TYPE of HUNTING in UCCX

We use Contact Center for our Helpdesk. When calls come in, they always seem to land on the same guys desk first if he is not on the phone. If he's idle, calls always seem to go to him first even when there are two other available support personnel. How can I modify this to be a distributed hunting so it gives a more fair distribution of incoming calls?
Thanks
Roy

Dear Roy,
First allow me to share with you the UCCX Administration Guide
http://www.cisco.com/c/dam/en/us/td/docs/voice_ip_comm/cust_contact/contact_center/crs/express_8_5/configuration/guide/uccx851ag.pdf
From here you need to focus on the 2 methods to deliver calls to agents,
Resource Groups or Skill based.
Based on your concern, it seems to be that your set up is using skill based, and this particular agent that you are mentioning seems to have higher skills than the rest, please check documentation section "Configuring Agents"
The way you distributed calls across your agents is not that easy to answer because depends the way the system was set up for you, but I hope you have an idea and where to look on UCCX for now.
I hope this helps
Daniel Amador

Similar Messages

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

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 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.

UCCX agent phone behind CUBE phone proxy

Hello,
has anyone tested using an contact center express agent phone that is registered through cube phone proxy to communications manager.
I did not find exact information in release notes and design guide if it is supported or not.
Maybe someone can tell me if this deployment is working for an agent phone or not.
Thanks

A parameter was added to CUCM 4 years ago to fix this same issue with consult-transfer calls from Unity Connection. I asked at that time why they couldn't do this same type of fix for UCCX consult-tranfers. I was told after some back and forth that it would be included in a future release... That was 4 years ago!!! I am hoping that the new 10.x fix works with non-agent phones and also shows the calling number in the missed calls directory the way the Unity Connection fix did.
CUCM parameter that fixed this issue with Unity Connection:
Display Original Calling Number on Transfer from Cisco Unity
Thank you,
Mark

Instant Message a Response group.

Hello everyone,
I'm sure I'm missing something totally obvious here, but I can't seem to figure out what it is. I have a fully functional Lync Standerd Addition Server with and Edge and am currently in the process of Integrating it with our PBX and Exchange Unified
Messaging. I have been testing Response groups and the call functionality is working wonderfully. However, I seem to have ran into a problem where I am unable to instant message a Response group. It doesn't seem to matter what I name the
group or which type of Hunt group I make (Regular or Interactive) and I see no corresponding options to enable or disable this functionality.
I know it is possible because Microsoft is using it directly on the Lync Server site with their "Ask a Specialist" chat Lyncs. I would greatly appreciate it if someone could point me in the right direction. Currently whenever I attempt to Instant
Message one of these groups it just saying
"XXXX cannot receive instant messages at this time. Please try again later"
Thanks a bunch!

Hi,
Response Groups cannot do IM. They are only build for voice and thus do not accept IM.
If you check the Lync website and open a chat session, you'll see that it is provided by a third party solution from
Clarity Connect.
Another solution is building such an application yourself using the Lync Server SDK.
Best regards
Technical Specialist Microsoft OCS & UC Voice Specialisation -
http://www.uwictpartner.be
If you think my post is the answer to your question, please mark it as answer so future visitors can easily find it.

Hunt group type Set up with outside ext numbers ie Cell phones

Using CUCM 9.1
Is there a quick and easy way to create a hunt group type set up using outside (cell phone numbers)?
The scenario will be one (person who will be ON Call) using an internal DID that is forwarded to to a cell phone of the oncall person that particular week. If no answer it would forward to the next line group of 4 members and also try their cell phones. After this it would simply repeat the entire process. So far it looks like a solution may be possible with single line reach perhaps?
Any insight would be grealy appreciated.
Dave

Hello,
I set up something like this on CUCM 8.0 a couple of years ago.
I used the Mobile Connect feature as you suggest and it worked ok after some playing about with the timers.
The main problem was that there was no way for the remote users to log out of the hunt group. They could disable Mobile Connect using the IVR but the calls would still ring on their deskphones - if you log out of the phones (i.e. Extension Mobility) before leaving the office this problem should not occur.
The other issue was how long calls took to connect especially if a couple of people in the group did not answer. We actually recorded a message asking callers to be patient that was played when the call was first received (we were using UCCX to do the IVR and call transfer).
Hope this is of use.

