Hunt Groups and Voicemail

Was not sure if this was the right group to post these questions. I believe that these will be super easy for this group, and I want to double check my thinking against you guys. So, here they are.
If we elect to use a BROADCAST type of hunt group in some of our departments (all phones in the hunt group ring simultaneously when a call is directed to the group) and then direct that call to a DEPARTMENTAL VOICE MAIL BOX in a BNA condition:
1. Can the call ring with a unique ring that those in the hunt group can identify as different from a call that is directed specifically to their personal extension?
2. If the call to the hunt group ends up in the departmental HUNT GROUP VOICE MAIL BOX, will all phones in the hunt group receive notification that a message exists in the GROUP voice mail box?
3. If yes to 2 above, when any one individual in the group dials in to the group box and listens to the message, are all message waiting indicators subsequently turned off and does the person who responded to the message then become the owner of the message in his personal mail box?
Additional questions not related to hunt groups:
4. Do internal station to station calls ring with a special tone that differentiates them from external inbound calls?

Brian,
1. There is not a distintive ring option in CM. You could create a 2nd line on your user's phones and add those lines to the hunt. From there the user can select a different ring for the line (this is a local phone option for ring).
2. Setup alternate MWI on the group vmail box. Alternate I believe has a limit of 9. If you have more users than that then create a DN on each of their phones with the same # of the voicemail box. If that number is the original vmail pilot that is a CTI or other device then you wont be able to do that but you could create another DN and use a translation and the Multiple Tenant MWI option in CM service. Reply back if you need more detail.
3. MWI is turned off. The message stays in the group mailbox, there is no forwarding unless the user manually forwards it.
4. Not by default and I don't believe you have that option but not totally sure.
Please rate any helpful posts
Thanks
Fred

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Hunt group and 2911-CME SRST

Imagine this is (1) main hub with a Cisco CUBE 2900, 2 remote sites with Cisco 2911 CME-SRST. All connected via MPLS.
Goal:
If MPLS link or MPLS CE in remote site1 fails, I want to have *inbound* calls forwarded to the POTS line in the branch1.
VoIP Service provider does offer a feature which allow me to select target DIDs and have inbound calls forwarded to whichever number I specify.
Question:
Let's say there 20 people in the branch office1.
Can I setup a hunt group using Cisco 2911 CME and that single number which received the call start ringing the phone of all staff until we find someone to take call? Does CME and support hunt groups and this scenario?

Yes, CME supports various types of hunt groups.
However to have more than one phone ring at once, the best is to use a shared DN.

Hunt Group and Voice Mail - How?

Hello,
We are setting up a Hunt Group (Line Group, Hunt List, Hunt Pilot) for call distribution. We don?t want to use the Attendant console for this, we just want the calls distributed. We need to send some calls and broadcast them to different phones. We have it working but we have a need that if no one answers to send the call to voicemail.
The way we have it configured right now?
Line Group:
Broadcast Distribution
2 Lines ? Client Phone Lines
Hunt List:
Line Group Above
Hunt Pilot:
Number & Information Configured
Hunt List Above
What we planned on doing was to take and add a second line group with a single number that is forwarded to voicemail. Then in the hunt list, if no one answers the fist group, go to the second. The problem is, CTI Ports and CTI Route Points don?t seem to be able to be added to the Line Group.
Someone suggested that I add a ?fake? phone and forward the line to voicemail. I tried that and when I call that number it goes to voicemail but when I add it to the Line Group it rings fast busy when it rolls to it.
Any ideas?

