i've created this blog as a storage for random tech notes i've found useful and may help others at the same time. i've joked that it's not possible to know everything but i'm google certified and can find just about anything i need using google. it's worked time and time again. anyway i hope you find this info useful if not that's fine too as it's really intended for me anyway :) -- google certified

Tuesday, June 28, 2011

Cisco CME overlays

Update:
The config below has the overlay DN’s as single line DN’s. This restricts the users ability to transfer calls to cold transfers only. In order to do a warm transfer the DN’s have to be configured as a dual-line DN. And then each DN needs to have the huntstop channel command to keep calls from rolling over to the second line on a phone.



I support different technologies for different clients and recently had an odd request. The client wanted to calls that come in before 9AM to automatically roll to an auto attendant since they do not start servicing patrons until 9AM. Seemed easy enough? Calls flow in to a hunt group so just modify the DN’s that are part of the hunt group and set a night service option and set the night service to be active until 9AM. Problem is that with the night service active those phones don’t ring at all until 9AM. So if internal users called those numbers it went direct to the AA.
The best solution for this case is to create a new set of DN’s that have the same number configured and assign those as overlays on those phones. Then configure those DN’s with a night service that way calls that roll to this new number before 9AM roll directly to the AA but those users can still make/receive calls to their primary direct number.
Below is the portion of the config that is relevant.
This is the night service config:

telephony-service
night-service day Sun 08:00 08:59
 night-service day Mon 21:00 08:59
 night-service day Tue 21:00 08:59
 night-service day Wed 21:00 08:59
 night-service day Thu 21:00 08:59
 night-service day Fri 18:00 08:59
 night-service day Sat 17:00 08:59

This is the first hunt group that calls come into. The * is one wildcard slot for the primary operator. This gives her the option to log on and off of the first hunt group for lunch and breaks. If she’s not logged on calls automatically roll to the next hop which in this case is the DN that is used in the overlay.

ephone-hunt 1 sequential
 pilot 1040
 list *
 final 1043
 timeout 12

This is part of the DN’s for the overlay number. Main thing here is make sure the number is the same on all the DN’s. Also you need to have as many DN’s as active calls you want to handle. Meaning if you only have 3 DN’s configured only three active calls can be active for that number and the fourth will route to the noan call-forward. You’ll also set a different preference for each DN. Each DN will have the no huntstop command the last DN will have huntstop. Since the whole point of this is to config night service we configure each for call-forward night-service and the number to forward them to. In this case it’s the default AA which has time of day rules. The night-service bell command turns this feature on.

ephone-dn  96
 number 1043
 name Backup Operators
 preference 6
 call-forward night-service 1021
 call-forward noan 1021 timeout 20
 no huntstop
 night-service bell
!
!
ephone-dn  97
 number 1043
 name Backup Operators
 preference 7
 call-forward night-service 1021
 call-forward noan 1021 timeout 20
 night-service bell
!

Here is the part of the config on how to apply the overlay to the phones. You have the option to use the different options like : o c and so on between the button and the numbers for that button.  In my case when I attempted to use the o for a standard overlay it kept locking up the phones that missed the call. Not sure why but it was odd so I just went ahead and used the c for overlay with call waiting which is more of what they wanted anyway.  In this case I have an ephone-template with some options configured. The important thing here is to define the button with first their primary number and then all the DN’s that are part of the overlay so the phone can answer a call to anyone of the DN’s for rollover type function.

ephone  11
 mac-address F866.F2F6.A687
 ephone-template 1
 max-calls-per-button 2
 type 6921
 button  1c17,92,93,94,95,96,97

That’s pretty much it. This seems pretty easy but took me a little while to get the theory to work out in real life so here you go.

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