Is Call Queuing possible without UCCX/UCCE?

[MitelInMyBlood]

CUCM 8.5(1)
Unity Connection 8.0.2

As the title would suggest, I have an end user asking if we can queue waiting calls against a busy DN (or hunt group) and have calls presented in FIFO order, like you would do with a call center but without the expense of buying UCCX & the hassle of having yet another platform to support. Not looking for any RAD or hype on hold, just basic queuing. These calls are being filtered through a menu tree of cascaded call handlers.

If this is even possible, is there any limit on the depth or size of the queue?

Original MUG/NAMU Charter Member

 

[MitelInMyBlood]

Oh silly me, it's not called "Queuing", is it? I've falling into Cisco's "lets change all the standard nomenclature" trap again.

It's in System Settings > Advanced > Conversations
It's part of the call transfer settings

Shucks, everyone should know that.

grrrrrr....... - see my tail? Notice it ain't waggin'



Original MUG/NAMU Charter Member

 

[whykap]

Did you find what you are looking for then? It sounds like you answered your own question?

 

[MitelInMyBlood]

Yes I did & thanks!!

Original MUG/NAMU Charter Member

 

[Nightowler]

This scenario sounds almost identical to one which I have just been tasked with so I would love to know how the issue was actually resolved. I did my Call Manager IPT course years and years ago (haven't really been involved with it since until starting in this new role). I have never had to go into
System Settings > Advanced > Conversations
not even on the IPT course. Any help greatly appreciated.

 

[MitelInMyBlood]

This is a parameter setting (a large list of parameters actually) in Unity Connection Voice Mail 8x, with nothing to do with call mgr.

With call traffic passing through call handlers (voice mail menu trees) you have the ability to "supervise" the transfer and then if the destination is busy, Unity Connection will allow you to choose how to handle the call from there, ie, send the caller to voice mail or put the caller on hold without asking or ask the caller to hold. In the System > Advanced > Conversation parameters you can specify the wait time in seconds between call transfer attempts (default =5) and the maximum call transfer attempts allowed (default =5) therefore meaning that the maximum hold time would be 25 seconds. Obviously you can tinker with these values, but all due caution is advised because every waiting call is tying up one of your voice mail ports, so obviously you would not want a large queue of waiting calls as you might conceivably have with a contact center. (Even with contact center a waiting call is sitting out there tying up a trunk) - this is why it's adviseable to build a traffic choke of say "X"-number of trunks and then once all those trunks are full you make an alternate route that sends subsequent callers to an intercept message ("sorry all circuits are busy now, please try your call again later") or send the overflow into a voice mailbox for the caller to leave a message.

The important thing is to not expect UCXN to perform the task load of a contact center. If you need UCCE or UCCX, buy it.




Original MUG/NAMU Charter Member