CCX transfer to Hunt List/Line Group

We have a few Hunt Lists. The problem as you know is that you get ringback and not hold music. We do own CCX 7.01. Is there a way I can create a script in CCX to place the call on hold and pass it off to the hunt Pilot? We do not (yet) use Contact Center Agents, although we do own some Premium seats. We are using Call Manager 7.01.

Hi
It's certainly possible to send calls to hunt groups front-ended by a UCCX script. It can get messy for all but the simplest setups, and due to the lack of reporting and proper queueing it's really not suited to anything more than a few 'agents' with low call volumes.
You would want to do a 'Call Consult Transfer' to the hunt pilot, this effectively puts the caller on hold and extends a transfer leg to the hunt group. As soon as someone (or something, e.g. voicemail) picks up, the transfer completes.
It does work, but you are restricted in the type of things you can do with the call while the transfer is attempting. As soon as you hit the Consult step, the script stops, so you can't play out prompts to the caller while they are ringing around the hunt group.
You would need to set the timeout on the Consult step to a suitably long value, and ensure your hunt timeout is long enough to let it ring round as long as it needs to.
You have to be careful about things like pulling the call back from the Consult step (i.e. letting it ring the group for 15 seconds, and then doing a 'sorry to keep you waiting' Prompt step, and then retrying the Consult) as when you do this you screw up the queue order if there are multiple callers. You probably aren't guaranteed that callers will be answered in order anyway...
Finally bear in mind that you will not be able to get any meaningful reports on queue stats, call answer times and so on, or any reports related to agents...
Regards
Aaron

Similar Messages

Hunt Pilot / Pickup Group

I have a scenario that is giving me a problem with pickup groups and I need some assistance. I have 3 extensions (1410, 1411 & 1412) that are part of a pickup group. That pickup group works fine. However, we have an after hours line group with a hunt pilot of 1420 that rings phones 1410 & 1600(broadcast). When a call goes to 1420 it rings 1410 & 1600 just fine but users at 1411 & 1412 cannot pick up the call ringing on 1410. Says call is not available. Is there a different way to set that up so it can pick up that line? I thought maybe adding 1420 to the pickup group but that does not appear to be an option. We are running CM 5.1.
Thanks

Hi Chris,
Hope all is well with you! You are on the right track with adding 1420 to the Pickup Group,but you are hitting this bug CSCsb12946 which prevents this feature from working (still applicable in 5.1);
Set enterprise parameter (System->Enterprise Parameters->Cisco Support Use 1) Cisco Support Use 1 to CSCsb42763 (case sensitive)
This operation added listbox (Route Plan->Route/Hunt->Hunt Pilot->hunt pilot XXXX -> Call Pickup Group) Call Pickup Group.
From this doc;
http://www.ciscotaccc.com/kaidara-advisor/voice/showcase?case=K11612191
1.- Enter
CSCsb42763 (in mixed case) in the Enterprise Parameter 'Cisco Support
Use 1' under the new group 'Cisco Support use Only' and click update. Only the value
CSCsb42763 in this parameter can enable the configuration. Change the
value to anything else to disable this functionality.
2. Go to Hunt Pilot Configuration page and select a call pickup group from the Call
Pickup Group dropdown list and click update.
CSCsb42763
Call Pickup fails on Hunt List
Issue:
Call pickup fails for hunt list when call is CFA from Route Point in 4.1(2)ES41. This is not the designed functionality for this issue and will break the Call Pickup logic.
Workaround:
Use multiple shared lines & CFNA between each shared line.
Related Bugs
Call Pickup fails when ringing line list member
Symptom: Selecting PickUp or GPickUp does not pickup the call from any of the members of a line group. Condition: CM 4.x Workaround: None. Feature not supported. Further Problem Description: Defect CSCsa66224 may appear to have allowed this feature to work in earlier versions.
Call Pickup from line group member fails after es installed
Symptom: A call is CFNA to a hunt pilot/line group. The call can no longer be picked up. Conditions: Calls CFNA to a hunt pilot. 4.1(2)ES36. Workaround: None
Hope this helps!
Rob

Display called member dn on ringing hunt list

Hi All,
Is it possible to display the numbers called members of the hunt group on the IP Phone caller when it rings on CUCM 10.5, as the case of CME ?
Best Regards,
Younes CHAFI.

