Are Looping Hunt Groups a liability?

Over the years I've come across several requests for Hunt Groups that basically keep calls looping around until someone picks up. To the users these calls are so important that they don’t want them ending on a mailbox. However, I’ve heard a few times that this is not best practice because it could create all sort of issues. Is there any truth to this? And if so, what would be the recommended approach given the fact the call must keep ringing until someone picks up?
Thanks in advance for your help! It’s alway greatly appreciated.

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

Similar Messages

Broadcast Hunt Groups on UC520

Hello All,
Are Broadcast hunt groups supported on the UC520 in the latest release? Thanks
Jason

Hello Jason,
In Cisco Unified CME 4.3 and later versions you can use SCCP phones with the voice-hunt group
You can configure those hunt groups like this:
voice hunt-group X parallel
pilot XXXX
list XXX, XXX,
final XXX
timeout X
This type of hunt group (parallel) should ring all the phones at the same time.
Gabriel.

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

Voice mail as last stop for hunt group

Hello:
We have no ACD ability, so I have a hunt group set up with 3 extensions (one each as second line on each of 3 phones). If no one is available on any of the hunt extensions, I want it to go to a shared voice mail box.
Can anyone help me know if this is do-able and how (nothing I've tried has worked!). Using CM 6.1/Unity 5.0
Thank you,
Linda

Hi Linda,
This is most possible :) I'm going to add a touch to the great info from Tere (+5 points for this Tere)
In this example we are going to do what you are trying to do as well as Light the MWI Lamp on the phones within the Line Group when a Message is left for the group.
Lets say the Hunt Pilot number is 5000 and one of the second line DN's on the Line Group member phones is 2355. Set the Hunt Pilot to Forward (CFNA) to the Unity Pilot #.
If you don't use a Routing Rule as nicely suggested by Tere you can Create a mailbox for 2355 with 5000 as an Alternate Extension. When the call routes through to Unity via the Hunt Pilot No Answer Unity should see the CLID of 5000 which will then be connected to the Mailbox on 2355. This will take care of one of the Line Group Member phones but we want to light the Lamp on the second and third phone as well :)
Try setting the the DN's of the other two Line Group members as Alternate MWI's (in Unity) as well;
Setting Up Alternate MWIs for Extensions on the Same Phone System
Cisco Unity can activate alternate MWIs for extensions on the same phone system. Note that depending on the phones and phone systems, some additional phone system programming may be necessary. Refer to the installation guide for the phone system.
To enable alternate MWIs for extensions on the same phone system, do the following procedure for each subscriber who needs alternate MWIs.
To Set Up Alternate MWIs for Extensions on the Same Phone System
Step 1 In the Cisco Unity Administrator, go to the applicable Subscribers > Subscribers > Messages page.
Step 2 Confirm that the Use MWI for Message Notification check box is checked.
Step 3 Click the Add button located beneath the MWI Extensions table to add a row to the table. By default, the first row in the table contains an "X" to indicate the primary extension assigned to a subscriber. If you want one more extension and do not need to activate the MWI on the primary extension, you can also modify the first row.
Step 4 Enter the applicable extension in the Extension field of the table. MWIs are automatically enabled for all rows in the table. When entering characters in the MWI Extensions table, consider the following:
â¢Enter digits 0 through 9. Do not use spaces, dashes, or parentheses.
â¢Enter , (comma) to insert a one-second pause.
â¢Enter # and * to correspond to the # and * keys on the phone.
Step 5 Click the Save icon.
Step 6 Repeat Step 3 through Step 5 as necessary.
http://www.cisco.com/en/US/docs/voice_ip_comm/unity/401/integration/guide/c50acu4x.html#wp1808513
Then tweak the Message Lamp Setting in CCM for the second Line appearances;
For the second Line Setting on (each phone)-
Line Settings for this Device - Changes affect only this device
Message Waiting Lamp Policy - Light and Prompt
The RED Message Lamp will then work for these Second lines on each phone.
Hope this helps!
Rob

# of Hunt groups associated with B-ACD and # Automated Attendants (AA) for UC560

This reference (from public site) states (3) AA and (10) Hunt groups
http://www.cisco.com/en/US/prod/collateral/voicesw/ps6788/vcallcon/ps7293/reference_guide_c07-566560.html
This (harder to find document in supportforums) references (5) AA , but it does not reference (20) Hunt Groups. We understand from speaking with Cisco Partner Presales that the current firmware supports this, but we cannot find the published reference.
https://supportforums.cisco.com/docs/DOC-9656/

