrates a peer hunt group.
Figure 36 Peer hunt Group
Longest-Idle Hunt Groups
In a longest-idle hunt group, the algorithm for choosing the next extension to receive a call is based on a comparison of on-hook time stamps. The extension with the smallest on-hook time stamp value is chosen when the next call comes to the hunt group.
The default behavior is that an on-hook time stamp value for an extension is updated only when the agent answers a call. In Cisco Unified CME 4.0 and later versions, you can specify that an on-hook time stamp is updated when a call rings an extension and also when a call is answered by an agent.
Figure 37 illustrates a longest-idle hunt group.
Figure 37 Longest-Idle hunt Group
Parallel Hunt Groups
In a parallel hunt group, calls simultaneously ring multiple phones. The use of parallel hunt groups is also referred to as application-level forking because it enables the forking of a call to multiple destinations. Parallel hunt group are supported by SIP phones only. (To enable similar functionality on SCCP phones, use the ephone-dn overlay feature for shared lines. See the "Shared-Line Overlays" section.)
In the following parallel hunt group example, when callers dial extension 1000, extension 1001, 1002, and so on ring simultaneously. The first extension to answer is connected. If none of the extensions answers, the call is forwarded to extension 2000, which is the number for the voice-mail service.
voice hunt-group 4 parallel
pilot 1000
list 1001, 1002, 1003, 1004
final 2000
timeout 20
The number of ringing calls that a parallel hunt group can support depends on whether call-waiting is enabled on the SIP phones.
If call-waiting is enabled (the default), parallel hunt groups support multiple calls up to the limit of call-waiting calls supported by a particular SIP phone model. You may not want to use unlimited call-waiting however with parallel hunt-groups if agents do not want a large number of waiting calls when they are already handling a call.
If call waiting is disabled, parallel hunt groups support only one call at a time in the ringing state. After a call is answered (by one of the phones in the hunt group), a second call is allowed. The second and subsequent calls ring only the idle phones in the hunt group, and bypass the busy phone that answered the first call (because this phone is connected to the first call). After the second call is answered, a third call is allowed, and so on until all the phones in the parallel hunt group are busy. The hunt group does not accept further calls until at least one phone returns to the idle/on-hook state.
When two or more phones within the same parallel hunt group attempt to answer the same call, only one phone can connect to the call. Phones that fail to connect must return to the on-hook state before they can receive subsequent calls. Calls that arrive before a phone is placed on-hook are not presented to the phone. For example, if a second call arrives after Phone 1 has answered the original call, but before Phone 2 goes back on-hook, the second call bypasses Phone 2 (because it is offhook).
When a phone returns to the idle/on-hook state, it does not automatically re-synchronize to the next call waiting to be answered. For example, in the previous scenario, if the second call is still ringing Phone 3 when Phone 2 goes on-hook, Phone 2 does not ring because it was offhook when the second call arrived.
For configuration information, see the "SIP: Configuring Hunt Groups" section.
Hunt Group Agent Availability Options
Three options increase the flexibility of hunt group agents by allowing them to dynamically join and leave hunt groups or to temporarily enter a not-ready state in which they do not receive calls.
Table 33 compares the following agent availability features:
•
•
Dynamic Hunt Group Membership
Hunt groups allow you to set up pools of extension numbers to answer incoming calls. Up to 20 wildcard slots can be entered in the list of hunt group extension numbers to allow dynamic group membership, in which authorized phone users can join a hunt group whenever a vacant wildcard slot is available and they can leave when they like. Each phone user who joins a group occupies one slot. If no slots are available, a user who tries to join a group hears a busy signal.
Allowing dynamic membership in a hunt group is a three-step process:
1.
2.
3.
To dynamically join a hunt group, a phone user dials a standard or custom FAC for joining a hunt group. The standard FAC to join a hunt group is *3. If multiple hunt groups have been created that allow dynamic membership, the phone user must also dial the hunt group pilot number. For example, if the following hunt groups are defined, a phone user dials *38000 to join the Sales hunt group:
ephone-hunt 24 sequential
pilot 8000
list 8001, 8002, *, *
description Sales Group
final 9000
ephone-hunt 25 sequential
pilot 7000
list 7001, 7002, *, *
description Service Group
final 9000
To leave a hunt group, a phone user dials the standard or custom FAC for leaving a hunt group. The standard FAC to leave a hunt group is #3. See "Customizing Soft Keys" on page 875.
Note
Agent Status Control
The Agent Status Control feature allows ephone-hunt-group agents to control whether their phones are in the ready or not-ready status. A phone in the ready status is available to receive calls from the hunt group. A phone in the not-ready status blocks calls from the hunt group. Agents should use the not-ready status for short breaks or other temporary interruptions during which they do not want to receive hunt-group calls.
Agents who put their phones into the not-ready status do not relinquish their slots in the hunt group list.
Agents use the HLog soft key or the DND soft key to put a phone into the not-ready status. When the HLog soft key is used to put a phone in the not-ready status, it does not receive hunt group calls but can receive other calls. If the DND soft key is used, the phone does not receive any calls until it is returned to the ready status. The HLog and DND soft keys toggle the feature: if the phone is in the ready status, pressing the key puts the phone in the not-ready status and vice-versa.
The DND soft key is visible on phones by default, but the HLog soft key must be enabled in the configuration using the hunt-group logout command, which has the following options:
•
•
Phones without soft-key displays can use a FAC to toggle their status from ready to not-ready and back to ready. The fac command must be used to enable the standard set of FACs or to create custom FACs. The standard FAC to toggle the not-ready status at the directory number (extension) level is *4 and the standard FAC to toggle the not-ready status at the ephone level (all directory numbers on the phone) is *5. See Where to Go Next.
Note
Automatic Agent Status Not-Ready
Before Cisco Unified CME 4.0, this feature was known as Automatic Hunt Group Logout. If the auto logout command was enabled for a hunt group, a phone was placed in DND mode when a line on the phone did not answer a call for that hunt group within the time limit specified in the timeout command.
In Cisco Unified CME 4.0 and later versions, the name and behavior of this feature has changed, although the Cisco IOS command remains the same. The auto logout command now specifies the number of unanswered hunt group calls after which the agent status of an directory number is automatically changed to not-ready. You can limit Automatic Agent Status Not-Ready to dynamic hunt group members (those who log in using a wildcard slot in the list command) or to static hunt group members (those who are explicitly named in the list command), or you can apply this behavior to all hunt group members.
A related command, hunt-group logout, specifies whether the phones that are automatically changed to the not-ready status should also be placed into DND mode. Phones in the not-ready status do not accept calls from hunt groups, but they do accept calls that directly dial their extensions. Phones in DND mode do not accept any calls. The default if the hunt-group logout command is not used is that the phones that are automatically placed in the not-ready status are also placed in DND mode.
Agents whose phones are automatically placed into the not-ready status do not relinquish their slots in the hunt group list.