I did understand you do not want the attendant console, which is why I said similar but using AC.
The key thing in my earlier reply is that the last member of my hunt group is another CTI routepoint with another DN which is the actual directory number I use in Unity as an alternate extension, but it might be that this does not work for you.
For your case it might be something like:
On the xisting CTI routepoint configure the forward no answer to VM (this works today, correct?)
Then add another CTI route point to your hunt list and configure that CTI route point with forward all to VM.
Then setup Unity with the DN for the first CTI route point and add the DN of the second CTI route point as an alternate extension.
That way I believe it will go to VM directly when no huntgroup members are available, and go to VM if no answer.
Again, this works for me, with the only difference my line group contains AC users and is not broadcast, but the principle would be the same I guess.
But I might be misunderstanding what you are trying to achieve. If so, I am sorry for misunderstanding ;-)
Thanks,
Leo

Finesse and broadcast hunt groups

Hi,
We have Cisco CCE with Finesse agent desktop. One of our ICM routing scripts is configured to send the call to a telephony hunt group label if no agents are available in Ready state.
The hunt group is a bradcast hunt group and all agent phones receive alert when a call to the hunt group label is placed. However when the call is ringing in Finesse, the caller ID actually lists all members of the hunt group. I can easily see that in the "Participants" XML tags on the Finesse server where multiple participants are listed.
Another problem is that when I answer the call from one Finesse agent desktop, all the other Finesse desktops show the same call as active on their screens with the option to End the call.
I know it is not a standard setup but we have a requirement to fall-back to telephony hunt groups if all agents are busy but an emergency call comes through.
Any suggestions how to fix this behavior?
Thanks!

I just checked this behaviour in My lab and it just works fine, you might be hitting some bug.
also what instead of broadcast, you use some other hunting mechanism. like longest idle or circular?
regards
Chintan

Hunt Group Queues

We are evaluating moving from an Avaya 8710 based enterprise PBX to a Cisco PBX. A sticking point we have come accross is how to do basic phone features supported by the Avaya system. A major one is the ability to queue calls in a hunt group. We have sites that have up to 3 or 4 hunt groups and if a call comes in and all members in the hunt group are not available then the call goes to Music on hold until the call can be picked up by the next available in the hunt group.
Is this really a limitation in Call Manager 5.x, 6.x or CME 4.3?

To answer your question about IPCC express, I know it used to be free with CallManager 4.x, not sure with 5.x and came with 5 licenses. But with IPCCx, you can do just about anything you want when it comes to queing, onhold, music, transfers, etc.
But from looking at the doc I sent you:
Understanding Call Queuing
You can configure a pilot point to support call queuing, so when a call comes to pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. While in the queue, the callers receive music on hold if you have chosen an audio source from the Network Hold Audio Source and the User Hold MOH Audio Source drop-down list boxes in the Device Pool window or the Pilot Point Configuration window. The attendants cannot view the queued calls. When a hunt group member becomes available, Cisco CallManager Attendant Console redirects the call to that hunt group member.
You enable queuing for a pilot point by checking the Queuing Enabled check box on the Pilot Point Configuration window. You must also enter a value in the Queue Size field and the Hold Time (in Seconds) field. The queue size specifies the number of calls that are allowed in the queue. If the queue is full, Cisco CallManager Attendant Console routes calls to the "always route" hunt group member that is specified on the Hunt Group Configuration window. If you do not specify an always route member, Cisco CallManager Attendant Console drops the call when the queue size limit is reached. The hold time specifies the maximum time (in seconds) that Cisco CallManager Attendant Console keeps a call in the queue. If the call is in the queue for longer than the "HoldTime," the call gets redirected to "AlwaysRoute" member. If the "AlwaysRoute" member is not configured, no action occurs.
This is saying that the CCM Attendant Console will take care of what you need. It's basically a big queing machine. You dont have to have a live person answer to start the que from what it looks like, just point the calls to the pilot number and let the server take control of the ques.
You can do this one ccm cluster, or hub and spoke in your case. Just remember, that if you are queing calls, you are tying up WAN bandwidth the more you que. But it may work out ok, depending on how much bandwidth you have.
You can get MOH streams off your local router at the remote site, so you are not streaming MOH over the WAN, so that should take care of itself.
Unity can act as a poor man's que. Basically you can have ccm hunt the groups, no one answer, go to Unity voicemail, play a message, transfer back to the hunt group, hunt the group, then possibly back to Unity to play a message, then take a message. (just using a different mailbox and a different pilot number)
Sometimes you have to get creative with these products to make them do what you want them to do. Out of the box, it's not always the exact feature you need, but you have to tweak it.
Most companies that use hunt groups, understand that they are basica in CCM until you port it to IPCC Express. Unity does do menu trees very well, multilevel voicemail, multiply extesnsions to one account, etc.
My best advice for you, get together with your local Cisco SE to go over the features you require and see how it can be done.
cheers!