We are currently running 5 AA's on a 560 and have been doing so for a few months.
I cannot help with the hunt groups as we do not use them.
The 560 seems to support a bunch of features that can only be programmed using the CLI, I wish they would match the CCA up with these as it causes all sorts of issues if you do not remember what was configured using CLI vs CCA.
For instance our outgoing CLID was configured using the CLI as CCA only supports 15 entries where the CLI supports 100, which is great until someone opens the Outgoing CLID tab in the CCA and it over writes the CLI config.

Setting up Hunt Group using an extension number instead of a pilot number

Hi Guys,
I would like to set up a hunt group. My question is can I use a real extension number assigned to a phone to be a pilot number instead of creating a new pilot number.
The requirements are if no one is answering a call to an extension 1000 (extension 1000 is assigned to a user) it should be forwarded to 1001, 1002, 1003 and back to 1000. I was thinking of using 1000 as pilot number. Is that possible ?
Thanks Guys

Hi Guys,
Thank you very much for your suggestions. Here is what I have done:
With Manish's solution the call forwarding works upto the third phone then it got disengaged. Looks like there is a timer I need to increase so that the call will not time out. Could you please let me know which timer I have to adjust. I have checked the max forwards hops and they are set to 15-20 so don't think this is an issue.
With regard to Jamie's solution, I have created a separate partition and assigned same DN 1000 to it. It works great when I call from inside. However when I call it from outside using the full E164 number the call goes to 1000 then it just go to the voicemail of 1000 if not answered. I have removed the settings under DN page so that it will not go to voicemail. After doing this the phone with extension 1000 keeps ringing until it times out. Not sure where the issue is here.
I have given a suggestion to my customer to use a new pilot number with hunt groups. I have tested this as well. When I call it from outside the call goes to all the five phones and it just keep going into circle until someone answered and that's what I want. But when I call DN 1000 from inside it goes to all the five phones and when I reaches to the last phone configured under the line group member the call then just dropped out. Is there a way to fix this so that when someone just dial the extension number from inside all the phones keep ringing in circle manner and did not drop until someone has answered it.
Thanks a lot guys.
Regards

How to enable HLog for B-ACD Hunt Group

We are using B-ACD for imcoming calls, the hunt group for BACD has 5 members. I want people to be able to login/logoff from this hunt group.
I have this working with the DND button, but then the phone doesn't ring when the extension is dailed directly. So it seems the alternative is using another feature/button called "Hlog".
I've added the HLog softkey but nothing happens when its pressed. I can't seem to find instructions on what else might need to be done to enable HLog.
Here is a bit of the related config info
ephone-template 16
softkeys idle Redial HLog Cfwdall Pickup Dnd Mobility
softkeys seized Cfwdall Endcall Redial Pickup Gpickup Callback
softkeys connected Trnsfer Endcall LiveRcd Hold Mobility
ephone-dn 15 dual-line
number 206
no-reg primary
label 206
description Kathy
name Kathy
call-forward busy 299
call-forward noan 299
timeout 10
ephone 6
device-security-mode none
video
mac-address 0021.1BFC.BF2B
ephone-template 16
max-calls-per-button 2
username "kathy"
password 1112
type 524G
button 1:15
ephone-hunt 50 sequential
pilot A888
list 204, 205, 201, 206
timeout 8, 8, 8, 8
no-reg pilot
statistics collect
auto logout 3
description *** CCA BACD ***
display-logout All agents logged out

We still don't have Logging in and out of the BACD Hunt group working.
The #350 and *350 don't seem to work. On the phone when I dial them it connects for a second then disconnects, no feedback if it worked. But when I try calling our business number the phone still gets rung in the hunt group sequence. So the phone isn't getting logged out.
On some of the phones I can see the "HLog" button but when pressed it says "that key is not active here".

