Enabling Single-Site On-Net Calling

1. Implementing Call Coverage in Cisco Unified Communications Manager Enabling Single-Site On-Net Calling

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. Cisco Unified Communications Manager Call Coverage Features

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. Cisco Unified Communications Manager Call Forwarding, Shared Lines, and Call Pickup

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. 91551234 User dials 2000 CFA (All) CFB (Busy) 2001 2000 CFNA (No Answer) Voice Mail

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. 1 2 User dials 2000 All 3 phones will ring 2000 2000 2000

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. Call Hunting Overview

10. Hunt pilot, hunt list, and line groups providehunting capabilities: Call Hunting Components 1-800-555-0111 Hunt Pilot • Hunt Pilot • Matches dialed number for call coverage • Performs digit manipulation • Points to a Hunt List for routing • Last-resort call forwarding Hunt List • Hunt List • Chooses path for call routing • Points to prioritized line groups 1st choice 2nd choice • Line Group • Specifies the hunt option and distribution algorithm instead • Points to actual extensions Line Group 1 Line Group 2 • Endpoints • IP phones • Voice-mail ports 1001 1000 1003 1004

11. Call Hunting Operation 2 HL distributes call to LG. 1 User dials 2222 3 LG distributes call to agents. 4 If no agent answers, HL sends call to second LG. 5 LG distributes call to operators. Hunt List Helpdesk Line Group Agents 2001 Hunt Pilot Helpdesk 2222 2002 Line Group Operators 2101 2102

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. 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. 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. 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. Call Hunting Options and Distribution Algorithms

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. Line Group Distribution Algorithms • 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.) Line Group 1 1000 1001 1002 1003 Idle 5 min. Idle 10 min. Available, CUCMlast extended call Available The line group distribution algorithm specifies the order in which line group members are hunted.

19. Call Hunting Flow

20. Call Hunting Flow Direct call to hunt pilot or call forwarded from phone Hunt Pilot 7000 If hunt list maximum hunt timer expires stop hunting Hunt List Call sent to first line group of hunt list Second Line Group First Line Group Stop hunting Call sent to next member as per line group distribution algorithm 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 No Answer (based on line group RNAR timer) Busy Not Available Check line group hunt option how to continue

21. Call Hunting Flow (Cont.) Hunt option: stop hunting Hunting stopped Hunt exhaustion (no more line groups or line group members) Check hunt pilot final forwarding configuration Hunt list maximum hunt timer expired Final forwarding No final forwarding Call failed (reorder) Use personal preference Number specified in hunt pilot Route call to number specified at phone line (call forward no coverage) Route call to number specified in hunt pilot

22. Call Hunting Configuration

23. Configuring Line Groups, Hunt Lists, and Hunt Pilots Create line group, add directory numbers, and determine distribution algorithm and hunt options Create hunt list and add line groups Create hunt pilot, associate hunt list, and configure hunt forward settings Configure personal preference on phones in case of no hunt coverage

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. 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. Change order of line group members. Remove selected members from line group.

26. Step 2: Configuring Hunt Lists Assign a name, description, and Cisco Unified Communications Manager Group to the hunt list. Enable hunt list. 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. Step 3: Configuring Hunt Pilots Enter hunt pilot number. Select hunt list. Set final forwarding for no answer and busy: use personal preference or set number; set CSS. Set maximum hunt timer.

28. Step 4: Configure Call Forward No Coverage (CFNC) at Directory Numbers Separate configuration capability for internal CFB and external CFB. Settings to support final forwarding per personal preference (internal and external). Separate configuration capability for internal CFNA and external CFNA.

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. 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: Configuration window for directory number 3000 Hunt Pilot 7000 Hunt List abc Dest. UPP Forward Hunt Busy Forward Hunt No Answer UPP = Use Personal Preferences Hunt List abc Line Group1 3001 3002 Line Group2 4001 4002 • 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)

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. User A (directory number 3000) wants: Solution: 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. Hunt Pilot 7000 Hunt List abc Dest. UPP Forward Hunt Busy 3002 Forward Hunt No Answer UPP = Use Personal Preferences Hunt List abc Line Group 1 3001 3002 Line Group 2 4001 4002

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. User A (directory number 3000) wants: Solution: • 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 Configuration window for directory number 3000 Hunt Pilot 7000 Hunt List abc Dest. UPP Forward Hunt Busy 3002 Forward Hunt No Answer UPP = Use Personal Preferences Hunt List abc Line Group 1 3001 3002 Line Group 2 4001 4002

33. Example 5: Using the Maximum Hunt Timer While Hunting Solution: Configuration window for directory number 3000 • 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? Hunt Pilot 7000 Hunt-List abc Dest. UPP Forward Hunt Busy 3002 Forward Hunt No Answer UPP = Use Personal Preferences Hunt List abc Line Group1 3001 3002 Line Group 2 4001 4002

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.