Note
Night Service
The night-service feature allows you to provide coverage for unstaffed extensions during hours that you designate as "night-service" hours. During the night-service hours, calls to the designated extensions (known as night-service directory numbers or night-service lines) send a special "burst" ring to phones that have been specified to receive this special ring (the phones are known as night-service phones). Phone users at the night-service phones can then use the call-pickup feature to answer the incoming calls from the night-service directory numbers ( Figure 38).
For example, the night-service feature can allow an employee working after hours to intercept and answer calls that are presented to an unattended receptionist's phone. This feature is useful for sites at which all incoming public switched telephone network (PSTN) calls have to be transferred by a receptionist because the PSTN connection to the Cisco Unified CME system does not support Direct Inward Dialing (DID). When a call arrives at the unattended receptionist's phone during hours that are specified as night service, a ring burst notifies a specified set of phones of the incoming call. A phone user at any of the night-service phones can intercept the call using the call-pickup feature. Night-service call notification is sent every 12 seconds until the call is either answered or aborted.
If optionally configured, night service can be manually toggled on and off from any phone that has a line that is designated as a night-service line. When night service is active, a message is displayed on the night-service phones.
Night service requires that you define the following parameters:
1.
2.
3.
4.
Figure 38 illustrates night service.
Figure 38 Night Service
Overlaid Ephone-dns
Overlaid ephone-dns are directory numbers that share the same button on a phone. Overlaid ephone-dns can be used to receive incoming calls and place outgoing calls. Up to 25 ephone-dns can be assigned to a single phone button. They can have the same extension number or different numbers. The same ephone-dns can appear on more than one phone and more than one phone can have the same set of overlaid ephone-dns.
The order in which overlaid ephone-dns are used by incoming calls can be determined by the call hunt commands, preference and huntstop. For example, ephone-dn 1 to ephone-dn 4 have the same extension number, 1001. Three phones are configured with the button 1o1,2,3,4 command. A call to 1001 will ring on the ephone-dn with the highest preference and display the caller ID on all phones that are on hook. If another incoming call to 1001 is placed while the first call is active (and the first ephone-dn with the highest preference is configured with the no huntstop command), the second call will roll over to the ephone-dn with the next-highest preference, and so forth. For more information, see the "Call Hunt" section.
If the ephone-dns in an ephone-dn overlay use different numbers, incoming calls go to the ephone-dn with the highest preference. If no preferences are configured, the dial-peer hunt command setting is used to determine which ephone-dns are used for incoming calls. The default setting for the dial-peer hunt command is to randomly select an ephone-dn that matches the called number.
Note
Figure 39 shows an overlay set with two directory numbers and one number that is shared on two phones. Ephone-dn 17 has a default preference value of 0, so it will receive the first call to extension 1001. The phone user at phone 9 answers the call, and a second incoming call to extension 1001 can be answered on phone 10 using directory number 18.
Figure 39 Overlaid Ephone-dn (Simple Case)
When a call is answered on an ephone-dn, that ephone-dn is no longer available to other phones that share the ephone-dn in overlay mode. For example, if extension 1001 is answered by phone 1, caller ID for extension 1001 displays on phone 1 and is removed from the screens of phone 2 and phone 3. All actions pertaining to the call to extension 1001 (ephone-dn 17) are displayed on phone 1 only. If phone 1 puts extension 1001 on hold, the other phones will not be able to pick up the on-hold call using a simple shared-line pickup. In addition, none of the other four phones will be able to make outgoing calls from the ephone-dn while it is in use. When phone users press button 1, they will be connected to the next available ephone-dn listed in the button command. For example, if phone 1 and phone 2 are using ephone-dn 1 and ephone-dn 2, respectively, phone 3 must pick up ephone-dn 3 for an outgoing call.
If there are more phones than ephone-dns associated with an ephone-dn overlay set, it is possible for some phones to find that all the ephone-dns within their overlay set are in use by other phones. For example, if five phones have a line button configured with the button 1o1, 2, 3 command, there may be times when all three of the ephone-dns in the overlay set are in use. When that occurs, the other two phones will not be able to use an ephone-dn in the overlay set. When all ephone-dns in an overlay set are in use, phones with this overlay set will display the remote-line-in-use icon (a picture of a phone with a flashing X through it) for the corresponding line button. When at least one ephone-dn becomes available within the overlay set (that is, an ephone-dn is either idle or ringing), the phone display reverts to showing the status of the available ephone-dn (idle or ringing).
Shared-Line Overlays
Dual-line ephone-dns can also use overlays. The configuration parameters are the same as for single-line ephone-dns, except that the huntstop channel command must be used to keep calls from hunting to the ephone-dn's second channel.
The primary ephone-dn in a shared-line overlay set should be unique to the phone to guarantee that the phone has a line available for outgoing calls, and to ensure that the phone user can obtain dial-tone even when there are no idle lines available in the rest of the shared-line overlay set. Use a unique ephone-dn to provide for a unique calling party identity on outbound calls made by the phone so that the called user can see which specific phone is calling.
The following example shows the configuration for a simple shared-line overlay set. The primary ephone-dn that is configured for each phone is unique while the remaining ephone-dns 10, 11, and 12 are shared in the overlay set on both phones:
!
ephone 1
mac-address 1111.1111.1111
button 1o1,10,11,12
!
ephone 2
mac-address 2222.2222.2222
button 1o2,10,11,12
For a more detailed example, see the "Shared-line Overlaid Ephone-dns: Example" section.
A more complex directory number configuration mixes overlaid directory numbers with shared directory numbers and plain dual-line directory numbers on the same phones. Figure 40 illustrates the following example of a manager with two assistants. On the manager's phone the same number, 2001, appears on button 1 and button 2. The two line appearances of extension 2001 use two single-line directory numbers, so the manager can have two active calls on this number simultaneously, one on each button. The directory numbers are set up so that button 1 will ring first, and if a second call comes in, button 2 will ring. Each assistant has a personal directory number and also shares the manager's directory numbers. Assistant 1 has all three directory numbers in an overlay set on one button, whereas assistant 2 has one button for the private line and a second button with both of the manager's lines in an overlay set. A sequence of calls might be as follows.
1.
2.
3.
4.
At this point, the manager is in conversation on directory number 20, assistant 1 is in conversation on directory number 22, and assistant 2 is in conversation on directory number 21.
Figure 40 Overlaid Ephone-dn (Complex Case)
For configuration information, see the "SCCP: Configuring Overlaid Ephone-dns" section.
Call Waiting for Overlaid Ephone-dns
Call waiting allows phone users to know that another person is calling them while they are talking on the phone. Phone users hear a call-waiting tone indicating that another party is trying to reach them. Calls to IP phones with soft keys can be answered with the Answer soft key. Calls to analog phones are answered using hookflash. When phone users answer a call-waiting call, their original call is automatically put on hold. If phone users ignore a call-waiting call, the caller is forwarded if call-forward no-answer has been configured.
In Cisco CME 3.2.1 and later versions, call waiting is available for overlaid ephone-dns. The difference in configuration between overlaid ephone-dns with call waiting and overlaid ephone-dns without call waiting is that overlaid ephone-dns with call waiting use the c keyword in the button command and overlaid ephone-dns without call waiting use the o keyword. For configuration information, see the "SCCP: Configuring Overlaid Ephone-dns" section.