CUCM 9.0 Hunt-Group Phone( all phones in the hunt group) reset

Hi,
we have 7945 , 03 phones with attendanat consoles connected , all three phones get reset at the same time ,
this happens once each 4-5 days time, these three phones are conencted to LAN using two different switches ,
so it cannot be a problem with the switches , or conenctivity , ( other phones do not reset at that time , only these three phones which are in the same hunt group reset )
please advice us

Hi,
There is no option to check on your phone on who picked up the call in the pickup group. Please check the following link for the behavior of 89XX and 99XX IP phones
http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cuipph/9971_9951_8961/10_0/english/userguide/P567_BK_UB293500_00_userguide-8961-9951-9971-10_0/P567_BK_UB293500_00_userguide-8961-9951-9971-10_0_chapter_0100.html
"Hunt group and multiparty calls show an icon to the right of the caller ID that differentiates the call from a normal call."
HTH
Manish

Hunt Group Fallback

We are running CUCM v9 and are trying to set up the following configuration:
A heldesk hunt group which every phone in the company can log in and out of as they need
When a call comes into the helpdesk hunt group and is not answered for 20 seconds the call gets diverted to ALL phones in the company as a fallback from helpdeskThis call to ALL other phones cannot be a shared DN
Any ideas on how I can implement this? I've been racking my brain for hours. I first though of two separate hunt groups but realised that you can't log in and out of individual hunt groups, its either all or nothing. Then I was thinking group pickup??
Thanks

Create hunt pilot, point to new hunt group, in the hunt group point to 2 new line groups, where line group one points to all phones in longest idle or top down fashion, and the second is defined as broadcast.
On the hunt pilot setup call forwarding to the desired destination and setup the hunt timer as desired.
Chris

Hunt group via JTAPI

When someone calls a hunt group, and call gets transfered over to an agent, we need to know what was the original number that the caller dialed. I can get the extension or MAC of the phone receiving the call and the caller ID, but not the original number called. Is there a way to look that up via JTAPI or AXL or a combination of both?
Thanks

not sure about JTAPI or AXL, but if you don't need it immediately, you could get the original calledpartynumber from the CDR of the first leg of the call ...

Hunt Group Shared Line question

Customer has the following call routing scenario:
CCM 4.2(3)
CTI Route Point is CFwdAll to a Hunt Pilot.
Hunt Pilot contains Hunt List containing a broadcast Hunt Group of 5 phones.
4 of these 5 phones each have the other phones' shared line appearances (ring disabled) so they can see if they are on the phone.
Issue - When incoming call hits the CTI RP, it then goes to the Hunt Pilot, Hunt List, then it "should" ring all the phones in the hunt group. But it only rings the very first DN in the Hunt Group and the DN of the phone that is not setup as a shared line on the other phones. The 4 phones that have each other's DNs setup as shared lines only see the call info popup on the LCD screen showing that the first DN is receiving the call, but their phone doesn't ring.
As a test, I switched the order of the hunt group DNs. After the switch, I realized that only the first number in the broadcast hunt group will ring. Kind of defeats the purpose of a broadcast hunt group. :(
I am starting to see where the issue may come from. If a phone has shared lines setup for DNs that are in a broadcast hunt group, each time a call comes in, then the phones would fill up the LCD with the call info for the 4 shared line DNs.
Any suggestions on allowing phones to be in a broadcast hunt group, and having shared line appearances to monitor the status of the other phones in the hunt group?
Thanks,
Kevin

