© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-1
Enabling Single-Site On-Net Calling
Implementing Call Coverage in Cisco Unified Communications Manager
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-2
Outline
Cisco Unified Communications Manager Call Coverage Features
Cisco Unified Communications Manager Call Forwarding, Shared Lines and Call Pickup
Call Hunting Overview
Call Hunting Options and Distribution Algorithms
Call Hunting Flow
Call Hunting Configuration
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-3
Cisco Unified Communications ManagerCall Coverage Features
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-4
Call Coverage Features
Call coverage ensures that all incoming calls are answered: Used for individuals:
– Ring other phones if original called phone is not answering (Call forwarding feature)
– Ring multiple phones at the same time (Shared number)
– Pick up a call ringing on other phone (Call Pickup/Group Pickup) Used for user groups with pilot numbers:
– Hunt through multiple phones (Call hunting feature)
– Ring multiple phones (Call hunting with broadcast option)
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-5
Cisco Unified Communications ManagerCall Forwarding, Shared Lines, and Call Pickup
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Call Forwarding
CFA, CFNA, and CFB are configured under directory number settings.
CFA is configurable by end user from phone or user web page.
CFNA and CFB are configurable by end user from user web page.
If CFA is configured, the call will be forwarded immediately to the configured number. The forwarding IP phone will not ring.
Voice Mail
2000
2001
User dials 200091551234
CFA (All)
CFB (Busy)
CFNA(No Answer)
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-7
Shared Lines
Same directory number configured on multiple phones.
All phones will ring at the same time if directory number is called.
A user will pick up the call from one of the phones. All phones stop ringing when the call is answered.
All 3 phones will ring
2000
2000
2000
2
User dials 2000
1
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-8
Call Pickup/Group Call Pickup
Multiple lines can be grouped together into a pickup group Each pickup group is identified by a unique pickup group number.
Each phone line can be a member of one pickup group.
Call Pickup Allows a user to answer a call that is ringing on a phone in the same
pickup group as the phone of the user.
Group Call Pickup Allows a user to answer a call ringing on any phone that is in a different
pickup group than the phone of the user.
Requires the user to enter the pickup group number.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-9
Call Hunting Overview
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-10
Line Group 1
1000 1001
Line Group 2
1003 1004
Hunt List
Hunt Pilot
1-800-555-0111
Call Hunting Components
Hunt pilot, hunt list, and line groups providehunting capabilities:
1st choice 2nd choice
Line Group
Specifies the hunt option and distribution algorithm instead
Points to actual extensions
Hunt Pilot Matches dialed number for call coverage Performs digit manipulation Points to a Hunt List for routing Last-resort call forwarding
Hunt List Chooses path for call routing Points to prioritized line groups
Endpoints IP phones Voice-mail ports
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Hunt List Helpdesk
Line Group Agents
2001
2002
Line Group Operators
2102
Hunt PilotHelpdesk
2222
HL distributes call to LG.
2
LG distributes call to agents.
3
If no agent answers, HL sends call to
second LG.
42101
User dials 2222
1
LG distributes call to operators.
5
Call Hunting Operation
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Hunt Pilots
Hunt pilots are configured with a hunt pilot number – the number that needs to be called to start a hunting process. Perform digit manipulation
Point directly to a hunt list
Specify the maximum hunt timer
Specify final forwarding settings (on hunt exhaustion)
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-13
Hunt Lists
A hunt list is a prioritized list of line groups. Multiple hunt pilots may point to the same hunt list. Multiple hunt lists can contain the same line group. Hunt lists do not perform digit manipulation.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-14
Line Groups
Line groups control the order in which a call is distributed among the line group members. Line groups point to specific extensions, typically IP phone
extensions or voice-mail ports. The same extension may be contained in multiple line groups The hunt option describes how to continue hunting after trying the
first member of the line group (stop hunting, switch immediately to next line group, try remaining line group members, then go to next line group).
The distribution algorithm specifies the order in which the line group members are hunted (circular, longest idle, broadcast, or member that follows the last used).
