© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Deployment of a Dial Plan on Cisco Unified CallManager Release 5.0 Configuring Hunt Groups and Call Coverage

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call-Distribution Components Line Group Line Group Hunt List Hunt Pilot Line groups, hunt lists, and hunt pilots work together to provide call-distribution capabilities: Line groupDesignates the order in which directory numbers are chosen. Hunt listContains line groups. Hunt pilotNumber associated with a hunt list; caller can reach someone by dialing the hunt pilot number.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Line Groups Line groups contain: One or more members (directory numbers). Members can be: –IdleNot serving any call –AvailableServing an active call but can accept new calls –BusyCannot accept any calls An algorithm for how to distribute calls to members. Ring No Answer Reversion (RNAR) timeout valueA mechanism for how to handle calls that go unanswered. Hunt optionsThe ability to roll past members who are busy, not available, or do not answer until the call is answered or options are exhausted.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call Distribution Algorithms Idle 10 min. Available Idle 5 min. Available, Cisco Unified CallManager 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 Cisco Unified CallManager 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 call-distributing algorithm is applied at the group level. Line Group 1

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Hunt Options For busy, no answer, or not available: Try Next Member, Then, Try Next Group in Hunt List (Default): –Distributes a call to idle or available members. If no answer (or busy or not available), try the next line group in a hunt list. Try Next Member, but Do Not Go to Next Group: –Distributes a call to idle or available members. Stops hunting upon reaching the last member of the current line group. Skip Remaining Members, and Go Directly to Next Group: –Skips the remaining members of the current line group when the RNAR timeout value elapses for the first member (or first member is busy or not available). Hunting proceeds to the next line group in a hunt list. Stop Hunting: –Stops hunting after trying to distribute a call to the first member of current line group if the member does not answer (or first busy member or first unavailable member). Hunt options are applied at the member level.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call-Distribution Scenarios: Top-Down Example Line Group 1: Contains directory numbers 1000, 1001, and 1002 Distribution algorithm: Top-down RNAR timeout: 10 seconds Hunt option: –RNA = Try Next Member, Then, Try Next Group in Hunt List –Busy = Try Next Member, Then, Try Next Group in Hunt List –Not Available = Try Next Member, Then, Try Next Group in Hunt List, RNAR timeout = 10 seconds Call flow: –Caller calls hunt pilot –1000 rings and is not answered for 10 seconds (RNAR). –1001 rings for three seconds, 1001 is answered. Line Group Hunt List Hunt Pilot

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call-Distribution Scenarios: Circular Example Line Group Hunt List Hunt Pilot Line Group 1: Contains directory numbers 1000, and 1001 Distribution algorithm: Circular RNAR timeout: 10 seconds Hunt option: –RNA = Try Next Member, Then, Try Next Group in Hunt List –Busy = Try Next Member, Then, Try Next Group in Hunt List –Not Available = Try Next Member, Then, Try Next Group in Hunt List Call flow: –Caller calls hunt pilot : 1000 rings and answers the call. –Caller 2 calls hunt pilot: 1001 rings and answers the call. –Callers 1 and 2 hang up. –Caller 3 calls hunt pilot: 1000 rings and answers the call.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call-Distribution Scenarios: Longest-Idle Example Line Group 1: Contains directory numbers 1000 and 1001 Distribution algorithm: Longest idle, 1001 is idle longer than 1000 RNAR timeout: 10 seconds Hunt option: –RNA = Try Next Member, Then, Try Next Group in Hunt List –Busy = Try Next Member, Then, Try Next Group in Hunt List –Not Available = Try Next Member, Then, Try Next Group in Hunt List Call flow: –Caller 1 calls hunt pilot : 1001 answers the call (idle longer). –Caller 2 calls hunt pilot: 1000 answers the call. Line Group Hunt List Hunt Pilot

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call-Distribution Scenarios: Broadcast Example Line Group 1: Contains directory numbers 1000 and 1001 Distribution algorithm: Broadcast RNAR timeout: 10 seconds Hunt option: –RNA = Try Next Member, Then, Try Next Group in Hunt List –Busy = Try Next Member, Then, Try Next Group in Hunt List –Not Available = Try Next Member, Then, Try Next Group in Hunt List Call flow: –Caller 1 calls hunt pilot –Lines 1000 and 1001 ring. –1001 answers the call. –1000 stops ringing. Line Group Hunt List Hunt Pilot

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Call Forwarding and Hunting Forwarding: Allows users to redirect calls that are not answered: –When user fails to answer call (CFNA) in a specified time –When the user is busy (CFB) Hunting: Allows a call to be directed to a list of line groups in which each group can independently use one of three algorithms (broadcast, top down, or circular): –Hunting commences by calling a hunt pilot number associated with a hunt list. –The hunt pilot can be called directly or can be reached through forwarding. –While hunting, the forwarding fields of the hunt parties are ignored; the determination of which phone to ring next is determined by the line groups within the hunt list.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Basic Call Hunting Example 1. Caller dials Party A 2. Forwards call to hunting 3. Call hunts through hunt groups according to distribution algorithm Party A SucceedsHunt party answers ExhaustsAll hunt parties are attempted, but none answer Times outMaximum hunt timer expires before all parties are attempted, and none of the parties that were attempted answer 4. Hunting either: Hunt Pilot

