Call Coverage in CUCM

Many companies have sale and service division to provide the on call support to their
customers and they handle the several calls from their customers at same time. If
phone operator is not available or busy then the incoming call will drop. Incoming call
should not be dropped and must be attended by someone. Incoming call should keep
alive until somebody receives it.
There are FOUR methods of Call Coverage in CUCM;
1.

Hunt Group

2.

Call Forwarding

3.

Call Pickup

4.

Call waiting

Hunt Group:
It has further four methods to distribute a call in network;
a) Top Down:
For different levels of people in a company, e.g. incoming call will always go to director
if director is busy call will be forwarded to manager.
(If 1st extension is not attended for 1 sec then call will be forwarded to next extension)
b) Circular:
Equal priority for equal employee level; e.g. 1st incoming call to manager-1, 2nd incoming
call to manager-2, 3rd call to manager-3 and 4th call again to manager-1 (if there are 3
extensions in a company)
c) Longest Idle Time:
Time based priority; CM automatically checks which extension is free for longer time
and then forward call to that extension.

Robin Jose
ExpertConnect

Page 1

d) Broadcast:
Call will be forwarded to all extensions anyone can pick up the call.

Its configuration will be from bottom to top

Call receiving will be from top to bottom

Configuration:
Step1:

CREATE GROUP MARKETING AND ASSIGN DN

Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Line Group -> Add New --> Line Group Name (e.g. Marketing) --> RNA Reversion Timeout
(time between extension ringing / call transfer between extensions; default
10sec) --> Distribution Algorithm --> Top Down
Hunt Options (Select default)

Robin Jose
ExpertConnect

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Find Directory Numbers to Add to Line Group --> Select DNs e.g. 1000, 1001,
1002 --> Add to Line Group
Save
CREATE GROUP SALES AND ASSIGN DN
Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Line Group -> Add New --> Line Group Name (e.g. Sales) --> RNA Reversion Timeout (time
between extension ringing / call transfer between extensions; default 10sec) -->
Distribution Algorithm --> Top Down
Hunt Options (Select default)
Find Directory Numbers to Add to Line Group -> Select DNs e.g. 1006, 1007 ->
Add to Line Group
Save.
Step 2: (Creating Hunt List)

Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Hunt List -->
Add New --> Name (Hunt_List) --> Cisco Unified Communications Manager
Group --> Default --> Save.
Step 3: (Add Groups in Hunt List)

Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Hunt List -->
Find --> Select (Hunt_List) --> Add Line Group --> Select Marketing --> Save
Add Line Group --> Select Sales
Save.
Step 4: (Define Hunt Pilot)

Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Hunt Pilot -->
Add New --> Enter 7511111 --> Hunt List --> Select Hunt_List --> Save.

Robin Jose
ExpertConnect

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Step 5: (Testing)

Dial 07511111 for testing

Change Line Group to CIRCULAR
Cisco Unified CM Administration --> Call Routing --> Rout/Hunt --> Line
Group --> Select Marketing --> Change Distribution Algorithm to
CIRCULAR --> Save
Similarly LONGEST IDLE TIME and BROADCAST.

Robin Jose
ExpertConnect

Page 4