Cisco Call Queuing Setup - assistance requested
Posted on 2013-06-11
We are attempting to setup a standardized call routing for our dealerships with our new Cisco Call Manager 9.1.
We would like to use a new(?) feature - Call Queuing - but our Cisco partner is having some difficulty setting it up. We have Cisco IP Phones models 7940&7960. Partner is indicating issues due to a Cisco 'bug'. We would like to explore if anyone else is/has experienced this(these) issue(s) and possible setups/solutions.
At each location, we would like the calls to route into 3 groupings:
1-Receptionists, 2-Receptionists+Managers, 3-Receptionists+Managers+BDCgroup
We would like the Receptionists' phones to have the ability to log out of their hunt(line) group(s).
We would like calls to ring each group to ring for 30 seconds.
We would like calls to hear music-on-hold rather than ringing.
Unanswered calls should route to a group voicemail box.
The experienced 'bug' was line groups in the associated hunt lists being 'skipped' over. Partner Explanation: (paraphrased) Cisco TAC has indicated that 7940/60 phones are no longer supported, and simply respond too slowly to avoid the 'unavailable' flag in their Line Group. This may or may not be related to additional 'strain' from being able to login/out of hunt groups.
Our partner is still working on this, but for the time being we've had to do without Call Queuing.
Any comments in this vein would be appreciated.