Why does UCCX Historical Reports only have three report types?

UCCX 8.0.2
Suddenly we only have three report types.
Application Performance Analysis
Detailed Call by Call CCDR
Traffic Analysis
Yesterday, the numbers of reports possible were in the twenties.
All services are "In Service"
No configuration changes have been made to any supervisors.
Anyone know why the other reports would go away?

Hi
The reports you see listed are nothing to do with the server really. They are templates made up of an XML file and some .rpt files in the templates subdir of the HRC installation directory.
If you don't see them, it sounds to me like the xml files have been deleted or corrupted. The easy way to fix would be to reinstall HRC.
Regards
Aaron

UCCX 8.0 HA Deployment Type

All,
I am testing UCCX 8.0 PRE HA and have the following questions about HA deployment Type.
Before UCCX 8.0, UCCX only supports HA on the same Campus LAN, i.e. two servers should be in the same subnet. UCCX 8 now supports HA over WAN. From UCCX 8.0 SRND, the deployment types are:
LAN: Two servers are in the same Campus LAN
WAN: HA server is in another site.
What I want to find out:
I would like to put two servers in separate Data Centres (different subnet). However, two data centres are linked by fibre. Round Trip Time is very short and the bandwidth is unlimited. Can I configure the HA deployment type as LAN, but with servers in different subnets?
Thanks,
Wenqian

Hi Wenqian Yu,
I contacted the PDI Helpdesk and they gave me this feedback :
LAN and WAN in this context means delay and latency, not ip addresses and subnets.So, if the servers are in the same building or campus, then they are over LAN.The difference between UCCX over LAN and UCCX over WAN is failure detection and recovery."For HA over LAN deployment, heartbeats are sent every half a second and failover occurs if 5 consecutive heartbeats are missed. For HA over WAN deployment, heartbeats are sent every second and failover occurs if missing 10 consecutive heartbeats. These values are not configurable.""All ACD, IVR, and desktop services will failover within 5 seconds in a LAN environment and 12 seconds in a WAN environment.""It is not uncommon for agents to experience log time is excess of 1 minute in a LAN environment and 3 minutes in a WAN environment."RE: http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cust_contact/contact_center/crs/express_9_02/design/guide/UCCX_BK_C39FDB35_00_cisco-unified-contact-center-express.html
I had also a question regarding the CTI Ports Group but I still have no answer for it.
Anyway, thanks you for your experience !
Thierry

UCCX or CUCM Hunt Groups

Does anyone have a checklist for supervisors or administrators to help them decide if a CUCM Hunt Group or UCCX is needed to service departmental call distribution?
-Users can login/logout of line groups with the HLog softkey.
-Calls can be sent off to a larger line group or hunt list (or voicemail) if Ring no answer or busy timers are exceeded.
?What about any reporting? Is there anyway to report Huntpilot or Line group member statistics, I have not found.
-In UCCX you can queue up calls and play MOH in queue, not available with Hunt Pilots.
Is anyone aware of any new advancements or outside the box ways to supplement ACD features (no, not the BACD.TCL script) for CUCM without UCCX?
thanks,
K

Good luck with that. This is a Cisco forum so the recommendation is always going to be for UCCX or UCCE over hunt groups. Money makes the world go around. ;-)
That said, in UCCE/CVP deployments I have configured some very small teams as a hunt group with the hunt pilot accessible from an option in the menu. Mainly for non-agent areas (distribution centers, repair department etc) where they like all the phones in the hunt group to ring.
Regards,
Geoff

Hunt Pilot in UCCX

Hi All
We are using CallRedirect in UCCX pointing to HuntPilot. if the all the users are busy in HuntPilot, UCCX is giving Busy message as expected. But when again users are available call is not going to user, call is stuck in Busy stage, Please guide to troubleshoot this.
REgds
Sasith

