Question on Hunt Pilot

[N1T15H]

Hello All,

Been a while since I last came here ...

I have a small doubt.

I have many Hunt Pilot configured here. I want to have an alerting name so that when any extension is calling on the HP, they get to see the name.

I am currently on 7.1.5.30000-1

I am not sure whether my call manager version supports for it, or not ...
any views ?

Nitish/.

 

[HmmG3]

I believe starting with version 8, they added an Alerting Name field to the HP settings. I haven't tested it myself yet, but I believe that will provide a name while the for the caller to see while the HP is ringing.

 

[N1T15H]

hmmm, thanks ..

but then, no other way for coming up with it on my version ?

I was thinking about this:
if i create a CTI and a dummy DN with same number as the HP, put a FWDall towards the HP ... i think ill try it.


Another question,
is it possible to have a custom voice to be played while the HP is ringing ?
something like "Please hold the line while someone from our IT Service Desk takes the call" to be played in loop during.

Thx

 

[HmmG3]

No prompting unless you have an IPCC or Unity to deliver the prompt before transferring to the HP. However, in CallManager 9, Cisco lists this as a new telephony feature:
Native queuing allows users to queue calls to hunt pilot using top-down, circular, longest-idle, and broadcast methods. It also provides the flexibility to configure queue depth and hold time, play unique announcements and Music on Hold (MoH), log in and log out users from a queue and basic queue statistics (from the phone).

 

[vnetmanager]

If CUCM is going to provide ACD functionality as listed in the post, why purchase Contact Center?

JB

 

[HmmG3]

There are plenty of other "basic" ACD features that many need and are not included, so IPCC will still be around for a long time (I won't be able to decommission any of mine after we upgrade to version 9). Still, it's nice to have features like that included with CUCM for those with small/simple groups that may want some ACD features but not have to purchase an IPCC.

 

[whykap]

uccx is way more powerful than the 9X build in acd functionality. If all you need is basic call queueing then 9X will do. But for a ture call center that needs cti integration, agent monitoring, customized scripting, reporting then uccx is a must.
Dont be mislead that it will replace uccx.