The behavior of overlaid ephone-dns with call waiting and overlaid ephone-dns without call waiting is the same, except for the following:
•
For example, if three of four phones are engaged in calls to numbers from the same overlaid ephone-dn with call-waiting and another call comes in, the one inactive phone will ring, and the three active phones will issue auditory and visual call-waiting notification.
•
For example, a Cisco Unified IP Phone 7910 (maximum two call-waiting calls) has a button configured with a set of overlaid ephone-dns with call waiting (button 1c1,2,3,4). A call to ephone-dn 1 is answered. A call to ephone-dn 2 generates call-waiting notification. Calls to ephone-dn 3 and ephone-dn 4 will wait in line and remain invisible to the phone user until one of the two original calls ends. When the call to ephone-dn 1 ends, the phone user can then talk to the person who called ephone-dn 2. The call to ephone-dn 3 issues call-waiting notification while the call to ephone-dn 4 waits in line. (The Cisco Unified IP Phone 7960 supports six calls waiting.) Phones configured for call waiting do not generate call-waiting notification when they are transferring calls or hosting conference calls.
Note that if an overlaid ephone-dn has call-forward-no-answer configured, calls to the ephone-dn that are unanswered before the no-answer timeout expires are forwarded to the configured destination. If call-forward-no-answer is not configured, incoming calls receive ringback tones until the calls are answered.
More than one phone can use the same set of overlaid ephone-dns. In this case, the call-waiting behavior is slightly different. The following example demonstrates call waiting for overlaid ephone-dns that are shared on two phones.
ephone 1
button 1c1,2,3,4
!
ephone 2
button 1c1,2,3,4
1.
2.
3.
4.
Note
Extending Calls for Overlaid Ephone-dns to Other Buttons on the Same Phone
Phones with overlaid ephone-dns can use the button command with the x keyword to dedicate one or more additional buttons to receive overflow calls. If an overlay button is busy, an incoming call to any of the other ephone-dns in the overlay set rings on the first available overflow button on each phone that is configured to receive the overflow. This feature works only for overlaid ephone-dns that are configured with the button command and the o keyword; it is not supported with overlaid ephone-dns that are configured using the button command and the c keyword or other types of ephone-dns that are not overlaid.
Using the button command with the c keyword results in multiple calls on one button (the button is overlaid with multiple ephone-dns that have call waiting), whereas using the button command with the o keyword and the x keyword results in one call per button and calls on multiple buttons.
For example, an ephone has an overlay button with ten numbers assigned to it using the button command and the o keyword. The next two buttons on the phone are configured using the button command and the x keyword. These buttons are reserved to receive additional calls to the overlaid extensions on the first button when the first button is in use.
ephone 276
button 1o24,25,26,27,28,29,30,31,32,33 2x1 3x1
For configuration information, see the "SCCP: Configuring Overlaid Ephone-dns" section.
How to Configure Call Coverage Features
This section contains the following procedures:
Call Hunt
•
•
•
Call Pickup
•
•
Call Waiting
•
•
Hunt Groups
•
•
•
Night Service
•
•
Overlaid Ephone-dns
•
•
SCCP: Configuring Call Hunt
To configure a group of directory numbers to provide call coverage for a single called number, perform the following steps for each directory number in the group.
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
8.
DETAILED STEPS
What to Do Next
If you want to collect statistics for hunt groups, see Cisco Unified CME B-ACD and Tcl Call-Handling Applications.
SCCP: Verifying Call Hunt
To verify the configuration for call hunt, perform the following steps.
SUMMARY STEPS
1.
2.
3.
or
show telephony-service dial-peerDETAILED STEPS
Step 1
This command displays your configuration. Preference and huntstop information is listed in the ephone-dn portion of the output.
Router# show running-config
ephone-dn 2 dual-line
number 126
description FrontDesk
name Receptionist
preference 1
call-forward busy 500
huntstop channel
no huntstop
Step 2
This command displays ephone-dn preference and huntstop configuration information.
Router# show telephony-service ephone-dn
ephone-dn 243
number 1233
preference 1
huntstop
Step 3
or
show telephony-service dial-peerThese commands display preference and huntstop configurations for ephone-dn dial peers.
Router# show telephony-service dial-peer
!
dial-peer voice 20026 pots
destination-pattern 5002
huntstop
call-forward noan 5001 timeout 45
port 50/0/2
SIP: Configuring Call Hunt
To configure the call hunting feature and prevent hunt-on-busy from redirecting a call from a busy phone into a dial peer that has been setup with a catch-all default destination, perform the following steps.
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
DETAILED STEPS
What to Do Next
If you want to collect statistics for hunt groups, see Cisco Unified CME B-ACD and Tcl Call-Handling Applications.
SCCP: Enabling Local-Group Call Pickup at a System-Level
To enable local-group call pickup at a system-level, and disable directed call pickup, perform the following steps.
Note
SUMMARY STEPS
1.
2.
3.
4.
5.
DETAILED STEPS
SCCP: Creating Pickup Groups
To create a pickup group, perform the following steps.
Prerequisites
Directory numbers to be added to a pickup group must be configured in Cisco Unified CME. For configuration information, see "SCCP: Creating Directory Numbers" on page 177.
Restrictions
•
•
•
•
SUMMARY STEPS
1.
2.
3.
4.
5.
DETAILED STEPS
SCCP: Verifying Call Pickup
Step 1
Router# show running-config
!
ephone-dn 34 dual-line
ring feature secondary
number 330 secondary 331
pickup-group 30
call-forward noan 500 timeout 10 secondary
huntstop channel
no huntstop
Step 2
Router# show telephony-service ephone-dn
ephone-dn 2
number 5002
pickup group 30
call-forward noan 5001 timeout 8
SCCP: Configuring Call-Waiting Indicator Tone
To specify the type of audible call-waiting indicator on a SCCP phone, perform the following steps. The default is for directory numbers to accept call interruptions, such as call waiting, and to issue a beep tone. Instead of the standard call waiting beep, you can enable a ring tone for call-waiting.
Restrictions
•
•
•
•
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
DETAILED STEPS
SCCP: Verifying Call-Waiting Indicator Tone
Step 1
Router# show running-config
!
ephone-dn 3 dual-line
number 126
name Accounting
preference 2 secondary 9
huntstop
huntstop channel
call-waiting beep
!
Step 2
Router# show telephony-service ephone-dn
ephone-dn 1 dual-line
number 126 secondary 1261
preference 0 secondary 9
no huntstop
huntstop channel
call-forward busy 500 secondary
call-forward noan 500 timeout 10
call-waiting beep
SIP: Enabling Call Waiting
To enable call waiting on an individual SIP phone, perform the following steps.
Prerequisites
•
•
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
8.
DETAILED STEPS
SCCP: Configuring Hunt Groups
To define a hunt group and optional agent availability parameters, perform the following steps.
Prerequisites
Directory numbers to be included in a hunt group must be already configured in Cisco Unified CME. For configuration information, see "SCCP: Creating Directory Numbers" on page 177.
Restrictions
•
•
•
•
–
–
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
17.
