1. © 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

2. © 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

3. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-3 Cisco Unified Communications Manager Call Coverage Features

4. © 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)

5. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-5 Cisco Unified Communications Manager Call Forwarding, Shared Lines, and Call Pickup

6. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-6 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 2000 91551234 CFA (All) CFB (Busy) CFNA (No Answer)

7. © 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 2 User dials 2000 1

8. © 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.

9. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-9 Call Hunting Overview

10. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-10 Line Group 1 1000 1001 Line Group 2 10031004 Hunt List Hunt Pilot 1-800-555-0111 Call Hunting Components Hunt pilot, hunt list, and line groups providehunting capabilities: 1 st choice2 nd 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

11. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-11 Hunt List Helpdesk Line Group Agents 2001 2002 Line Group Operators 2102 Hunt Pilot Helpdesk 2222 HL distributes call to LG. 2 LG distributes call to agents. 3 If no agent answers, HL sends call to second LG. 4 2101 User dials 2222 1 LG distributes call to operators. 5 Call Hunting Operation

12. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-12 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)

13. © 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.

14. © 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.

15. © 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.)

16. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-16 Call Hunting Options and Distribution Algorithms

17. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-17 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.

18. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-18 Line Group Distribution Algorithms 1000100110021003 Idle 10 min. Available Idle 5 min. Available, CUCM last 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

19. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-19 Call Hunting Flow

20. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-20 Call Hunting Flow Hunt Pilot 7000 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 BusyNot 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)

21. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-21 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)

22. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-22 Call Hunting Configuration

23. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-23 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

24. © 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.

25. © 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.

26. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-26 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.

27. © 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.

28. © 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).

29. © 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

30. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-30 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

31. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-31 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:

32. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-32 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:

33. © 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

34. © 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.

35. © 2008 Cisco Systems, Inc. All rights reserved.CIPT1 v6.0—4-35