The Ring No Answer Reversion (RNAR) timeout value specifies how long to try a member of the line group.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-15
Line Group Members
Line group members are the endpoints accessed by line groups, and they can be any of the following types: Any SCCP endpoints, such as Cisco Unified IP phones, VG248, or ATA
188 SIP endpoints Voice-mail ports H.323 clients FXS extensions attached to an MGCP gateway
Note: CTI ports and CTI route points cannot be added within a line group. Calls cannot be distributed to endpoints controlled through CTI applications (CRS, IP IVR, etc.)
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-16
Call Hunting Options and Distribution Algorithms
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Line Group Hunt Options
After trying a member of a line group, the hunt option specifies how to continue hunting, depending on the result of the last attempt (no answer, busy, and not available): Try Next Member, Then, Try Next Group in Hunt List (Default):
– Sends the call to idle or available members. If no more members, try the next line group of the hunt list. If no more line groups, hunting stops.
Try Next Member, but Do Not Go to Next Group:
– Sends the call to idle or available members. If no more members, hunting stops.
Skip Remaining Members, and Go Directly to Next Group:
– Sends the call to the next line group. If no more line groups, hunting stops. Stop Hunting:
– Hunting stops.
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Line Group Distribution Algorithms
1000 1001 1002 1003
Idle 10 min.
Available Idle5 min.
Available, CUCMlast extended call
Top down: Idle and available members, round-robin. (Next call to 1000.)
Circular: (n + 1)th member where n is the member to which Unified CM most recently extended call. (Next call to 1003.)
Longest idle time: Idle members only, from most to least idle. (Next call to 1000.)
Broadcast: All idle and available members simultaneously. (Next call to all directory numbers.)
The line group distribution algorithm specifies the order in which line
group members are hunted.
Line Group 1
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Call Hunting Flow
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Call Hunting Flow
Hunt Pilot7000
Hunt List
First Line Group
Second Line Group
Direct call to hunt pilot or call forwarded from phone
Call sent to first line group of hunt list
Call sent to next member as per line group distribution algorithm
If hunt list maximum hunt timer expires stop hunting
Busy Not Available
Stop hunting
Go to next line group; if none left stop hunting
Try next member of this line group; if none left stop hunting
Try next member of this line group; if none left go to next line group; if
no line group left stop hunting
Check line group hunt option how to continue
No Answer (based on line group RNAR timer)
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Call Hunting Flow (Cont.)
Check hunt pilot final forwarding configuration
Hunting stopped
No final forwarding
Call failed (reorder)
Hunt option: stop hunting
Hunt exhaustion (no more line groups or line group
members)
Hunt list maximum hunt timer expired Final
forwarding
Number specified in hunt pilot
Use personal
preference
Route call to number specified in hunt pilot
Route call to number
specified at phone line (call
forward no coverage)
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Call Hunting Configuration
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Configuring Line Groups, Hunt Lists, and Hunt Pilots
1. Create line group, add directory numbers, and determine distribution algorithm and hunt options
2. Create hunt list and add line groups
3. Create hunt pilot, associate hunt list, and configure hunt forward settings
4. Configure personal preference on phones in case of no hunt coverage
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-24
Step 1: Configuring Line Groups
Assign a name to line group.
Set the Ring No Answer Reversion timer.
Select distribution algorithm.
Select hunt option for no answer, busy, and not available conditions.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-25
Step 1: Configuring Line Groups (Cont.)
Click Find to search for directory numbers
to be added.
Click Add to Line Group to add
selected directory numbers.
Change order of line group members.
Remove selected members from line
group.
Change order of line group members.
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Enable hunt list.
Assign a name, description, and Cisco
Unified Communications Manager Group to the
hunt list.
Step 2: Configuring Hunt Lists
Click Add Line Group to add line groups.
Order line groups.
Remove line groups from hunt list.
Click line group to get to line group configuration
page.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-27
Select hunt list.
Enter hunt pilot number.
Step 3: Configuring Hunt Pilots
Set final forwarding for no answer and busy: use personal preference or set number; set CSS.
Set maximum hunt timer.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-28
Step 4: Configure Call Forward No Coverage (CFNC) at Directory Numbers
Separate configuration capability for internal CFB and external CFB.