18.
19.
20.
21.
22.
23.
24.
25.
26.
DETAILED STEPS
SCCP: Verifying Hunt Groups
Step 1
Router# show running-config
ephone-hunt 1 longest-idle
pilot 500
list 502, 503, *
max-timeout 30
timeout 10, 10, 10
hops 2
from-ring
fwd-final orig-phone
!
!
ephone-hunt 2 sequential
pilot 600
list 621, *, 623
final 5255348
max-timeout 10
timeout 20, 20, 20
fwd-final orig-phone
!
!
ephone-hunt 77 longest-idle
from-ring
pilot 100
list 101, *, 102
!
Step 2
Router# show running-config
ephone-hunt 1 longest-idle
pilot 500
list 502, 503, *
max-timeout 30
timeout 10, 10, 10
hops 2
from-ring
fwd-final orig-phone
!
!
ephone-dn 2 dual-line
number 126
preference 1
call-forward busy 500
ephone-hunt login
!
telephony-service
fac custom alias 5 *5 to *35000
fac custom ephone-hunt cancel #5
Step 3
Router# show ephone-hunt
Group 1
type: peer
pilot number: 450, peer-tag 20123
list of numbers:
451, aux-number A450A0900, # peers 5, logout 0, down 1
peer-tag dn-tag rna login/logout up/down
[20122 42 0 login up ]
[20121 41 0 login up ]
[20120 40 0 login up ]
[20119 30 0 login up ]
[20118 29 0 login down]
452, aux-number A450A0901, # peers 4, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20127 45 0 login up ]
[20126 44 0 login up ]
[20125 43 0 login up ]
[20124 31 0 login up ]
453, aux-number A450A0902, # peers 4, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20131 48 0 login up ]
[20130 47 0 login up ]
[20129 46 0 login up ]
[20128 32 0 login up ]
477, aux-number A450A0903, # peers 1, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20132 499 0 login up ]
preference: 0
preference (sec): 7
timeout: 3, 3, 3, 3
max timeout : 10
hops: 4
next-to-pick: 1
E.164 register: yes
auto logout: no
stat collect: no
Group 2
type: sequential
pilot number: 601, peer-tag 20098
list of numbers:
123, aux-number A601A0200, # peers 1, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20097 56 0 login up ]
622, aux-number A601A0201, # peers 3, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20101 112 0 login up ]
[20100 111 0 login up ]
[20099 110 0 login up ]
623, aux-number A601A0202, # peers 3, logout 0, down 0
peer-tag dn-tag rna login/logout up/down
[20104 122 0 login up ]
[20103 121 0 login up ]
[20102 120 0 login up ]
*, aux-number A601A0203, # peers 1, logout 0, down 1
peer-tag dn-tag rna login/logout up/down
[20105 0 0 - down]
*, aux-number A601A0204, # peers 1, logout 0, down 1
peer-tag dn-tag rna login/logout up/down
[20106 0 0 - down]
final number: 5255348
preference: 0
preference (sec): 9
timeout: 5, 5, 5, 5, 5
max timeout : 40
fwd-final: orig-phone
E.164 register: yes
auto logout: no
stat collect: no
Group 3
type: longest-idle
pilot number: 100, peer-tag 20142
list of numbers:
101, aux-number A100A9700, # peers 3, logout 0, down 3
on-hook time stamp 7616, off-hook agents=0
peer-tag dn-tag rna login/logout up/down
[20141 132 0 login down]
[20140 131 0 login down]
[20139 130 0 login down]
*, aux-number A100A9701, # peers 1, logout 0, down 1
on-hook time stamp 7616, off-hook agents=0
peer-tag dn-tag rna login/logout up/down
[20143 0 0 - down]
102, aux-number A100A9702, # peers 2, logout 0, down 2
on-hook time stamp 7616, off-hook agents=0
peer-tag dn-tag rna login/logout up/down
[20145 142 0 login down]
[20144 141 0 login down]
all agents down!
preference: 0
preference (sec): 7
timeout: 100, 100, 100
hops: 0
E.164 register: yes
auto logout: no
stat collect: no
SIP: Configuring Hunt Groups
To redirect calls for a specific number (hunt-group pilot number) to a defined group of directory numbers on SIP phones, perform the following steps.
Prerequisites
Directory numbers to be added to a hunt group must be configured in Cisco Unified CME. For configuration information, see "SIP: Creating Directory Numbers" on page 181.
Restrictions
•
•
•
•
•
•
•
•
•
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
DETAILED STEPS
SCCP: Configuring Night Service
This procedure defines night-service hours, an optional night-service code, the ephone-dns that trigger the notification process, and the ephones that will receive notification.
Restrictions
In Cisco Unified CME 4.0 and later, silent ringing, configured on the phone by using the s keyword with the button command, is suppressed when used with the night service feature. Silent ringing is overridden and the phone audibly rings during designated night-service periods.
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
7.
8.
9.
10.
11.
12.
13.
14.
15.
16.
DETAILED STEPS
SCCP: Verifying Night Service
Step 1
Router# show running-config
telephony-service
fxo hook-flash
load 7910 P00403020214
load 7960-7940 P00303020214
max-ephones 48
max-dn 288
ip source-address 10.50.50.1 port 2000
application segway0
caller-id block code *321
create cnf-files version-stamp 7960 Mar 07 2003 11:19:18
voicemail 79000
max-conferences 8
call-forward pattern .....
moh minuet.wav
date-format yy-mm-dd
transfer-system full-consult
transfer-pattern .....
secondary-dialtone 9
night-service code *1234
night-service day Tue 00:00 23:00
night-service day Wed 01:00 23:59
!
!
Router# show telephony-service
CONFIG (Version=4.0(0))
=====================
Version 4.0(0)
Cisco Unified CallManager Express
For on-line documentation please see:
www.cisco.com/en/US/products/sw/voicesw/tsd_products_support_category_home.html
ip source-address 10.103.3.201 port 2000
load 7910 P00403020214
load 7961 TERM41.7-0-1-1
load 7961GE TERM41.7-0-1-1
load 7960-7940 P00307020300
max-ephones 100
max-dn 500
max-conferences 8 gain -6
dspfarm units 2
dspfarm transcode sessions 4
dspfarm 1 MTP00059a3d7441
dspfarm 2
hunt-group report delay 1 hours
Number of hunt-group configured: 14
hunt-group logout DND
max-redirect 20
voicemail 7189
cnf-file location: system:
cnf-file option: PER-PHONE-TYPE
network-locale[0] US (This is the default network locale for this box)
user-locale[0] US (This is the default user locale for this box)
moh flash:music-on-hold.au
time-format 12
date-format mm-dd-yy
timezone 0 Greenwich Standard Time
secondary-dialtone 9
call-forward pattern .T
transfer-pattern 92......
transfer-pattern 91..........
transfer-pattern .T
after-hours block pattern 1 91900 7-24
after-hours block pattern 2 9976 7-24
after-hours block pattern 4 91...976.... 7-24
night-service date Jan 1 00:00 23:59
night-service day Mon 17:00 07:00
night-service day Wed 17:00 07:00
keepalive 30
timeout interdigit 10
timeout busy 10
timeout ringing 100
caller-id name-only: enable
system message XYZ Company
web admin system name xyz password xxxx
web admin customer name Customer
edit DN through Web: enabled.
edit TIME through web: enabled.