Hi Kevin,
You are right on the money! Here is an odd tech note that applies to CCM 4.1.X , 4.2.X and 5.0.x. The reason I say odd is that it is hard to read or make sense of, but it is saying exactly what you have discovered.
Note: Do not put DNs that are shared lines in a line group that uses the Broadcast distribution algorithm. Cisco CallManager cannot display all DNs that are shared lines on devices where the DNs are configured as shared lines if the DNs are members of a line group that uses the Broadcast distribution algorithm.
From this doc;
Cisco CallManager Administration Guide, Release 4.1(3) Line Group Configuration
http://www.cisco.com/en/US/products/sw/voicesw/ps556/products_administration_guide_chapter09186a00803ed665.html#wp1036009
In the current environment I can't think of a good way to accomplish your goal of being able to monitor each others activity while using Broadcast hunting.
I know this doesn't help, but at least you know why it works the way it does. (and have some documentation)
Take care!
Rob

Hunt group Callmanager 3.3(5)

Hi all
I have a problem creating a hunt group, more specifically hunt pilot number. When I create the hunt group and dial the hunt pilot number using the DDI I get a busy tone ?? Can anyone point in the right way of troubleshooting this ??
Thanks

Hi all
I have a problem creating a hunt group, more specifically hunt pilot number. When I create the hunt group and dial the hunt pilot number using the DDI I get a busy tone ?? Can anyone point in the right way of troubleshooting this ??
Thanks

Allowing CFA for a phone in a Hunt Group

I have CCM v5.13. Several users are members of a hunt group, and claim that they used to be able to call forward their phones and not receive any calls from the Hunt Pilot. I've made some changes to the Hunt Pilot, and ever since they say when they call forward their phones, it only works for calls made directly to their DID number , and that calls from the Hunt Pilot still ring on their phones.
I've researched this, and found Bug CSCec54565, which states that Cisco recognizes the issue, but has no plans to fix it. The recommended work around is to call the DID number directly, not through the Hunt Pilot. This doesn't work for my set up because these DID numbers are customer service lines which are published to the public.
I also found, in my research, solution # K00682545, which states that this Hunt Group is Working As Designed, and suggests the same work around, which is calling the DID directly.
My concern is the changes I made in the Hunt Pilot. I'm giving my users the benefit of the doubt when they say they used to be able to call forward all calls, whether they come from the Hunt Pilot or directly. I've set up a test Hunt Pilot, using our phones here in the shop, and I could duplicate their problem.
Can anyone think of a change I could have made in the Hunt Pilot settings that would bring this result, or are these users imaging that they could ever call forward all their incoming calls while belonging to a Hunt Group? Any ideas would be appreciated.

Hi Bethany,
CUCM Hunt Groups/Line Groups have worked this way since at least CCM 4.1(3) :) I never like to doubt users (not a great idea for job preservation) but...I don't see their claim being a valid one.
You have to keep in mind that a call that has routed via the Hunt Pilot will always ignore the CFWD Settings on Hunt Group Member phones. The normal way to control this then is via the Hunt Group Logout of member phones combined with the Hunt Pilot level forward settings.
The following describes how the Call Forward settings on individual Hunt member phones are ignored when presented a call via the Hunt feature. Here is a clip;
Hunting and Call Forwarding
The concept of hunting differs from that of call forwarding. Hunting allows Cisco Unified Communications Manager to extend a call to one or more lists of numbers, where each such list can specify a hunting order that is chosen from a fixed set of algorithms. When a call extends to a hunt party from these lists and the party fails to answer or is busy, hunting resumes with the next hunt party. (The next hunt party varies depending on the current hunt algorithm.) ***Hunting thus ignores the Call Forward No Answer (CFNA), Call Forward Busy (CFB), or Call Forward All (CFA) settings for the attempted party (Line Group member Phones).
From this good doc;
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/6_0_1/ccmsys/a03rp.html#wp1078922
This is where the Hunt Group Logout comes into play. Sadly I don't think any CUCM 5.x versions support this feature, but the users can look forward to this in your next release (6.X or 7.x)
Log Out of Hunt Groups
The Log Out of Hunt Groups feature allows phone users to log their phones out from receiving calls that get routed to directory numbers that belong to line groups to which the phone lines are associated. Regardless of the phone status, the phone rings normally for incoming calls that are not calls to the line group(s) that are associated with the phone. The phone provides a visual status of the login state, so the user can determine by looking at the phone whether they are logged in to their line group(s).
The Log Out of Hunt Groups feature also comprises the following components:
â¢The HLog softkey allows a phone user to log a phone out of all line groups to which the phone directory numbers belong. Configure the HLog softkey in the Softkey Layout Configuration window. When the user presses the HLog softkey, the phone screen displays "Logged out of Hunt Group." When the user presses the HLog softkey again to log back in and receive hunt group calls, the "Logged out of Hunt Group" notification on the phone screen clears.
â¢The Hunt Group Logoff Notification service parameter in the Clusterwide Parameters (Device - Phone) section of the Service Parameters Configuration window for the Cisco CallManager service must be configured to enable this feature.
The Log Out of Hunt Groups feature, which is device-based, operates differently for non-shared lines and for shared lines.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/admin/6_1_1/ccmsys/a08ipph.html#wp1032225
Hope this helps!
Rob