CallerID not correct when calling a Hunt Group #

Not sure what happened, but when users called the 4357(Hunt Group) the caller id would show "Helpdesk and also the callers name and ext" on the caller ID of the users in the 4357 (Hunt Group List).
Now when users call the 4357 the caller id on the (Hunt Group) end just shows the "callers name and ext".
We like when it would show Helpdesk along with the user info because we know the person is actually calling the Helpdesk and not calling directly. For example, my boss knows to only pick up calls that come into the helpdesk when he is the only one here, but now he is picking them all up because it looks as though they are calling him directly.
Any suggestions?

Hi Aaron,
I have made the changes you told o make and its working now.
Thanks.
Syed Kazi.

AXL SQL Query user-extension- line group-hunt group mapping

Hi all
I want to take an export about user-extension- line group-hunt group mapping
Can somebody help me about it I have CUCM 9.1

There's a lot of table joins in that full mapping! I'll break it down into steps. When you say extension you need to bear in mind that a number and a device are two different things, and a user is associated to these things separately. I'll break it down into chunks.
User to Device:
SELECT enduser.userid, device.description FROM enduser, device, enduserdevicemap WHERE enduser.pkid = enduserdevicemap.fkenduser AND enduserdevicemap.fkdevice = device.pkid AND enduser.userid='FOO'
User to Directory Number:
SELECT enduser.userid, numplan.dnorpattern FROM enduser, numplan, endusernumplanmap WHERE enduser.pkid = endusernumplanmap.fkenduser AND endusernumplanmap.fknumplan = numplan.pkid AND enduser.userid='FOO'
Number to Hunt List:
SELECT numplan.dnorpattern, device.name FROM numplan, device, devicenumplanmap, typeproduct WHERE numplan.pkid = devicenumplanmap.fknumplan AND devicenumplanmap.fkdevice = device.pkid AND device.tkproduct = typeproduct.enum AND typeproduct.name = "Hunt List" AND numplan.dnorpattern='FOO'
Hunt List to Line Group
SELECT device.name, linegroup.name FROM device, routelist, linegroup WHERE device.pkid = routelist.fkdevice AND routelist.fklinegroup = linegroup.pkid AND device.name="FOO"
Line Group to Directory Number
SELECT linegroup.name, numplan.dnorpattern FROM linegroup, linegroupnumplanmap, numplan WHERE linegroup.pkid = linegroupnumplanmap.fklinegroup AND linegroupnumplanmap.fknumplan = numplan.pkid AND linegroup.name="FOO"
All of this (and more!) is fully documented in the CUCM Database Data Dictionary.
GTG
Please rate helpful posts.

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

Distributing calls between two hunt groups

Hi all,
I've got a requirement to distribute calls to a number equally between two hunt groups when not answered and was wondering the best way of doing this?
So for example a receptionist should answer all the intial calls for this area of the business, however, when away from her desk they'd like the calls to then transfer and distribute on a 50:50 basis between two hunt groups.
Thanks in advance,
Ryan

Hi Ryan.
Because line groups on an hunt list are selected as they appear, I can suggest you to configure a third line group with all members of existing line groups.
EG.
New line group could be with following users
LG_ONE Member One
LG_TWO Member One
LG_ONE Member two
LG_TWO Member two
And so on
Than create a new hunt list with associated the new line group.
Create an hunt pilot with associated the newly created hunt list.
That hunt pilot number will be associated with forward busy or no answer rule of receptionist's extension.
HTH
Regards
Carlo

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

CCM 4.2 and Hunt Group pickup

Hello,
do someone know if the hunt group pickup feature is now enabled on the CCM 4.2?
Thanks in advance
Daniele

No. Call pickup is still not possible for hunted calls on 4.2. However, there is a new feature that may ease the pain of this. The "hlog" softkey offers the ability for afk users to "log out" of a hunt group while they are away. That way the call does not hunt to them in the first place. You can review this feature and other interesting things in the release notes: http://www.cisco.com/en/US/customer/products/sw/voicesw/ps556/prod_release_note09186a00805f1470.html

CSCth95017 - Configurable parameter on how callingparty is displayed for hunt groups.