The short answer is you need to remove the hunt pilot/list/line group from the mix and just put 7600 on the receptionist's phone directly as the prime line. While CUAC had what looked like a hunt configuration it was separate and unique to the CUAC software daemon. Additionally, the six contiguous DNs with CFB set to the next number and the busy trigger set to one (1) was a workaround people used with the old CUAC. The multiple buttons was to let people have "one call per button" (a key system mindset) and the call forwarding was a byproduct of people avoiding the Broadcast feature. It's a long story.
You should be able to solve both issues with Call Forward All. For issue one, just have the receptionist CFA to voicemail at the end of their day. Since 7600 is the prime line on the phone this will work without the need to create new mailboxes or alternate extensions. For issue two the receptionist can just CFA to another DN in the office. As long as Unity is left at it's default configuration (First Redirecting Number) an unanswered call by the temporary person would still match against the 7600 mailbox if it CFNA to voicemail.
So, delete the hunt config and DNs 1500-1505. Add 7600 as the prime line DN, and increase the busy trigger to however many calls the receptionist wants to juggle. Ensure that the max calls is two higher than that. Confirm that the mailbox for 7600 exists and Fidelus is set to CTI control the 7600 DN.
Please remember to rate helpful responses and identify helpful or correct answers.

How to show logged-in Line Group Members in a Hunt Pilot (CUCM V7.1.3)

I have configured a Hunt Pilot with a Hunt List which points to a Line Group with some DNs as Line Group Members. Additionally i gave the affected Users the option to log-in or log-out from the Hunt Pilot by configuring the "Hunt Group Logout" Button in the corresponding Phone Button Template.
Is there a way to find out who is logged-in or logged-out from the Hunt Pilot?

Hi Bill,
thanks for your very interesting hint .
I run the query you posted and actually got the following output. But the displayed linegroups are only a subset from my configured 79 linegroups . Is there a possibility to display all linegroups with all corresponding DNs and can i display this information for only one linegroup?
When i know the queery that satisfy my claims, i will write a small web application that uses the AXL-SOAP API.
Regards, Robert
admin:run sql select lg.name as LineGroup,n.dnorpattern,dhd.hlog from linegroup as lg inner join linegroupnumplanmap as lgmap on lgmap.fklinegroup=lg.pkid inner join numplan as n on lgmap.fknumplan = n.pkid inner join devicenumplanmap as dmap on dmap.fknumplan = n.pkid inner join device as d on dmap.fkdevice=d.pkid inner join devicehlogdynamic as dhd on dhd.fkdevice=d.pkid order by lg.name
linegroup                      dnorpattern     hlog
============================== =============== ====
LG_A-Ulr4_Augsburg_9965077_235 \+498215075234 f
LG_A-Ulr4_Augsburg_9965077_235 \+498215075209 f
LG_A-Ulr4_Augsburg_9965077_235 \+498215075224 f
LG_A-Ulr4_Augsburg_9965077_235 \+498215075226 f
LG_A-Ulr4_Augsburg_9965077_235 \+498215075227 f
LG_A-Ulr4_Augsburg_9965079_300 \+498215075327 f
LG_A-Ulr4_Augsburg_9965079_300 \+498215075306 f
LG_AB-Fried17_9965006          \+496021391713 f
LG_AB-Fried17_9965006          \+496021391714 f
LG_AB-Fried17_9965006          \+496021391721 f
LG_AB-Fried17_9965006          \+496021391727 f
LG_AM-Mar9_9965004             \+499621474921 f
LG_BT-Sch9_9965010             \+4992189423    f
LG_DD-Fet29_9965014            \+493514459055 t
LG_HO-Bah1_9965020             \+4992818194122 f
LG_KE-Moz31_9965024            \+498315215110 f
LG_LA-Dre11_9965025            \+498714308419 f
LG_LA-Dre12_9965026            \+498719239113 f
LG_Mue-Sta41_9965029           \+498631386227 f
LG_N-KOEN11_9965034            \+4991124039112 f
LG_N-KOEN11_9965034            \+4991124039142 f
LG_N-KOEN11_9965034            \+4991124039110 f
LG_N-Ste6_9965057_400          \+499112428403 f
LG_N-Ste6_9965058_450          \+499112428455 f
LG_NES-Sie2_9965008            \+499771610413 f
LG_NES-Sie2_9965008            \+499771610421 f
LG_NM-Bah12_9965030            \+499181293312 f
LG_PA-Kle13_9965035            \+498519594109 f
LG_PA-Kle13_9965035            \+498519594113 f
LG_PAN-Drb12_9965036           \+498561961225 t
LG_PAN-Drb12_9965036           \+498561961224 f
LG_R-Her2_9965068_400          \+499413783414 f
LG_TS-Bah26_9965040            \+498619887312 f
LG_Voicemail                   997005          t
LG_Voicemail                   997006          t
LG_Voicemail                   997007          t
LG_Voicemail                   997008          t
LG_Voicemail                   997009          t
LG_Voicemail                   997010          t
LG_Voicemail                   997011          t
LG_Voicemail                   997012          t
LG_Voicemail                   997013          t
LG_Voicemail                   997014          t
LG_Voicemail                   997015          t
LG_Voicemail                   997016          t
LG_Voicemail                   997017          t
LG_Voicemail                   997018          t
LG_Voicemail                   997019          t
LG_Voicemail                   997020          t
LG_Voicemail                   997021          t
LG_Voicemail                   997022          t
LG_Voicemail                   997023          t
LG_Voicemail                   997024          t
LG_Voicemail                   997025          t
LG_Voicemail                   997026          t
LG_Voicemail                   997027          t
LG_Voicemail                   997028          t
LG_WEN-Buer16_9965041          \+499614820413 t
LG_WEN-Buer16_9965041          \+499614820415 f
LG_WM-Puet35_9965042           \+49881922927   f
admin:

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.

Old AC hunt groups vs. post CCM4.X line groups

This is old gripe I have with CCM 4.X and I want to know what others think about it.
From very early versions CCM has had the AC hunt groups that had the neat feature of being able to specify AC usernames and line #s as hunt group members as well as DNs as hunt group members. You could mix and match for robust scenarios.
Starting with version 4.0 line group/hunt list/hunt pilot was introduced. Also the "busy trigger" for DNs was introduced.
The new LG/HL/HP model introduced a much better feature set for hunting. It also observes the "busy trigger" such that if a person is on a single phone call and his/her DN is configured with a busy trigger of 2, the call will still hunt to that user.
Problem 1: The old AC hunt group does not observe the busy trigger. So if I have a DN with a busy trigger of 6 for a switchboard person, the AC based hunt group will consider that line busy and hunt past it with only 1 call on the line.
Problem 2:The new model of LG/HL/HP DOES observes the busy trigger but does not offer the flexability of adding AC user and line # as a line group member.
Conclusion: Each model has features the other needs. This should be reconciled.
Thoughts?

Same thing happened to me with a cataylst driver on my laptop. Hangs forever. I had just updated my system about a day before I applied this update, and the kernel upgrade definitely wasn't the culprit. I get a console login on my laptop, but whenever I startx it'll just hang forever and not respond to any input other than holding down the power button. Everything was working fine with the kernel, but then the last update, which included
*libxcb
*xcb-proto
*xcb-util
*mlocate
*libx11
*xorg-server
*xf86-input-evdev
*flac
*hal-info
Shared between my two systems (one of which is my desktop, with a nvidia graphics chip and the nvidia proprietary drivers).
I tried downgrading x-server and all the libs that were related to X, but that only broke dbus.
I'm afraid to reboot my desktop now...
Last edited by Subject-17 (2009-08-02 09:01:18)

Call transfer through Hunt group

Hi,
we have a call manager version 8.6 where we have mutiple huntgroups configured. Following is the call flow
PSTN callers call a DID number from outside which after the translation on the gateway, hits a hunt pilot number on call manager and eventually the call rings on all the line members of the line group. One any of the line group member picks up the call and tries to transfer the call to any internal or external number, we get the following error message on phone screen and transfer does not work
" External transfer Restricted"
Now this happens even if we dial the hunt pilot number internally from an iphone and then if one of the members tries to transfer to an internal extension or external number, we get the error message
More Information:
There are many other hunt groups on the same call manager server and tries to transfer the call same way as the non working one and it works for them
So i checked the difference. All the members of all the hunt groups are device profile logged into physical phone. The only difference was that working hunt group members are logged into 6921 phone where as non working users are logged into 7942 phones (sip firmare) and the profile are created for 9971 although we dont have any physical 9971 phone
So it seems that call transfer through hunt group does not work only if the members are logged into 7942 (sip) phones and works when they are logged into 6921 with 9971 Device profile
I hope its clear. Please let me know if its a known issue or limitation with 7942 phone. Any help will be appreciated

Try changing the Block Offnet to Offnet Transfer CallManager Service Parameter to False and test again. If it then works, we'll probably need CallManager traces to see why both numbers are getting marked as offnet.