Extension not ringing in hunt group

Callmanager 8 environment (2 subs, 1 pub). There are four extensions in a hunt group and one of them stopped ringing today when you dial the hunt pilot. No recent changes to CUCM were made prior to this occurring.
I have tried the following:
1) Removed the extension from line group, reset hunt list, added it back to the hunt list and reset hunt list again.
2) Had the user unplug his phone and plug it back in to force a restart.
3) Remote-reset the phone from CUCM
4) Deleted the hunt pilot, list, and line group and rebuilt them then reset the hunt list
5) Deleted the phone from CUCM and reprogrammed it then reset the hunt list
6) Replaced the phone with a brand new phone and reset the hunt list
I can direct dial the phone extension and if someone forwards their phone to this extension it rings as well. Any ideas would be appreciated.
Thanks
Matt

All,
I just got confirmation that the hunt group is now working. Although I cannot say for sure which changes actually fixed the problem it was some combination of the following:
1) Removed unassociated Line 5 instance of the extension (found in Route Plan Report)
2) Restarted all 3 CUCM servers (per recommendation from a Cisco contractor we worked with last night)
3) Changed RNA settings from 25 to 10 seconds
4) Disabled forwarding of 2 other extensions in the line group
5) Unchecked the "logged into hunt group" box, reset the phone, applied the setting again, reset the phone again
Thank you for everyone's help, much appreciated.
Matt

Prevent 'Logged out of Hunt Group' on 7900 series IP phones

I have a CUCM configuration on 8.2, and have an issue with some 7925 wireless devices that are set up in a "call flow" along side a pair of 7945 devices. If a call comes into either of those devices' extensions, after a set # of seconds of "no answer" "busy" condition, the call is set to move to a Hunt Pilot which then sends a broadcast out to a group of 6 7925 phones so those calls can be answered by staff. However, I ran into a situation yesterday where all but 1 of those devices was powered off, and the 1 powered on was logged out of the Hunt Group. As such, when calls came into either extension, it would ring 2-3 times and then the caller would get a busy tone. After some troubleshooting, we determined that logging that 7925 back into the Hunt Group remedied the problem.
In the interim, I have created a custom SoftKey Template for these devices which removes 'HLog' as an option so they can't inadvertently log out of said Hunt Group, but I have to wonder: are there any conditions under which either the CUCM platform, OR the phone device itself would force a logoff from the Hunt Group WITHOUT user intervention? If so, is there a way to prevent that from occurring?

Hi Josh,
This functionality was only added in CUCM 9.1
Automatically Logout Hunt Member on No Answer
Automatic logout of hunt members was introduced for queuing-enabled hunt pilots in Unified Communications Manager 9.0(1). If an agent does not answer a queuing-enabled hunt pilot call, that agent will be logged off of the hunt group and will not receive additional hunt pilot calls unless he presses the "HLOG" soft key on the phone to log into the hunt pilot. This behavior is not configurable in Unified Communications Manager 9.0(1). In Unified Communications Manager 9.1(1), the administrator can choose whether hunt members remain logged in if the call is not answered.
For more information, refer to "Automatically Logout Hunt Member on No Answer" in the Cisco Unified Communications Manager Administration Guide, and to "Call Queuing" in the Cisco Unified Communications Manager Features and Services Guide.
from;
http://www.cisco.com/en/US/docs/voice_ip_comm/cucm/rel_notes/9_1_1/CUCM_BK_R6F8DBD4_00_release-notes-for-cucm-91_chapter_0100.html#CUCM_RF_CF356549_00
Have you thought about linking back to the first Hunt group if the members of Hunt#2 are unavalable
to give member 1 & 2 a second chance at taking the call? Just a thought
Cheers!
Rob
"A smile relieves a heart that grieves"
- Stones

