See the video: How to hunt group!
Continuing from my last post: How Create a Hunt Group in CUCM 9 Part 2
Now that we have created our Line Group and Hunt List, we can proceed to create our Hunt Pilot. Navigate in the menu bar to Call Routing>Route/Hunt>Hunt Pilot
Click “Add New”
There are obviously some configurations you can make beyond the basic config but what I will show you is just to get you up and running. Enter the info below:
Hunt Pilot: This is the number that will be dialed to reach the Hunt ListàLine Group.
Route Partition: Put in respective Route Partition that has access to everything you need!
Description: Be descriptive
Hunt List: Select the Hunt List we just created.
Alerting Name: A new feature to CUCM 9, you can have Hunt Pilot identify itself to the users. A fantastic feature.
ASCII Alerting Name: Same thing but ASCII!
Now here is where it gets fun. You can choose between two options in how the calls are handled when no one is available. 1, you can forward “No Answer” and “Busy” to another extension or voice mail. This is the most common as it used to be the only option. 2, you can actually queue the call. Yes, you can QUEUE the call! It is a cool feature but you have to make sure you make things work just right. I’ll go over that here in a second.
So, to configure the forward settings:
Forward Hunt No Answer
Check the “Forward Unanswered Calls to”
Destination: Enter the destination you would like to forward “No Answer” calls to. This can be another extension, or like my config, can be your voice mail server. 7777 is a Hunt Pilot that utilizes my voice mail ports.
Calling Search Space: Make sure you have your CSS set correctly!
Maximum Hunt Timer: You can set how long the calls will ring or “hunt” here. I usually leave it blank because my Hunt Lists and Line Groups aren’t very large and I want them to go through the entire process.
Forward Hunt Busy
Pretty much the same story as “No Answer”
Now we will configure Queueing.
Check the box “Queue Calls”. You will notice that by doing this the Forward options are grayed out.
Everything else is pretty basic. You are simply configuring what you want to happen when your queue is full or the maximum wait time is met. DON’T FORGET YOUR CSS!
A GOTCHA with queueing and why I can rarely use it with my Hunt Groups.
You cannot use “Broadcast” routing. You have to use Circular, longest idle, or top-down.
AUTOMATICALLY LOGOUT HUNT MEMEBR ON NO ANSWER
You must set the “Automatically Logout Hunt Member on No Answer” setting on the Line Group. With this setting enabled, line group members who don’t answer the phone will be logged out of the Hunt Group. The problem with that is they need a way to see that they have been logged out and be able to log back in. This would involve dedicating one of the buttons on their phone to the “Hunt Group Logout” function, which I will cover in a later post.
What Happens when I don’t enable the “Automatically Logout Hunt Member on No Answer” setting?
The call will never queue. When a call hits a line group member and they don’t answer, the call will obey the “No Answer” routing rules and route to the destination you have set.
The rest of the settings really aren’t Hunt Pilot specific unless you will be doing some translations. If you area all done, click “Save” and you are good to go, sir!
You have now created a Line Group, Hunt List and Hunt Pilot, which together comprise a Hunt Group. You can expand this by creating additional line groups associated with your Hunt List or creating additional Hunt Lists to associate with different Hunt Pilots…..and so on. You have a lot of options to solve your organizations call routing needs!!
If you have any questions, please don’t hesitate to ask!!! I’ll be creating a companion video to this as well.