How to create a Hunt Group in Call Manager 9 (CUCM) | Part 1

Check out the video: How to Hunt Group!

What are Hunt Groups?

You can compare Hunt Groups to a distribution group in email. One number that sends a call to multiple extensions/DNs.

In what situation would I use this?

Hunt Groups are great when you don’t have a full blown contact center solution like UCCX but you still want to have the same sort of functionality. For example, the Apple Sales Group is a 7 member team. They have given out one number on their website and they need that number to ring every member on their team to make sure the call is handled in a timely manner. A common solution to this would be assigning the same extension to each phone (a shared line). This is a good solution but a Hunt Group is much cleaner, provides multiple routing options and even gives you some queuing functionality.

Like everything Cisco, creating Hunt Pilots is hierarchical process. I’ll be walking you through creating a Line Group, Hunt List and Hunt Pilot.

Login to the Cisco Unified CM Administration piece of CUCM.
On the menu bar, go to Call Routing>Route/Hunt>Line Group.

Click “Add New”




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Enter in the following information:

Line Group Name: (Whatever name you want!)

RNA Reversion Timeout: (How many times do you want this sucker to ring? 10 seconds by default, which equals about 3 rings)

Distribution Algorithm: This is where you decide how you want these calls routed. You have these 4 options:

  1. Top Down
    1. Pretty straightforward. It will ring the numbers in your list from the top to the bottom, according to the order you have set.
    2. Circular
      1. Duck…duck….goose!…It will ring in a circular pattern, picking up where the last call pickup left off.
      2. Longest Idle Time
          1. This one is my favorite. Whoever has been sitting there looking at their screen for the longest gets the call!

         

        1. Broadcast
          1. Everyone gets the call. Perfect for a sales environment where users compete for the calls coming in.

This is where you get to decide what happens when the call isn’t answered. I typically don’t need to change these settings as they already do what I want them to do. So, you basically have these options, listed in the order Cisco provides (We will cover groups here in a sec):

Next Person>Next Group>Voicemail

Next Person>Voicemail

Next Group>Voicemail

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>Voicemail

This is where you get to add your Line Group members (the users who will accept calls!). You can either select which partition you want to search in or leave it <none> which will search all partitions. Enter the user’s extension, click “Find”, select the number in the appropriate partition and click “Add to Line Group”.

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You should now have a member listed in the “Current Line Group Members” box. Notice the arrows on the side and bottom of the “Selected DN/Route Partition” box. The arrows on the right side allow you to rearrange the order of your Line Group members while the arrows on the bottom allow you to add/remove current members.




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Don’t forget to click the all important “Save” button before proceeding!

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CONTINUE ON TO PART II ——–>