Hunt Group Call Queuing

[lightdog]

I know there have been many debates about CCM HGs but can anyone think of a way to enable calls to be queued on a CCM HG? IPCC Express/Enteprise is too costly an option just for call queuing and we don't need IVR, MIS, Scripts etc. Thanks.

 

[bahamas68]

I'm pretty sure you can queue a call in CCM without having to purchase IPCC Enterprise or Express. I have queing working in CME at a site.
Don't know how to do it in CCM.

Mystral (Ty) Massé
Network Analyst
University of Texas Health Center

 

[pndscm]

There is a queuing function in Unity that you could use. I haven't done it personally. I read about it in the CiscoPress book Configuring CallManager and Unity.

 

[polharris]

I think that you have to user Extented Services, some kind of IPPCC light version with only 4 ports

 

[Burgal]

Using Extended Services Attendant Console you can implement a Pilot Point that is configured for Broadcast or Circular hunting. Then you can enable call queuing. The caller will get MOH until directed to a logged in AC user that is part of the hunt group for that pilot point.

It's a bit tricky. trying to get it to work myself, but I know it can be done that way.

 

[bahamas68]

CCM comes with a pretty fully featured Call Center with it. I think you can only have 5 - 10 agent though.

But basically, there's nothing preventing you from doing queing to a hunt group in both CCM or CME.



Mystral (Ty) Massé
Network Analyst
University of Texas Health Center

 

[whykap]

upgrade your ccm to 4.2 as this version supports hunt group queueing. That way you do not need IPCC or any other product. That is the fastest,cheapest way to emulate a call center without having one.