Log (table parameters):
max-size: 150
retain-timer: 15
create cnf-files version-stamp Jan 01 2002 00:00:00
transfer-system full-consult
multicast moh 239.10.10.1 port 2000
fxo hook-flash
local directory service: enabled.
Step 2
Router# show running-config
ephone-dn 24 dual-line
number 2548
description FrontDesk
night-service bell
ephone 1
mac-address 110F.80C0.FE0B
type 7960 addon 1 7914
no dnd feature-ring
keep-conference
button 1f40 2f41 3f42 4:30
button 7m20 8m21 9m22 10m23
button 11m24 12m25 13m26
night-service bell
SCCP: Configuring Overlaid Ephone-dns
To create ephone-dns, then assign multiple ephone-dns to a single phone button by using the o or c keyword with the button command, perform the following steps.
Restrictions
•
•
•
•
SUMMARY STEPS
1.
2.
3.
4.
5.
6.
or
no huntstop7.
8.
9.
10.
11.
12.
13.
14.
DETAILED STEPS
Step 1
enable
Example:Router> enable
Enables privileged EXEC mode.
•
Step 2
configure terminal
Example:Router# configure terminal
Enters global configuration mode.
Step 3
ephone-dn phone-tag [dual-line]
Example:Router(config)# ephone-dn 10 dual-line
Enters ephone-dn configuration mode to create an extension (ephone-dn) for a Cisco Unified IP phone line.
•
Step 4
number number
Example:Router(config-ephone-dn)# number 1001
Associates a telephone or extension number with the ephone-dn.
Step 5
preference preference-order
Example:Router(config-ephone-dn)# preference 1
Sets dial-peer preference order for an ephone-dn.
•
Step 6
no huntstop
or
huntstop
Example:Router(config-ephone-dn)# no huntstop
or
Example:Router(config-ephone-dn)# huntstop
Explicitly enables call hunting behavior for a directory number.
•
•
or
Disables call hunting behavior for a directory number.
•
•
Step 7
call-forward noan
(Optional) Forwards incoming unanswered call to next line in the overlay set.
•
Step 8
call-forward busy
(Optional) Forwards incoming call if line is busy.
•
Step 9
huntstop channel
Example:Router(config-ephone-dn)# huntstop channel
Only for dual-line ephone-dns in overlay set; keeps incoming calls from hunting to the second channel if the first channel is busy or does not answer.
•
Step 10
exit
Example:Router(config-ephone-dn)# exit
Exits ephone-dn configuration mode
Step 11
ephone phone-tag
Example:Router(config)# ephone 4
Enters ephone configuration mode.
•
Step 12
mac-address mac-address
Example:Router(config-ephone)# mac-address 1234.5678.abcd
Specifies the MAC address of the registering phone.
Step 13
button button-number{o | c}dn-tag,dn-tag[,dn-tag...] button-number{x}overlay-button-number
Example:Router(config-ephone)# button 1o15,16,17,18,19 2c20,21,22 3x1 4x1
Creates a set of ephone-dns overlaid on a single button.
•
•
•
•
•
Note
Step 14
end
Example:Router(config-ephone)# end
Returns to privileged EXEC mode.
SCCP: Verifying Overlaid Ephone-dns
Step 1
Router# show running-config
ephone 5
description Cashier1
mac-address 0117.FBC6.1985
type 7960
button 1o4,5,6,200,201,202,203,204,205,206 2x1 3x1
Step 2
Router# show ephone overlay
ephone-1 Mac:0007.0EA6.353A TCP socket:[1] activeLine:0 REGISTERED
mediaActive:0 offhook:0 ringing:0 reset:0 reset_sent:0 paging 0 debug:0
IP:10.2.225.205 52486 Telecaster 7960 keepalive 2771 max_line 6
button 1: dn 11 number 60011 CH1 IDLE overlay
button 2: dn 17 number 60017 CH1 IDLE overlay
button 3: dn 24 number 60024 CH1 IDLE overlay
button 4: dn 30 number 60030 CH1 IDLE overlay
button 5: dn 36 number 60036 CH1 IDLE CH2 IDLE overlay
button 6: dn 39 number 60039 CH1 IDLE CH2 IDLE overlay
overlay 1: 11(60011) 12(60012) 13(60013) 14(60014) 15(60015) 16(60016)
overlay 2: 17(60017) 18(60018) 19(60019) 20(60020) 21(60021) 22(60022)
overlay 3: 23(60023) 24(60024) 25(60025) 26(60026) 27(60027) 28(60028)
overlay 4: 29(60029) 30(60030) 31(60031) 32(60032) 33(60033) 34(60034)
overlay 5: 35(60035) 36(60036) 37(60037)
overlay 6: 38(60038) 39(60039) 40(60040)
Step 3
Configuration Examples for Call Coverage Features
This section contains the following configuration examples:
•
Call Hunt: Examples
This section contains the following examples:
•
Ephone-dn Dial-Peer Preference: Example
The following example sets an ephone-dn preference number of 2 for the primary number of the ephone-dn with dn-tag 3:
ephone-dn 3
number 3001
preference 2
Huntstop Disabled: Example
The following example shows an instance in which huntstop is not desired and is explicitly disabled. In this example, ephone 4 is configured with two lines, each with the same extension number 5001. This is done to allow the second line to provide call waiting notification for extension number 5001 when the first line is in use. Setting no huntstop on the first line (ephone-dn 1) allows incoming calls to hunt to the second line (ephone-dn 2) on the same phone when the ephone-dn 1 line is busy.
Ephone-dn 2 has call forwarding set to extension 6000, which corresponds to a locally attached answering machine connected to a foreign exchange station (FXS) voice port. The plain old telephone service (POTS) dial peer for extension 6000 also has the dial-peer huntstop attribute explicitly set to prevent further hunting.
ephone-dn 1
number 5001
no huntstop
preference 1
call-forward noan 6000
ephone-dn 2
number 5001
preference 2
call-forward busy 6000
call-forward noan 6000
ephone 4
button 1:1 2:2
mac-address 0030.94c3.8724
dial-peer voice 6000 pots
destination-pattern 6000
huntstop port 1/0/0
description answering-machine
Channel Huntstop: Example
The following is an example that uses the huntstop channel command. It shows a dual-line ephone-dn configuration in which calls do not hunt to the second channel of any ephone-dn, but they do hunt through each ephone-dn's channel 1 in this order: ephone-dn 10, ephone-dn 11, ephone-dn 12.
ephone-dn 10 dual-line
number 1001
no huntstop
huntstop channel
ephone-dn 11 dual-line
number 1001
no huntstop
huntstop channel
preference 1
ephone-dn 12 dual-line
number 1001
no huntstop
huntstop channel
preference 2
SIP Call Hunt: Example
The following example shows a typical configuration in which huntstop is required. The huntstop command is enabled and prevents calls to extension 5001 from being rerouted to the on-net H.323 dial peer for 5... when extension 5001 is busy (three periods are used as wild cards).
