Cisco Cisco Smart CallConnector Server and Advanced Client Maintenance Manual
Chapter 4 Cisco UC500/CME-ISR Configuration
4-26 Cisco CallConnector Server
4.8.2 Distribution of Calls to Operators
Incoming calls need to be routed to the appropriate extension numbers on the operator’s phone.
When there are multiple operators, the router hunt groups can be used to route these calls
based on operator availability (available to take calls and not busy on a call)
When there are multiple operators, the router hunt groups can be used to route these calls
based on operator availability (available to take calls and not busy on a call)
Figure 4-5 Distribution of Calls to the Operator Positions
4.8.3 Operator Incoming Call Queue
An Incoming Call Queue is a grouping of some of the directory numbers in the attendant’s IP
phone so that they can be given uniform call handling treatment. A Call Queue is comprised of a
list of directory numbers that are on the attendant’s phone. The directory number can be octal,
dual or single channel numbers.
An Incoming Call Queue has the following attributes:
Each queue has:
phone so that they can be given uniform call handling treatment. A Call Queue is comprised of a
list of directory numbers that are on the attendant’s phone. The directory number can be octal,
dual or single channel numbers.
An Incoming Call Queue has the following attributes:
Each queue has:
1. Name: A descriptive label for the calls directed to that queue.
2. Priority level: The priority level (1-5 with one being the highest) determines the order in
which the calls are answered.
3. Greeting text: Provides attendants with the text for how the call should be answered.
4. Timeout value: This value provides visual feedback to the attendants for how long the
calls have been waiting.
5. Busy and night routing numbers: When the attendant is busy or unavailable, the
attendant directory numbers can be forwarded to these numbers.
2. Priority level: The priority level (1-5 with one being the highest) determines the order in
which the calls are answered.
3. Greeting text: Provides attendants with the text for how the call should be answered.
4. Timeout value: This value provides visual feedback to the attendants for how long the
calls have been waiting.
5. Busy and night routing numbers: When the attendant is busy or unavailable, the
attendant directory numbers can be forwarded to these numbers.