Cisco Cisco Smart CallConnector Server and Advanced Client Maintenance Manual
Cisco Router Configuration
Administrator Guide 4-27
Calls requiring similar attendant call treatment should be routed to one call queue. For example,
the organization’s main number calls should be routed to the directory numbers in the Main
Number queue and the Customer Service calls to the Customer Service queue directory
numbers.
The incoming call queue displays only the unanswered ringing calls. For each call, it can display
the calling number, name (if available) and duration of the call.
If the call is in the queue for longer than the timeout period, the icon turns red to indicate this
condition.
the organization’s main number calls should be routed to the directory numbers in the Main
Number queue and the Customer Service calls to the Customer Service queue directory
numbers.
The incoming call queue displays only the unanswered ringing calls. For each call, it can display
the calling number, name (if available) and duration of the call.
If the call is in the queue for longer than the timeout period, the icon turns red to indicate this
condition.
4.8.4 Hunt-group based Call Queues
The directory numbers in an attendant call queue can belong to a hunt group. This is typically
the configuration where there are multiple attendant positions. The hunt group distributes the
calls to the different attendants. When the attendant is in the ‘Available’ state, the attendant is
automatically logged into the hunt groups. When they are busy or unavailable, the attendants
are logged out of the hunt groups.
The Cisco CME hunt group should be configured with the following options to support the routing
of the calls to the attendants.
Cisco CME hunt-group properties for attendant call routing:
the configuration where there are multiple attendant positions. The hunt group distributes the
calls to the different attendants. When the attendant is in the ‘Available’ state, the attendant is
automatically logged into the hunt groups. When they are busy or unavailable, the attendants
are logged out of the hunt groups.
The Cisco CME hunt group should be configured with the following options to support the routing
of the calls to the attendants.
Cisco CME hunt-group properties for attendant call routing:
1. One or more directory numbers from each attendant’s phone should be added to the
hunt group list.
2. The hunt group should be setup to route the calls to support the following
requirements:
hunt group list.
2. The hunt group should be setup to route the calls to support the following
requirements:
a) Allow all logged-in attendants to uniformly share the calls. The hunt group
should be setup for ‘Peer’ or round-ribbon call routing.
b) Support a primary and backup attendant position. For this, the hunt group
should be configured with ‘sequential’ routing with the primary attendant’s
directory numbers first in the list followed by the backup attendants’ directory
number.
c) Multiple hunt groups can be configured one for each attendant call queue.
d) The hunt groups can be preceded by an auto-attendant to route the calls to
the selected call queue.
should be setup for ‘Peer’ or round-ribbon call routing.
b) Support a primary and backup attendant position. For this, the hunt group
should be configured with ‘sequential’ routing with the primary attendant’s
directory numbers first in the list followed by the backup attendants’ directory
number.
c) Multiple hunt groups can be configured one for each attendant call queue.
d) The hunt groups can be preceded by an auto-attendant to route the calls to
the selected call queue.