Information Technology Reference
In-Depth Information
Other Group Pickup:
Introduced in CUCM v.7, Other Group Pickup allows the ad-
ministrator to set up group associations between Call Pickup Groups. This allows a
phone to pick up a call ringing in a different associated group without having to enter
the other group's number. The OGroup softkey accesses this feature.
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For all Call Pickup implementations, the administrator can configure audio/visual/both no-
tifications on group member phones to indicate that a phone in one of their pickup groups
is ringing. This is particularly useful if the phones are not within earshot of each other.
Call Hunting
A more advanced call coverage system can be built in CUCM using a Call Hunting struc-
ture. Call Hunting allows a single dialed DN (or PSTN number) to distribute calls to sev-
eral phones in sequence. This is typically set up for helpdesk or customer-service groups
that are not very large; large implementations would be better served by a dedicated call-
center application. Call Hunting consists of the following components and configurations:
DNs and voicemail ports:
The ultimate targets of the Call Hunting system. These
are assigned to Line Groups.
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Line groups:
Assigned to Hunt Lists; one or more can be assigned to a single Hunt
List. The line group configuration provides for different hunt algorithms (specifically,
Top-Down, Circular, Longest Idle, and Broadcast) and other hunt options.
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Hunt Lists:
A Hunt List is a top-down ordered list of line groups. Calls flowing
through the Call Hunting system are sent to the first line group in the Hunt List. If no
member of that line group can answer the call, it may be returned to the Hunt List,
which then tries the second line group. This process may repeat until the call is an-
swered, the list of line groups is exhausted, or the caller hangs up.
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Hunt Pilots:
A Hunt Pilot is associated with a Hunt List. The Hunt Pilot may be a
unique DN, a shared line, or a PSTN number.
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During the hunting process, the Call Forwarding configuration of line group members is
ignored; for example, if the DN is busy, the next DN in the line group would be chosen
rather than using the CFB setting for that DN.
Call Park
Call Park allows a user to temporarily attach a call to a Call Park slot (effectively a DN).
Any user can pick up the call by dialing the Call Park number. For example: If Mark is on
the phone with a customer, and the customer asks about the HayBailer 9000 series prod-
uct, Mark can say, “That's LuAnn's product line. Let me find LuAnn for you.” Mark
presses the Call Park softkey, and CUCM displays a message on the phone indicating the
Call Park slot number at which it parked the call. Mark then has to contact LuAnn (per-
haps using a paging system or just yelling across the showroom), tell her the Call Park
number, and LuAnn simply dials that number to pick up the call.
A variation of this feature, called Directed Call Park, requires LuAnn to enter a prefix
code (effectively a password) to retrieve the call.