CUCM Line Group 2 Not Ringing Phone

Good morning,
I have encountered a weird issue and was wonder if anyone here could provide some insight before I send it up to TAC.
I have a Hunt Pilot (HP)/ Hunt List (HL) and the HL has 3 Line Groups (LG) associated to it. Example LG configuration is below.
LG1: 1001, 1002, 1003
LG2: 1001, 1002, 1003, 1004
LG3: 1001, 1002, 1003, 1004, 1005
All LGs are set to RNA of 15s and broadcast.
Call comes in and hits LG1. 1001, and 1002 are on the phone so they do not receive a notification and 1003 just doesn't answer call even though 1003 is the only one ringing. Call rolls to LG2 and 1001, and 1002 are still on phone, but 1003 and 1004 don't answer even though those two phones are only ringing. Before the call rolls to LG3, 1001 hangs up the phone. Now when the call rolls to LG3, 1001 doesn't ring. The only phones that ring are now 1003, 1004, and 1005. 1002 is still on the phone from the beginning and this is expected of course but why doesn't 1001 ring even though the phone is on hook and was put on hook before the call went to LG3?
Phone Types: 6921, 7821, 7942, 7962
Phone FW: 6921 - SCCP 9.4.1.3, 7942 - SCCP 9.3.1ES13, 7962 - SCCP 9.3.1ES13, 7821 - 10.1.1ES6
CM Version: 9.1.2.10000-28
Thanks,

Anyone?

Adobe Acrobat listed incorrectly - Group Reviews

Adobe has incorrectly listed the "Group Reviews" support for Adobe Standard vs. Professional.
My use case: Create a group review document with an internal server. Store the document on my hard drive. Then send by email to all other users who have "Adobe Reader" to comment and publish comments on the internal server.
My experience prior: I downloaded Adobe professional for a trial version. I actually tried to first download the standard version first but was unable. The professional version supported what I wanted to do. And the "comparison" between products online showed that they both supported the shared reviews feature.
Problem: I then purchased standard. I wasted half a day at work trying to get Standard to work for group reviews. Finally - I downloaded a trial (again) of Adobe Professional and found that I could run group reviews. The difference is subtle - the professional version can allow me to send "comment enabled w/ publishing to an internal server" documents to my colleagues over email. It's not supported for standard.
Result: I wasted over half a day trying to get this to work. If the product comparison had been listed correctly I would have purchased Acrobat Professional in the beginning.
Further insult to injury: When calling to have my product returned (twice) I've been waiting on hold for over 10 minutes before hanging up. When I tried calling sales instead I was placed with someone right away. So far I've spent over 45 minutes on the phone and online with Adobe trying to sort this out.
Conclusion: My opinion of Adobe Support and Marketing has severely been damaged by this experience. I seriously think that anyone who encounters this type of experience will be (1) extremely wary of Adobe and (2) do everything possible to avoid calling their support lines.

Further insult (via chat support):
Temjenlong: Well in that case I request you to contact the reseller.
ME: Did you look up the order number? [After providing all the product information]
Temjenlong: For returning the product please contact the reseller.

Adding a Route Pattern to a Line Group?

Hi
We have an analog device which is patched into our Voice Gateway and has a dial peer using extension 444.
I have setup a route pattern within CUCM which points at the gateway for 444.
However I can't seem to add this Route pattern to a line group to be part of a hunt?
The line group seems to be just internal extensions but I need the route pattern of 444 to be in the same line group as two internal extensions?
Thanks

Hi
Route Patterns are used for destinations that are 'off-ssytem' i.e. over trunks and so on.
Line Groups can only contain local lines on the system. This pretty much means only SCCP controlled lines, as CUCM is fully aware of the line state at all times.
If you want a port to be in a line group, you'll need to register it to CUCM as an SCCP gateway.
Aaron

Asking Transfer to Hunt Pilot in Unity

If i want to set transfer to hunt pilot in call handler caller input, are hunt pilot must be subscriber ? thanks