Hello all,
The "fixed-in" versions for this bug are listed below;
Fixed in: (5)
9.0(0.98000.74),9.0(0.98000.21),8.6(4.98000.21)
8.6(2.21023.1),1.9(9.98000.16)
But the bug is related to firmware and the "fixed-in" versions look like CUCM versions;
Symptom:
As of phone load 9.x and higher, calls to a hunt pilot show the following format for the calling party on the ringing phone.
From 'Calling Party Name' for 'hunt pilot DN'
i.e. From John Doe for XXXX
The previous format was
From 'Calling Party Name' ('Calling Party Number')
i.e. From John Doe (XXX-XXX-XXXX)
Need a configurable parameter to change the format to the previous format if the customer desires.
Conditions:
Occurs on phone loads 9.0(x) and above.
Workaround:
Downgrade to 8.4.x
Can anyone clarify the "fixed-in" versions for this bug and where the versions are available for download.
Cheers!
Rob
"Always movin' ahead and never lookin' back" - Springsteen

Hi Rob, The original documentation highlighted this as a phone issue. You have a good eye to catch this. The ultimate resolution was committed on the server side. I updated the bug Release-note to include more information about the fix. You will see that in Bug Toolking and Bug Search Tool in 24-48 hours. Looks like it was necessary to change the information CUCM was sending out in order for the phones to leverage that information. Here is what I added to the bug: New Service Parameter : "Display Hunt Pilot Name or DN for Hunt Group Calls When Alerting" Default Value : True ? Default behavior will be new behavior from 8.x . For customers who want the previous behavior of 7.x will have to set this parameter to false after upgrade. Call Processing Fix from SCCP and SIP Side : - For Hunt Pilot calls, CUCM will not send Hunt Pilot URI to in outgoing INVITE when this service parameter is false but internally CUCM still treats this call as Hunt pilot call so that we do not break other features. - For Hunt Pilot calls, CUCM will send the HP URI to phone when this SP is true. For the versions above: 9.0(0.98000.74) - this is an internal nightly build (.98xxx.). this *may* get it included in 9.0(1) 9.0(0.98000.21) - this is an internal nightly build (.98xxx.). this *may* get it included in 9.0(1) 8.6(4.98000.21) - this is an internal nightly build (.98xxx.). this *may* get it included in 8.6(5) 8.6(2.21023.1) - this gets it fixed in 8.6(2) engineering special branch commonly referred to as es23. TAC can provide this to you. This *may* get it included in the next 8.6.2su that gets posted to Cisco.com. 1.9(9.98000.16) - this appears to be a typo. Regards, Wes

UM Hunt Groups

We have one Lync Enterprise pool and several branch sites with SBA's.
We have two Exchange 2010 pools, one for users in the West Coast, and one for users in the East Coast. Each Exchange pools has CAS, Hub Transport, Mailbox, and UM servers.
Should there be a UM Hunt Group to link every gateway (ie Lync FE & SBA) to every UM server, or do I need to be more restrictive, such that only those Lync servers on the West Coast link to those UM servers on the West Coast, etc?

Hi,
Understood your question let me try to answer this.
If you have two sites Site A and Site B. In site A you have Lync Server 2010 FE and another site you have SBA's. so assuming you have two have two Central Datacenters for Exchange correct?
Site A is having different extension with a dial plan ans site B has different extensions with different dial plans correct?
"Dial plans ensure that all extensions are unique within the architecture by mapping a dial plan to a PBX. Extensions within a dial plan must be unique. However, extensions between different
dial plans do not have to be unique. A user can only belong to a single dial plan and will have an extension number that uniquely identifies him within the dial plan"
I also believe that these two Datacenters are not failover of each other?
If yes then take a look in to this http://technet.microsoft.com/en-us/library/gg398656.aspx
ISolation of gateways and UM servers
if you are going to isolate gateways and UM servers assuming you have single UM server in both sites and you are going to isolate it then there will not be any failover with in the site and one server goes down you will not have any redundancy how ever you
can isolate it. If you have two um servers i believe go with the isolation create different dial plans for respective gateways.
Without Isolation of gateways and UM servers
If you are not going to isolate you will have redundancy between sites which gives you high avialability. might be the best option to go but network bandwidth and network latency should be taken care.
I suggest to have a look in to this which will give you more help
http://technet.microsoft.com/en-us/library/bb123925.aspx
http://technet.microsoft.com/en-us/library/bb125141.aspx
http://technet.microsoft.com/en-us/library/gg399031.aspx
Hope above make sens.
If answer is helpful, please hit the green arrow on the left, or mark as answer. Salahuddin | Blogs:http://salahuddinkhatri.wordpress.com | MCITP Microsoft Lync

Are Looping Hunt Groups a liability?

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