Call Routing and Call Queuing

The following sections discuss the basic operation of call routing and call queuing as they relate to Cisco CallManager Attendant Console.

Call Routing

Figure 18-3 shows the interaction of the Cisco CallManager Attendant Console components in a basic call-routing example when a call is made to a number that is configured as a pilot point and associated with a hunt group. In this example, 4000 is a support number associated with a support hotline.

Figure 18-3. Attendant Console Call Routing Example

The process numbered in Figure 18-3 is as follows:

1.	Cisco TCD receives a call and directs it to the pilot point, DN 4000.
2.	Because 4000 is a pilot point and First Available Hunt Group Member is specified as the call-routing option, the Cisco TCD that is associated with the pilot point checks the members of the hunt group in order, beginning with the first member, to determine where to route the call. DN 1024 is busy, DN 1025 is busy, and DN 1026 is available.
3.	Cisco TCD routes the call to the first available DN, which is 1026. Because 1026 is available, Cisco TCD never checks the 5060 voice-mail pilot point number. If all numbers would have been busy, the call would forward to the voice-mail extension.

Call Queuing

You can configure a pilot point to support call queuing so that when a call comes to a pilot point and all hunt groups members are busy, Cisco CallManager Attendant Console sends calls to a queue. While in the queue, callers hear MoH if you have chosen an audio source from the Network Hold Audio Source and the User Hold MoH Audio Source drop-down lists in the Device Pool window. The attendants cannot view the queued calls, with the exception of Broadcast groups (covered in the "Attendant Console GUI: Broadcast Calls" section later in this chapter). When a hunt group member becomes available, Cisco TCD redirects the call to that hunt group member. This sequence of events is reflected in Figure 18-4.

Figure 18-4. Attendant Console Call Queuing Example

You enable queuing for a pilot point using the Cisco CallManager Attendant Console Configuration Tool. You also use the tool to configure the queue size, which is the number of calls that are allowed in the queue, and the hold time, which is the maximum time (in seconds) that Cisco TCD keeps a call in the queue. Configuring the Cisco CallManager Attendant Console Configuration Tool is covered in the "Using the Attendant Console Configuration Tool" section later in this chapter.

If the queue is full, Cisco TCD routes calls to the "always-route" hunt group member that is specified in the Hunt Group Configuration window. If you do not specify an always-route member, Cisco TCD drops the call when the queue size limit is reached. If the call is in the queue for longer than the hold time, the call is redirected to the always-route member. If an always-route member is not configured, no action occurs. Configuring the Always Route option in the Hunt Group Configuration window is covered in the "Hunt Group Configuration" section later in the chapter.