Hi Helmi,
In Unity, yes in Unity Connection no
For unity;
There are a couple of ways to do this. Internet Subscribers do not consume a
license but can be dialed via AA
Creating Internet Subscribers
http://www.cisco.com/en/US/docs/voice_ip_comm/unity/5x/networking/guide/ex/5xcunet040e.html
You can also have a look at the following on how to set up the Call Handler (lock a key to the Caller System Transfer) in Unity to allow callers to Transfer to non-subscribers;
Setting Up System Transfers
In your organization, you may find that callers want to be able to dial numbers that are not typically listed in directory assistance. For example, subscribers and outsider callers may find it convenient to be able to call Cisco Unity and transfer from the Opening Greeting or another call handler to a lobby extension, conference room extension, or an extension assigned to someone in the organization who is not a Cisco Unity subscriber, such as an employee who is visiting from another site and is using a guest office.
You can route callers to one of two "system transfer" conversations, both of which offer callers the ability to transfer to numbers that are not associated with Cisco Unity subscribers:
You can route callers to either system transfer conversation in several ways, including: Caller System Transfer, This conversation prompts callers to enter the number that they want to transfer to.
By offering a system transfer as a "one-key dialing" option. You can specify either system transfer (on the Caller Input page for any call handler or subscriber greeting) as the action that Cisco Unity performs when a caller presses a particular key during the greeting.
For example, to allow all callers to transfer to a lobby phone, guest office, or a conference room from the Opening Greeting, you could specify that Cisco Unity will offer Caller System Transfers when callers press 3.
Call Management > Call Handlers > Caller Input Page
Action Indicate the action that Cisco Unity performs after a caller presses the corresponding key.
Send Caller To - Cisco Unity sends the call to the destination that you select:
Caller System Transfer - Sends the call to a conversation that allows callers to transfer to a number that they specify. For example, callers may want to dial a lobby or conference room phone that is not associated with a Cisco Unity subscriber. Cisco Unity performs the transfer only when the CS_Default_System_Transfer restriction table permits it.
Cheers!
Rob

How do I transfer my play lists from one pc to another? I can't find import on the new version.

How do I transfer my play lists from one pc to another? I can't find import on the new version.

Holtey wrote:
Not an option.
Onlly have turn on home sharing or get artwork
Do ou have the iTunes menus showing across the top of the iTunes window?
ctrl B

I re-installed XP and kept the old program files on another drive, how can I transfer my bookmarks list to the new Firefox ?

I re-installed XP and kept the old program files on another drive, how can I transfer my bookmarks list to the new Firefox ?
I tried shifting the Profile folder contents from the old to the new, that seemed to work but I kept getting a message that my security was affected and that the problem could be in that folder so I shifted it back.

Hello Kencrews,
When you connect the iPod to the computer and iTunes is authorized for your Apple ID, then you will get a prompt to transfer the purchases from the device to the computer. Keep in mind this will only transfer purchased items from the iTunes Store.
Here is a helpful article to assist getting that done.
iTunes Store: Transferring purchases from your iOS device or iPod to a computer
http://support.apple.com/kb/ht1848
Regards,
Sterling

Error in adding List Line in Price Lists setup form

Hi Gurus,
users are facing below error message while they try to add new items in the list lines on the "Price List Setup" Screen.
Navigation - Order Management Super User --> Pricing --> Price Lists --> Price List Setup. Query the required price list. go to the list lines and add new line. While saving the new line below error message encountered.
Error ORA-00001: unique constraint (QP.QP_LIST_LINES_U1) violated in Package QP_Price_List_Line_Util Procedure Insert_Row
QP_LIST_LINES_U1 is a unique index with below script -
CREATE UNIQUE INDEX QP.QP_LIST_LINES_U1 ON QP.QP_LIST_LINES
(LIST_HEADER_ID, LIST_LINE_NO)
LOGGING
TABLESPACE APPS_TS_TX_IDX
PCTFREE 10
INITRANS 11
MAXTRANS 255
STORAGE (
INITIAL 128K
NEXT 128K
MINEXTENTS 1
MAXEXTENTS UNLIMITED
PCTINCREASE 0
BUFFER_POOL DEFAULT
NOPARALLEL;
N:B:- when we try to do the same thing in our test instance which is last refreshed from production 2 weeks ago, we are able to add new line and save without the error message. seems like some data corruption has occured in production recently. please help on how to diagnostic the corruption. its quite critical issue now from bussiness point of view.
Regards,
Samir Kumar Das

Hi Samir,
Please follow the below metalink notes...
Cannot Add Item To Price List as it Errors With ORA-00001: unique constraint (QP.QP_LIST_LINES_U1) violated in Package QP_Price_List_line_Util Procedures Insert_Row [ID 466320.1]
Thanks
-Arif.

Shared Lines and Line Group in 8.6.2.22900-9

We have some IP Communicator (SCCP) 8.6.14 and 7911 running SCCP11.9-2-3ES4S
We notice that sometimes when put this version of IP Communicator in a Line Group it does not ring. The desk phone will ring fine, and a IP Communicator running 7.0.3.3 will run fine.
Is this a known issue with CIPC 8.6.14 ?
Shared Lines and Line Group in 8.6.2.22900-9

I neglected, this is a VMWare on UCS ... memory/HDD/CPU is all in spec.

CCX transfer to Hunt List/Line Group

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