CCX using Place Call to hunt group. Unable to determine who answered

I'm trying to use the CCX to place a call to a CUCM hunt group and then once the answered, determine which member of the hunt group answered the call.
I have used several of the Get Info steps, including:
Get Call Contact Info
Get Enterprise Call Info
Get Contact Info
However, all of those steps always just report back the CUCM hunt pilot number, instead of the actual line group member who answered the call. Can anyone think of a way to determine the extension of the line group member that answered the call ?
If it matters, I am using CCX 9.0.2su1

I lack a system to test this on at the moment but perhaps try this CUCM Service Parameter. The question is whether CTI Manager will follow this logic or if this is only respected by the CDR flat file export.
Show Line Group Member DN in finalCalledPartyNumber CDR Field
This parameter determines whether the the finalCalledPartyNumber field in call detail records (CDR) shows the directory number (DN) of the line group member who answered the call or the hunt pilot DN. Valid values specify True (the finalCalledPartyNumber in CDRs will show the DN of the phone that answered the call) or False (the finalCalledPartyNumber in CDRs will show the hunt pilot DN). This parameter applies only to basic calls routed through a hunt list without feature interaction such as transfer, conference, call park, and so on. If a feature is involved in the call, then the hunt pilot DN will show in the finalCalledPartyNumber field regardless of the setting in this parameter. This parameter does not apply to Cisco CallManager Attendant Console.
This is a required field.
Default: False

CCME hunting and voicemail from external pstn

Hi,
I have setup a small hunt group with 2 extensions 300, 301
ephone-hunt 1 sequential
pilot 700
list 300, 302
final 300
preference 0 secondary 7
timeout 10, 10
I have voicemail setup on extension 300
This works fine internal for voicemail when I dial the pilot number I get the voicemail of extenstion 300
When I apply an external DDI\pstn number using secondary number to the huntgroup it does not connect to the voicemail that I have setup on extenstion 300.
ephone-hunt 1 sequential
pilot 700 secondary xxxxxxxxxx
list 300, 302
final 300
preference 0 secondary 7
timeout 10, 10
Is there any way I can get this huntgroup to connect to voicemail from the pilot number on external number
Thanks in advance

Hi Conor,
I think the problem here is that the VM system sees the Hunt Pilot # rather than 300 once the call hits VM.
Can you try setting up the Pilot# xxxxxxxxxx as an Alternate Extension under 300?
It is possible to have up to two numbers in the same Cisco Unity Express (CUE) User profile. Configure the first number as the Cisco Unity Express User Primary Extension, and the other number as the Primary E.164 number. However, only two Cisco Unified Communications Manager Express extensions are allowed to share the same mailbox in the Cisco Unity Express voicemail.
From this good Q&A doc;
http://www.cisco.com/en/US/products/sw/voicesw/ps4625/products_qanda_item09186a0080875c6f.shtml#q12
Place one ext in the primary ext field, and the other in the E.164 field
phonenumber - Specifies a number or extension for this user. No spaces or dashes are allowed.
phonenumberE164 - Specifies a telephone number with area code for this user. No spaces or dashes are allowed.
Example:
se-10-0-0-0(config)# username user3 create
se-10-0-0-0(config)# username user3 phonenumber 50180 (in your case 300)
se-10-0-0-0(config)# username user3 phonenumberE164 13335550180 (in your case
xxxxxxxxxx)
From this good doc;
http://www.cisco.com/en/US/products/sw/voicesw/ps5520/products_administration_guide_chapter09186a00803ef7a7.html
Hope this helps!
Rob

Hunt Groups and Voicemail

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