Hi All
We are using CallRedirect in UCCX pointing to HuntPilot. if the all the users are busy in HuntPilot, UCCX is giving Busy message as expected. But when again users are available call is not going to user, call is stuck in Busy stage, Please guide to troubleshoot this.
REgds
Sasith

UCCX Best Practice - UCM Agent Line Configuration documentation

With UCCX, I have always abided by some rules when it came to configuration of the agent's line in CUCM. At least to be a TAC supported solution anyway. For Example:
1. Agent Extension can not be shared
2. Agent Exension not part of any CUCM hunt group or call pickup group
3. Call Waiting Disabled Max/Busy 2/1
4. Agent Extension should not take inbound calls
5. Agent extensions not set to CFNA
6. etc....
I had someone ask me to back this up with some sort of documentation. I reviewed the UCCX 7.x SRND and could not find anywhere explicitly talking about CUCM configuration.
Does anyone know if this type of information is documented?
Thanks in advance,
Shane

Shane,
Look at the release notes for your version of UCCX. They typically have a
section called "Unsupported Features in Unified CM". There is also a
section on "Unsupported and Supported Actions" and general "Unsupported
Configurations in Cisco Unified CCX".
Release notes URL:
http://www.cisco.com/en/US/products/sw/custcosw/ps1846/prod_release_notes_li
st.html
You won't find the data in the SRND for whatever reason.
HTH.
Regards,
Bill
Please remember to rate helpful posts.
On 9/8/10 5:40 PM, "shane.orr"

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

Sort-by-type for column view in open/save dialog boxes?

Hello all,
I've done a fairly good search both on Google and in these forums and can't seem to find this question addressed. When I go to open or save something (in Preview, for example) I prefer to use Column View in the dialog box, since it is easy to see and navigate the folder structure. However, Column View always shows up sorted by name, even if I specified in Finder that the folder be sorted by type. Because of this, I have to scroll down and hunt for subfolders rather than having them conveniently listed at the top.
My question is this: is there a way to get Column View to sort by type in the open/save dialog boxes? (The Command+J that works in regular Finder does nothing in these dialog boxes.)
Thanks!

No. Column view will only sort by name. If you wanted to put a space before each folder name, then they will sort to the top. Sorting by Kind will put folders above files, but it will also put anything else except files at the top. If there are only folders, however, that would put them first in the sort list.

UCCX 10 - running Finesse and CAD simulatenously

Cisco's documentation indicates that CAD and Finesse cannot be run at the same time and that one has to deploy/use either CAD or Finesse. However, the CAD service is never shut down when Finesse is activated and remains running. On my test server, I was able to have both, CAD and Finesse, running and have agents use both clients on the same server.
Is there any additional information that explains in more detail the impact of running CAD and/or Finesse and why they can't be run at the same time? Or if they are, what the side-effects and possible negative impacts?
After I have upgraded to UCCX 10, I would like to gradually switch users over to Finesse. But instead of forcing everyone to switch to Finesse at the same time, I would like to switch one department at a time so I can work out any issue with a small subset of users first. Does anyone have any experience with this?
Thanks.

HI,
Pls see the below question and Answer from UCCX Chalk-Talk UCCX 10.
4:Since from UCCX 10 , we can only use either CAD or Finnesse at one time, whats the impact of changing this after some time in production, let say , i used CAD for 2 months and then i decided to move to Finesse, whats the impact ? or is it a smooth change as switching CUIC and HRC in previoius release ?
Ans.For the scenario you mentioned, there is absolutely no problem. The point to note is that the Finesse services are activated/deactivated but the CAD desktop services are ALWAYS running. The only condition to keep in mind is that you can use ONLY ONE type of agent desktop at any time. Also if Finesse is not used and CAD operations are used extensively, it is advisable to shutdown the Finesse service.
Regards,
Mukesh Singh

TYPE of HUNTING in UCCX

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