The following sections discuss the basic operation of call routing and call queuing as they relate to Cisco CallManager Attendant Console.
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:
Cisco TCD receives a call and directs it to the pilot point, DN 4000.
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.
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.
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.
Part I: Cisco CallManager Fundamentals
Introduction to Cisco Unified Communications and Cisco Unified CallManager
Cisco Unified CallManager Clustering and Deployment Options
Cisco Unified CallManager Installation and Upgrades
Part II: IPT Devices and Users
Cisco IP Phones and Other User Devices
Configuring Cisco Unified CallManager to Support IP Phones
Cisco IP Telephony Users
Cisco Bulk Administration Tool
Part III: IPT Network Integration and Route Plan
Cisco Catalyst Switches
Configuring Cisco Gateways and Trunks
Cisco Unified CallManager Route Plan Basics
Cisco Unified CallManager Advanced Route Plans
Configuring Hunt Groups and Call Coverage
Implementing Telephony Call Restrictions and Control
Implementing Multiple-Site Deployments
Part IV: VoIP Features
Configuring User Features, Part 1
Configuring User Features, Part 2
Configuring Cisco Unified CallManager Attendant Console
Configuring Cisco IP Manager Assistant
Part V: IPT Security
Securing the Windows Operating System
Securing Cisco Unified CallManager Administration
Preventing Toll Fraud
Hardening the IP Phone
Understanding Cryptographic Fundamentals
Understanding the Public Key Infrastructure
Understanding Cisco IP Telephony Authentication and Encryption Fundamentals
Configuring Cisco IP Telephony Authentication and Encryption
Part VI: IP Video
Introducing IP Video Telephony
Configuring Cisco VT Advantage
Part VII: IPT Management
Introducing Database Tools and Cisco Unified CallManager Serviceability
Configuring Alarms and Traces
Using Additional Management and Monitoring Tools
Part VIII: Appendix
Appendix A. Answers to Review Questions