voice register dn 1
number 5001
huntstop
voice register pool 4
number 1 dn 1
id-mac 0030.94c3.8724
dial-peer voice 5000 voip
destination-pattern 5...
session target ipv4:192.168.17.225
session protocol sipv2
Call Pickup: Examples
The following example assigns the line that has an ephone-dn tag of 55 to pickup group 2345:
ephone-dn 55
number 2555
pickup-group 2345
The following example globally disables directed call pickup and changes the action of the PickUp soft key to perform local group call pickup rather than directed call pickup.
telephony-service
no service directed-pickup
Call-Waiting Beep: Example
In the following example, ephone-dn 10 neither accepts nor generates a beep, ephone-dn 11 does not accept a beep, and ephone-dn 12 does not generate a beep.
ephone-dn 10
no call-waiting beep
number 4410
ephone-dn 11
no call-waiting beep accept
number 4411
ephone-dn 12
no call-waiting beep generate
number 4412
Call-Waiting Ring: Example
The following example specifies that a short ring will indicate a call is waiting for extension 5533.
ephone-dn 20
number 5533
call-waiting ring
Hunt Group: Examples
This section contains the following examples:
•
•
•
•
•
•
Sequential Ephone Hunt Group: Example
The following example defines a sequential ephone hunt group with the pilot number 5601 and the final number 6000, with four numbers in the list of phones that answer for the pilot number.
ephone-hunt 2 sequential
pilot 600
list 621, *, 623
final 5255348
max-timeout 10
timeout 20, 20, 20
fwd-final orig-phone
Peer Ephone Hunt Group: Example
The following example defines peer ephone hunt group 10 with a pilot number 450, a final number 500, and eight numbers in the list. After a call is redirected four times (makes four hops), it is redirected to the final number.
ephone-hunt 10 peer
pilot 450
list 451, 452, 453, 477
final 500
max-timeout 10
timeout 3, 3, 3, 3
Longest-Idle Ephone Hunt Group: Example
The following example defines longest-idle ephone hunt group 1 with a pilot number 7501 and 11 numbers in the list. After a call is redirected five times, it is redirected to the final number.
ephone-hunt 1 longest-idle
pilot 7501
list 7001, 7002, 7023, 7028, 7045, 7062, 7067, 7072, 7079, 7085, 7099
final 8000
preference 1
hops 5
timeout 20
no-reg
Longest-Idle Ephone Hunt Group Using From-Ring Option: Example
The following example defines longest-idle ephone hunt group 1 with a pilot number 7501, a final number 8000, and 11 numbers in the list. Because the from-ring command is used, on-hook time stamps will be recorded when calls ring extensions and when calls are answered. After a call is redirected six times (makes six hops), it is redirected to the final number, 8000. The max-redirect command is used to increase the number of redirects that are allowed because the number of hops (six) is larger than the default number of redirects that are allowed in the system (five).
ephone-hunt 1 longest-idle
pilot 7501
list 7001, 7002, 7023, 7028, 7045, 7062, 7067, 7072, 7079, 7085, 7099
final 8000
from-ring
preference 1
hops 6
timeout 20
telephony-service
max-redirect 8
Logout Display: Example
In the following example, the description is set to "Marketing Hunt Group." This information will be shown in the configuration output and also on the display of IP phones that are receiving calls from this hunt group. The display-logout message is set to "Night Service," which will be displayed on IP phones that are members of the hunt group when all the members are logged out.
ephone-hunt 17 sequential
pilot 3000
list 3011, 3021, 3031
timeout 10
final 7600
description Marketing Hunt Group
display-logout Night Service
Dynamic Membership: Example
The following example creates four ephone-dns and a hunt group that includes the first ephone-dn and two wildcard slots. The last three ephone-dns are enabled for group hunt dynamic membership. Each of them can join and leave the hunt group whenever one of the wildcard slots is available. Standard FACs have been enabled, and the agents use standard FACs to join (*3) and leave (#3) the hunt group. You can also use the fac command to create custom FACs for these actions if you prefer.
ephone-dn 22
number 4566
ephone-dn 24
number 4568
ephone-hunt login
ephone-dn 25
number 4569
ephone-hunt login
ephone-dn 26
number 4570
ephone-hunt login
ephone-hunt 1 peer
list 4566,*,*
timeout 10
final 7777
telephony-service
fac standard
Agent Status Control: Example
The following example sets up a peer ephone hunt group. It also establishes the appearance and order of soft keys for phones that are configured with ephone-template 7. These phones will have the HLog key available when they are idle, when they have seized a line, or when they are connected to a call. Phones without soft keys can use the standard HLog codes to toggle ready and not-ready status.
ephone-hunt 10 peer
pilot 450
list 451, 452, 453, 477
final 500
timeout 45
telephony-service
hunt-group logout HLog
fac standard
ephone-template 7
softkeys connected Endcall Hold Transfer HLog
softkeys idle Newcall Redial Pickup Cfwdall HLog
softkeys seized Endcall Redial Pickup Cfwdall HLog
Automatic Agent Not-Ready: Example
The following example enables automatic status change to not-ready after one unanswered hunt group call (the default) for both dynamic and static hunt group members (the default). It also specifies that the phones which are automatically put into the not-ready status should only be blocked from further hunt-group calls and that they should be able to receive calls that directly dial their extensions.
ephone-hunt 3 peer
pilot 4200
list 1001, 1002, 1003
timeout 10
auto logout
final 4500
telephony-service
hunt-group logout HLog
The following example enables automatic status change to not-ready after two unanswered hunt group calls for any ephone-dn that dynamically logs in to the hunt group using the wildcard slot in the hunt group list. Phones that are automatically placed in the not-ready status when they do not answer two hunt-group calls are also placed into DND status (they will also not accept directly dialed calls).
ephone-hunt 3 peer
pilot 4200
list 1001, 1002, *
timeout 10
auto logout 2 dynamic
final 4500
telephony-service
hunt-group logout DND
Night Service: Examples
The following example provides night service before 8 a.m. and after 5 p.m. Monday through Friday, before 8 a.m. and after 1 p.m. on Saturday, and all day Sunday. Extension 1000 is designated as a night-service extension. Incoming calls to extension 1000 during the night-service period ring on extension 1000 and provide night-service notification to phones that are designated as night-service phones. In this example, the night-service phones are ephone 14 and ephone 15. The night-service notification consists of a single ring on the phone and a display of "Night Service 1000." A night-service toggle code has been configured, *6483 (*NITE), by which a phone user can activate or deactivate night-service conditions during the hours of night service.
telephony-service
night-service day mon 17:00 08:00
night-service day tue 17:00 08:00
night-service day wed 17:00 08:00
night-service day thu 17:00 08:00
night-service day fri 17:00 08:00
night-service day sat 13:00 12:00
night-service day sun 12:00 08:00
night-service code *6483
!
ephone-dn 1
number 1000
night-service bell
!
ephone-dn 2
number 1001
night-service bell
!