Separate configuration capability for internal CFNA and external CFNA.
Settings to support final forwarding per personal preference (internal and external).
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-29
Example 1: Internal and External Forwarding (No Hunting)
User A (directory number 3000) wants: CFB: Incoming internal and
incoming external calls to forward to 3001 when busy.
CFNA: Incoming internal calls to forward to 3001 and incoming external calls to forward to (303) 555-0111 when no answer.
Solution:Configuration window for 3000 DN
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Example 2: Internal and External Forwarding with Hunting
CFB: Incoming internal calls to forward to 3001 and external calls to forward to hunt pilot 7000 when busy.
CFNA: Incoming internal calls to forward to 3001 and external calls to forward to hunt pilot 7000 when no answer.
User A (directory number 3000) wants:
Solution:
Line Group 1
3001 3002
Hunt List abc
Hunt Pilot 7000
Hunt List abc
Line Group 2
4001 4002
Forward Hunt Busy
Forward Hunt No Answer
Dest.UPP
UPP = Use Personal Preferences
Hunt pilot 7000 points to hunt list abc, which includes line group 1 (with lines 3001 and 3002) and line group 2 (with 4001 and 4002)
Hunt Pilot 7000 has no final forwarding fields provisioned (default)
Configuration window for directory number 3000
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Example 3: Internal and External Forwarding with Hunting
Hunt pilot 7000 has Forward Hunt No Answer set to 3002.
Hunt pilot 7000 has no Forward Hunt Busy configuration.
Line Group 1 3001 3002
Hunt List abc
Hunt Pilot 7000
Hunt List abc
Line Group 2 4001 4002
Solution:
Forward Hunt Busy
Forward Hunt No Answer 3002
Dest.UPP
UPP = Use Personal Preferences
Configuration window for directory number 3000
Same configuration as in example 2 but if hunting fails because of no answer, call should be forwarded to 3002.
User A (directory number 3000) wants:
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Example 4: Internal and External Forwarding with Hunting
Hunt pilot 7000 has Forward Hunt Busy Use Personal Preferences check box activated.
Forward No Coverage Internal is set to 3005 at line 3000.
Forward No Coverage External is set to (303) 555-0111 at line 3000.
Line Group 1 3001 3002
Hunt List abc
Hunt Pilot 7000
Hunt List abc
Line Group 2 4001 4002
Solution:
Forward Hunt Busy
Forward Hunt No Answer 3002
Dest.UPP
UPP = Use Personal Preferences
Configuration window for directory number 3000 Same configuration
as in example 3 but if hunting fails because of busy, call should be forwarded to numbers specified for Forward No Coverage Internal and External at directory number 3000
User A (directory number 3000) wants:
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-33
Example 5: Using the Maximum Hunt Timer While Hunting
Assume RNAR timer at line groups is 10 seconds (default).
Question: How long before hunting exhausts?
Assume maximum hunt timer for hunt pilot 7000 is 25 seconds.
Question: What happens when a user calls that hunt pilot?
Line Group 1
3001 3002
Hunt List abc
Hunt Pilot 7000
Hunt-List abc
Line Group 2 4001 4002
Solution:
Forward Hunt Busy
Forward Hunt No Answer 3002
Dest.UPP
UPP = Use Personal Preferences
Configuration window for directory number 3000
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-34
Summary
Unified CM offers several features for call coverage including call forwarding, shared lines, call pickup, and call hunting.
In Unified CM, IP phone lines can be configured with call forward all, call forward busy, call forward no answer, call forward no coverage, and call forward unregistered.
Call hunting in Unified CM uses the following elements: hunt pilots, hunt lists, line groups, and endpoints (lines and voice-mail ports).
Call hunting options are configured per line group and specify how to continue hunting when the selected line group member does not answer. The distribution algorithms, also configured per line group, specify how to select a line group member.
During hunting, the hunt option, distribution algorithm, RNAR timeout, the maximum hunt timer, and final forwarding settings are considered.
Call hunting implementation includes configuration of IP phone lines, line groups, hunt lists, and hunt pilots.
© 2008 Cisco Systems, Inc. All rights reserved. CIPT1 v6.0—4-35