/mcpC H A P T E R 60 Configure Call Queuing • Call Queuing Overview, on page 737 • Call Queuing Prerequisites, on page 739 • Call Queuing Task Flow, on page 739 • Call Queuing Interactions, on page 746 • Call Queuing Restrictions, on page 746 • Performance and Scalability for Hunt Pilots with Call Queuing, on page 747 Call Queuing Overview Unified Communications Manager provides Call Queuing to place callers in a queue until hunt members are available to answer them. An administrator can set the default so callers receive an initial greeting announcement before the call is extended to an agent or the default can be changed so the initial announcement plays only after the caller is put in the queue followed by Music On Hold or Tone On Hold. If the caller remains in queue for a specified period of time, a secondary announcement is played at a configured interval until the call can be answered or until the maximum wait timer expires. When an incoming call reaches the hunt pilot, the following functions are provided: • A caller may be connected to an initial customizable greeting announcement before proceeding. • If one or more line members are logged in to the hunt pilot and are in an idle state, and if no calls are queued, the call is extended to the line member that has been idle for the longest period of time. • If no line members answer a call, that caller is not placed in queue. The call is routed to a new destination or disconnected, based on the setting When no hunt members answer, are logged in, or registered. • If a line member does not answer a queue-enabled call, that line member is logged off the hunt group only if the setting Automatically Logout Hunt Member on No Answer is selected in the Line Group setting window. • Calls are placed in queue only if all members are busy. • A caller who is waiting in queue may hear Music On Hold and a repeating (customizable) periodic announcement. • After a line member becomes idle, the caller with the longest wait time across multiple hunt groups is extended to the idle line member. If the idle line member does not answer the call, the caller is returned to the previous position in the queue. Feature Configuration Guide for Cisco Unified Communications Manager, Release 15 and SUs 737