ephone-dn 10
number 2222
!
ephone-dn 11
number 3333
!
ephone 5
mac-address 1111.2222.0001
button 1:1 2:2
!
ephone 14
mac-address 1111.2222.0002
button 1:10
night-service bell
!
ephone 15
mac-address 1111.2222.0003
button 1:11
night-service bell
Overlaid Ephone-dns Examples
This section contains the following examples:
•
•
•
•
•
•
Overlaid Ephone-dn: Example
The following example creates three lines (ephone-dns) that are shared across three IP phones to handle three simultaneous calls to the same telephone number. Three instances of a shared line with the extension number 1001 are overlaid onto a single button on each of three phones. A typical call flow is as follows. The first call goes to ephone 1 (highest preference) and rings button 1 on all three phones (huntstop is off). The call is answered on ephone 1. A second call to extension 1001 hunts onto ephone-dn 2 and rings on the two remaining ephones, 11 and 12. The second call is answered by ephone 12. A third simultaneous call to extension 1001 hunts onto ephone-dn 3 and rings on ephone 11, where it is answered. Note that the no huntstop command is used to allow hunting for the first two ephone-dns, and the huntstop command is used on the final ephone-dn to stop call-hunting behavior. The preference command is used to create different selection preferences for each ephone-dn.
ephone-dn 1
number 1001
no huntstop
preference 0
ephone-dn 2
number 1001
no huntstop
preference 1
ephone-dn 3
number 1001
huntstop
preference 2
ephone 10
button 1o1,2,3
ephone 11
button 1o1,2,3
ephone 12
button 1o1,2,3
Overlaid Dual-Line Ephone-dn: Example
The following example shows how to overlay dual-line ephone-dns. In addition to using the huntstop and preference commands, you must use the huntstop channel command to prevent calls from hunting to the second channel of an ephone-dn. This example overlays five ephone-dns on button 1 on five different ephones. This allows five separate calls to the same number to be connected simultaneously, while occupying only one button on each phone.
ephone-dn 10 dual-line
number 1001
no huntstop
huntstop channel
preference 0
ephone-dn 11 dual-line
number 1001
no huntstop
huntstop channel
preference 1
ephone-dn 12 dual-line
number 1001
no huntstop
huntstop channel
preference 2
ephone-dn 13 dual-line
number 1001
preference 3
no huntstop
huntstop channel
ephone-dn 14 dual-line
number 1001
preference 4
huntstop
huntstop channel
ephone 33
mac 00e4.5377.2a33
button 1o10,11,12,13,14
ephone 34
mac 9c33.0033.4d34
button 1o10,11,12,13,14
ephone 35
mac 1100.8c11.3865
button 1o10,11,12,13,14
ephone 36
mac 0111.9c87.3586
button 1o10,11,12,13,14
ephone 37
mac 01a4.8222.3911
button 1o10,11,12,13,14
Shared-line Overlaid Ephone-dns: Example
The following is an example of a unique ephone-dn as the primary dn in a simple shared-line overlay configuration. The no huntstop command is configured for all the ephone-dns except ephone-dn 12, the last one in the overlay set. Because the ephone-dns are dual-line dns, the huntstop-channel command is also configured to ensure that the second channel remains free for outgoing calls and for conferencing.
ephone-dn 1 dual-line
number 101
huntstop-channel
!
ephone-dn 2 dual-line
number 102
huntstop-channel
!
ephone-dn 10 dual-line
number 201
no huntstop
huntstop-channel
!
ephone-dn 11 dual-line
number 201
no huntstop
huntstop-channel
!
ephone-dn 12 dual-line
number 201
huntstop-channel
!
!The following ephone configuration includes (unique) ephone-dn 1 as the primary line in a shared-line overlay
ephone 1
mac-address 1111.1111.1111
button 1o1,10,11,12
!
!The next ephone configuration includes (unique) ephone-dn 2 as the primary line in another shared-line overlay
!
ephone 2
mac-address 2222.2222.2222
button 1o2,10,11,12
Overlaid Ephone-dn with Call Waiting: Example
In following example, button 1 on ephone 1 though ephone 3 uses the same set of overlaid ephone-dns with call waiting that share the number 1111. The button also accept calls to each ephone's unique (nonshared) ephone-dn number. Note that if ephone-dn 10 and ephone-dn 11 are busy, the call will go to ephone-dn 12. If ephone-dn 12 is busy, the call will go to voice mail.
ephone-dn 1 dual-line
number 1001
ephone-dn 2 dual-line
number 1001
ephone-dn 3 dual-line
number 1001
ephone-dn 10 dual-line
number 1111
no huntstop
huntstop channel
call-forward noan 7000 timeout 30
ephone-dn 11 dual-line
number 1111
preference 1
no huntstop
huntstop channel
call-forward noan 7000 timeout 30
ephone-dn 12 dual-line
number 1111
preference 2
huntstop channel
call-forward noan 7000 timeout 30
call-forward busy 7000
ephone 1
button 1c1,10,11,12
ephone 2
button 1c2,10,11,12
ephone 3
button 1c3,10,11,12
Overlaid Ephone-dns with Rollover Buttons: Example
The following example configures a "3x3" shared-line setup for three ephones and nine shared lines (ephone-dns 20 to 28). Each ephone has a unique ephone-dn for each of its three buttons (ephone-dns 11 to 13 on ephone 1, ephone-dns 14 to 16 on ephone 2, and ephone-dns 17 to 19 on ephone 3). The rest of the ephone-dns are shared among the three phones. Three phones with three buttons each can take nine calls. The overflow buttons provide the ability for an incoming call to ring on the first available button on each phone.
ephone-dn 11
number 2011
ephone-dn 12
number 2012
ephone-dn 13
number 2013
ephone-dn 14
number 2014
.
.
.
ephone-dn 28
number 2028
ephone 1
button 1o11,12,13,20,21,22,23,24,25,26,27,28 2x1 3x1
ephone 2
button 1o14,15,16,20,21,22,23,24,25,26,27,28 2x1 3x1
ephone 3
button 1o17,18,19,20,21,22,23,24,25,26,27,28 2x1 3x1
Called Directory Name Display for Overlaid Ephone-dns: Example
The following example demonstrates the display of a directory name for a called ephone-dn that is part of an overlaid ephone-dn set. For configuration information, see "Configuring Directory Services" on page 707.
