Useing Unity 4 to que calls 1

[BabySmurf]

Folks

Is there a way to use Unity 4 to cue calls for a department number? Can anyone shed some light on this.

Thanks for your help

 

[pndscm]

Yes there is. Build a mailbox for the Dept number. Click the Call Transfer link and set it to ring the subscriber phone. Select the Supervised Transfer button Set the Rings to wait for less than what is set in Call Manager for CFNA. Select Ask Caller radio button under the If the call is busy option and Save the config. Callers will be asked if they want to leave a message or be placed on Hold. It will give them the number of callers ahead of them and if they want to leave a message every 30 seconds. I seem to remember 1 caveat like the first caller in queque gets beeps and then all others get MOH.

 

[Iwontremember]

this would be handy, but for the life of me i can not get it to work! i used my own number but it still just goes to vm.

Hope this helps.

 

[pndscm]

Did you set the Wait for Ring to be < what your Extensions is set to go to VMail? I did this once a long time ago and it worked. Haven't used it lately.

If you still have problems repost and I'll set it up again on my phone.

 

[Iwontremember]

yes, set to 4 and when I'm otp it still just goes to my voice mail

Hope this helps.

 

[Iwontremember]

pndscm, were you able to recreate this? this would be great for a department who thinks they need a call center.

Hope this helps.

 

[pndscm]

I won't be back in the office until Friday. I'll try it then.

 

[pndscm]

OK, here's the thing I forgot to mention. Actually it isn't in the book that I referenced either. I think the call has to be transferred to make it work. A direct call into the mailbox doesn't seem to trigger it.
My subscriber that is using Unity to queue calls is 2116. I have his Busy Trigger set to '1'.
I then built a CallHandler 2222 and did the above settings on the CallHandler and set it to Ring Extension 2116. I placed an call 2116 and made it busy. Then I called into Unity and hit the CallHandler, either by dialing 2222 from the Opening Greeting or making it an option off a Subscriber mailbox and it said that the extension was on the phone, press 1 to hold,etc. It told me how long I had been holding and how many calls were in front of me. Prompts me every 30 seconds to see if I want to stay on hold or leave a message.
Here's a not so good 'feature' though. 1st person in queue gets blips of MOH from CallManager, 2nd person in queue gets good MOH from Unity(?). It's a different MOH so I have to assume it comes from Unity.
I tried this on Unity 4.05 and Unity 5.0 with UCM 6.1.3. I don't know it this would work for a Hunt Group or not. If I get bored I may try it. If it does work, you could build a CallCenter without IPCC if you don't need statistics.

Hope this helps someone.

 

[pndscm]

One other downside, while the calls are in queue, it ties up a Voice Mail port so if you are running near capacity, this may not be a good idea.

 

[Iwontremember]

thx for taking the time.



Hope this helps.

 

[pndscm]

No Problem, you have helped me in the past. I wanted to be sure what I was telling you still worked.