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.

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

Media Resources

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

Monitoring Performance

Configuring Alarms and Traces

Configuring CAR

Using Additional Management and Monitoring Tools

Part VIII: Appendix

Appendix A. Answers to Review Questions

Index

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Authorized Self-Study Guide Cisco IP Telephony (CIPT)
Cisco IP Telephony (CIPT) (Authorized Self-Study) (2nd Edition)
ISBN: 158705261X
EAN: 2147483647
Year: 2004
Pages: 329
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