This configuration of overlaid ephone-dns uses wildcards in the secondary numbers for the ephone-dns. Wildcards allow you to control the display according to the number that was dialed. The example is for a medical answering service with three IP phones that accept calls for nine doctors on one button. When a call to 5550101 rings on button 1 on phone 1 to phone 3, "doctor1" is displayed on all three phones.
telephony-service
service dnis dir-lookup
directory entry 1 5550101 name doctor1
directory entry 2 5550102 name doctor2
directory entry 3 5550103 name doctor3
directory entry 4 5550110 name doctor4
directory entry 5 5550111 name doctor5
directory entry 6 5550112 name doctor6
directory entry 7 5550120 name doctor7
directory entry 8 5550121 name doctor8
directory entry 9 5550122 name doctor9
ephone-dn 1
number 5500 secondary 555000.
ephone-dn 2
number 5501 secondary 555001.
ephone-dn 3
number 5502 secondary 555002.
ephone 1
button 1o1,2,3
mac-address 1111.1111.1111
ephone 2
button 1o1,2,3
mac-address 2222.2222.2222
ephone 3
button 1o1,2,3
mac-address 3333.3333.3333
The following example shows a hunt-group configuration for a medical answering service with two phones and four doctors. Each phone has two buttons, and each button is assigned two doctors' numbers. When a patient calls 5550341, Cisco Unified CME matches the hunt-group pilot secondary number (555....), rings button 1 on one of the two phones, and displays "doctor1." For more information about hunt-group behavior, see the "Hunt Groups" section. Note that wildcards are used only in secondary numbers and cannot be used with primary numbers.
telephony-service
service dnis dir-lookup
max-redirect 20
directory entry 1 5550341 name doctor1
directory entry 2 5550772 name doctor1
directory entry 3 5550263 name doctor3
directory entry 4 5550150 name doctor4
ephone-dn 1
number 1001
ephone-dn 2
number 1002
ephone-dn 3
number 1003
ephone-dn 4
number 104
ephone 1
button 1o1,2
button 2o3,4
mac-address 1111.1111.1111
ephone 2
button 1o1,2
button 2o3,4
mac-address 2222.2222.2222
ephone-hunt 1 peer
pilot number 5100 secondary 555....
list 1001, 1002, 1003, 1004
final number 5556000
hops 5
preference 1
timeout 20
no-reg
Called Ephone-dn Name Display for Overlaid Ephone-dns: Example
The following example demonstrates the display of the name assigned to the called ephone-dn using the name command. For information about configuring this feature, see "Configuring Directory Services" on page 707.
In this example, three phones have button 1 assigned to pick up three shared 800 numbers for three different catalogs.
The default display for the phones is the number of the first ephone-dn listed in the overlay set (18005550100). A call is made to the first ephone-dn (18005550100), and the caller ID (for example, 4085550123) is visible on all phones. The user for phone 1 answers the call. The caller ID (4085550123) remains visible on phone 1, and the displays on phone 2 and phone 3 return to the default display (18005550100). A call to the second ephone-dn (18005550101) is made. The default display on phone 2 and phone 3 is replaced with the called ephone-dn's name (catalog1) and number (18005550101).
telephony-service
service dnis overlay
ephone-dn 1
number 18005550100
ephone-dn 2
name catalog1
number 18005550101
ephone-dn 3
name catalog2
number 18005550102
ephone-dn 4
name catalog3
number 18005550103
ephone 1
button 1o1,2,3,4
ephone 2
button 1o1,2,3,4
ephone 3
button 1o1,2,3,4
Where to Go Next
Dial-Peer Call Hunt and Hunt Groups
Dial peers other than ephone-dn dial peers can be directly configured as hunt groups or rotary groups, in which multiple dial peers can match incoming calls. (These are not the same as Cisco Unified CME ephone hunt groups.) For more information, see the "Hunt Groups" section of the " Dial Peers Features and Configuration" chapter of Dial Peer Configuration on Voice Gateway Routers.
Called-Name Display
This feature allows you to specify that the name of the called party, rather than the number, should be displayed for incoming calls. This feature is very helpful for agents answering calls for multiple ephone-dns that appear on a single line button in an ephone-dn overlay set. For more information, see "Configuring Directory Services" on page 707.
Soft Key Control
If the hunt-group logout command is used with the HLog keyword, the HLog soft key appears on phones during the idle, connected, and seized call states. The HLog soft key is used to toggle an agent from the ready to not-ready status or from the not-ready to ready status. To move or remove the HLog soft key on one or more phones, create and apply an ephone template that contains the appropriate softkeys commands.
For more information, see "Customizing Soft Keys" on page 875.
Feature Access Codes (FACs)
Dynamic membership allows agents at authorized ephones to join or leave a hunt group using a feature access code (FAC) after standard or custom FACs are enabled.
In Cisco Unified CME 4.0 and later versions, you can activate call pickup using a feature access code (FAC) instead of a soft key when standard or custom FACs have been enabled for your system. The following are the standard FACs for call pickup:
•
•
•
For more information about FACs, see "Configuring Feature Access Codes" on page 775.
Controlling Use of the Pickup Soft Keys
To block the functioning of the group pickup (GPickUp) or local pickup (Pickup) soft key without removing the key display, create and apply an ephone template that contains the features blocked command. For more information, see Configuring Call Blocking, page 485.
To remove the group pickup (GPickUp) or local pickup (Pickup) soft key from one or more phones, create and apply an ephone template that contains the appropriate softkeys command. For more information, see "Customizing Soft Keys" on page 875.
Ephone-dn Templates
The ephone-hunt login command authorizes an ephone-dn to dynamically join and leave an ephone hunt group. It can be included in an ephone-dn template that is applied to one or more individual ephone-dns. For more information, see "Creating Templates" on page 927.
Ephone Hunt Group Statistics Reports
Several different types of statistics can help you track whether your current ephone hunt groups are meeting your call-coverage needs. These statistics can be displayed on-screen or written to files.
For more information, see the " Cisco Unified CME Basic Automatic Call Distribution and Auto-Attendant Service" chapter in Cisco Unified CME B-ACD and Tcl Call-Handling Applications.
Do Not Disturb
The Do Not Disturb (DND) feature can be used as an alternative to the HLog function for preventing incoming calls from ringing on a phone. The difference is that HLog prevents only hunt group calls from ringing, while DND prevents all calls from ringing. For more information, see "Configuring Do Not Disturb".
Automatic Call Forwarding During Night-Service
To have an ephone-dn forward all its calls automatically during night-service hours, use the call-forward night-service command. For more information, see the "SCCP: Enabling Call Forwarding for a Directory Number" section on page 541.
Ephone Templates
The night-service bell command specifies that a phone will receive night-service notification when calls are received at ephone-dns configured as night-service ephone-dns. This command can be included in an ephone template that is applied to one or more individual ephones.
For more information, see "Creating Templates" on page 927.
Additional References
The following sections provide references related to Cisco Unified CME features.
Related Documents
Cisco Unified CME configuration
•
Cisco IOS commands
•
Cisco IOS configuration
•
Phone documentation for Cisco Unified CME
Technical Assistance
Feature Information for Call Coverage Features
Table 34 lists the features in this module and enhancements to the features by version.
To determine the correct Cisco IOS release to support a specific Cisco Unified CME version, see the Cisco Unified Communications Manager Express and Cisco IOS Software Version Compatibility Matrix at http://www.cisco.com/en/US/products/sw/voicesw/ps4625/products_documentation_roadmap09186a0080189132.html.
Use Cisco Feature Navigator to find information about platform support and software image support. Cisco Feature Navigator enables you to determine which Cisco IOS software images support a specific software release, feature set, or platform. To access Cisco Feature Navigator, go to http://www.cisco.com/go/cfn. An account on Cisco.com is not required.
Note
Posted: Fri Sep 28 11:58:04 PDT 2007
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