How to Configure Call Coverage in CallManager 6 , 7 and 8?

Many companies have sale and service division to provide the on call support to their customers and they handle the several calls from their customers at same time. If phone operator is not available or busy then the incoming call will drop. Incoming call should not be dropped and must be attended by someone. Incoming call should keep alive until somebody receives it.

There are FOUR methods of Call Coverage in CM;

1. Hunt Group

2. Call Forwarding

3. Call Pickup

4. Call waiting

1. Hunt Group: It has further four methods to distribute a call in network;

a. Top Down:

For different levels of people in a company, e.g. incoming call will always go to director if director is busy call will be forwarded to manager.

(If 1^st extension is not attended for 1 sec then call will be forwarded to next extension)

b. Circular:

Equal priority for equal employee level; e.g. 1^st incoming call to manager-1, 2^nd incoming call to manager-2, 3^rd call to manager-3 and 4^th call again to manager-1 (if there are 3 extensions in a company)

c. Longest Idle Time:

Time based priority; CM automatically checks which extension is free for longer time and then forward call to that extension.

d. Broadcast:

Call will be forwarded to all extensions anyone can pick up the call.

1. Its configuration will be from bottom to top

2. Call receiving will be from top to bottom

Configuration:

Step1:

- CREAT GROUP MARKETING AND ASSIGN DN:

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Line Group -> Add New -> Line Group Name (e.g. Marketing) -> RNA Reversion Timeout (time between extension ringing / call transfer between extensions; default 10sec) -> Distribution Algorithm -> Top Down

- Hunt Options (Select default)

- Find Directory Numbers to Add to Line Group -> Select DNs e.g. 1000, 1001, 1002 -> Add to Line Group

- Save

- CREAT GROUP SALES AND ASSIGN DN:

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Line Group -> Add New -> Line Group Name (e.g. Sales) -> RNA Reversion Timeout (time between extension ringing / call transfer between extensions; default 10sec) -> Distribution Algorithm -> Top Down

- Hunt Options (Select default)

- Find Directory Numbers to Add to Line Group -> Select DNs e.g. 1006, 1007 -> Add to Line Group

- Save.

Step 2: (Creating Hunt List)

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Hunt List -> Add New -> Name (Hunt_List) -> Cisco Unified Communications Manager Group -> Default -> Save.

Step 3: (Add Groups in Hunt List)

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Hunt List -> Find -> Select (Hunt_List) -> Add Line Group -> Select Marketing -> Save

- -> Add Line Group -> Select Sales -> Save.

- Save.

Step 4: (Define Hunt Pilot)

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Hunt Pilot -> Add New -> Enter 7511111 -> Hunt List -> Select Hunt_List -> Save.

Step 5: (Testing)

- Dial 07511111 for testing;

- Change Line Group to CIRCULAR

- Cisco Unified CM Administration -> Call Routing -> Rout/Hunt -> Line Group -> Select Marketing -> Change Distribution Algorithm to CIRCULAR -> Save

- Similarly LONGEST IDLE TIME and BROADCAST.

Suggested Reading

How to Configure Cisco Unified Mobility in Call Manager 6 , 7? New