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Basic Call Hunting Example (Cont.) Hunting does not succeed 5. Final forwarding (if configured) Or Directory Number or Calling Search Space Personal Treatment Hunt Forward Settings 6. Call released (reorder tone) if final forwarding is not configured Internal Forwarding Support (CFB and CFNA) External Forwarding Support (CFB and CFNA) DN Call Pickup and Forward Settings

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v 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.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configuring Line Groups 1. Assign a name to the line group. 2. Add members to the line group (the directory numbers must already exist). 3. Enable line group configuration settings.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configuring Hunt Lists Hunt lists can contain only line groups in Cisco Unified CallManager. Add line groups to the hunt list. Assign a name to the hunt list.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configuring Hunt Pilots Associate the hunt pilot number with the hunt list. Create a hunt pilot number.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Configuring Hunt Pilots: Final Forwarding Separate final forwarding for no answer and busy is possible. Use Personal Preferences enables the CFNC settings in the Directory Number Configuration page for the original called number that forwarded the call to this hunt pilot: –If checked, Destination and Calling Search Space fields are ignored. –If not checked, Destination and Calling Search Space fields are used. –If no Destination or Calling Search Space fields are defined, caller receives reorder tone (or equivalent announcement). Maximum hunt timer specifies maximum time for hunting.

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Directory Number Configuration Separate configuration capability for internal CFB and external CFB. Separate configuration capability for internal CFNA and external CFNA. Settings to support forwarding to original called party when coverage exhausts or times out (internal and external).

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v 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) when no answer. Solution: Configuration window for 3000 DN

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v 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 numbers 3000) wants: Solution: Line Group Hunt List abc Hunt Pilot 7000 Hunt List abc Line Group Forward Hunt Busy Forward Hunt No Answer Dest. UPP UPP = Use Personal Preferences Hunt pilot 7000 points to Hunt List abc, which has four hunt parties in Line Group 1 and Line Group 2. Hunt Pilot 7000 has no final forwarding fields provisioned (default). Configuration window for directory number 3000

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Example 3: Internal and External Forwarding with Hunting Hunt Pilot 7000 has Forward Hunt No Answer Destination field set to 3002, but all Forward Hunt Busy fields remain empty. Line Group Hunt List abc Hunt Pilot 7000 Hunt List abc Line Group Solution: Forward Hunt Busy Forward Hunt No Answer 3002 Dest. UPP UPP = Use Personal Preferences Configuration window for directory number 3000

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Example 4: Internal and External Forwarding with Hunting Extend the previous example by having: The Forward Hunt Busy Use Personal Preferences check box checked for Hunt Pilot The Forward No Coverage Internal field for line 3000 set to The Forward No Coverage External fields for line 3000 set to (303) Line Group Hunt List abc Hunt Pilot 7000 Hunt List abc Line Group Solution: Forward Hunt Busy Forward Hunt No Answer 3002 Dest. UPP UPP = Use Personal Preferences Configuration window for directory number 3000

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Example 5: Internal and External Forwarding with Hunting Extend the previous example by having: The Forward No Coverage External fields for line 3000 cleared Line Group Hunt List abc Hunt Pilot 7000 Hunt-List abc Line Group Solution: Forward Hunt Busy Forward Hunt No Answer 3002 Dest. UPP UPP = Use Personal Preferences Configuration window for directory number 3000

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Example 6: Using the Maximum Hunt Timer While Hunting Assume RNAR timer = 10 seconds (default) Q: How long before hunting exhausts? Assume maximum hunt timer for hunt pilot 7000 is 25 seconds. Q: What happens when a user calls that hunt pilot? Line Group Hunt List abc Hunt Pilot 7000 Hunt-List abc Line Group Solution: Forward Hunt Busy Forward Hunt No Answer 3002 Dest. UPP UPP = Use Personal Preferences Configuration window for directory number 3000

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Cisco Unified CallManager routes internal calls by matching the registered directory number to a destination. External calls do not have a registered directory number, and Cisco Unified CallManager will search for a matching pattern in the route plan. Route groups are a logical grouping of device gateways and trunks. Route lists consist of an ordered list of route groups. Use external route patterns for routing off-cluster calls. External route patterns can point to either an individual gateway or a route list. Cisco Unified CallManager uses closest-match routing. A hunt group enables call distribution and includes line groups, hunt lists, and a hunt pilot number. Summary

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v Hunting allows Cisco Unified CallManager to extend a call to one or more lists of numbers, while forwarding allows detailed control as to how to extend a call when a called party fails to answer or is busy and hunting is not taking place. They work together to ensure that calls are covered. To configure a hunt group in Cisco Unified CallManager, first create the line group, next create the hunt list and add line groups, and finally, create the hunt pilot and associate it with the hunt list. Use forwarding settings on the Directory Number Configuration and Hunt Pilot Configuration pages to provide final forwarding and coverage. A full range of internal and external forwarding with hunting usage scenarios are supported using the final forwarding settings. Summary (Cont.)

© 2006 Cisco Systems, Inc. All rights reserved. CIPT1 v