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Cisco Unified Communications Manager(CUCM) 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.
This section describes the basic function of native call queuing prior to the enhancement in CUCM 11.5
When a call comes in and reaches the hunt pilot, these functions are provided:
Call queuing works in conjunction with existing hunt pilots, but there are no changes in the behavior of the hunting operation for either queuing or nonqueuing hunt pilots. Hunt pilots that have call queuing enabled provide the following features:
With the working of call queuing as described there were many instances where the end user would hear dead air or silence during the initial announcement, thus causing the user to think that the call was not successful. This situation would arise when one end could not be able to support early media in the call.
Starting with Cisco Unified Communications Manager Release 11.5, you can configure the inbound calls to
change to the connected call state before playing the queuing announcement, while the call is extended to a
hunt member in the queuing-enabled hunt pilot.
The new Connect Inbound Call before Playing Queuing Announcement check box is added to the following
trunk and gateway configuration windows :
Once the user checks this box, CUCM will send 200OK after the 100Trying in case of SIP and in case of H323/MGCP CUCM will send a Connect in the Hunt Pilot call flow. This will ensure that the user can hear the initial announcement instead of silence or dead air in case the other end is not able to support Early Media.
Below are the configuration snapshots with the newly added parameter on the CUCM
The below section focuses on the differences seen in the trace files when the "Connect Inbound Call before Playing Queuing Announcement" is checked and unchecked.
SIP Normal Call Flow
Incoming Invite to the CUCM
00455394.002 |18:33:30.036 |AppInfo |SIPTcp - wait_SdlReadRsp: Incoming SIP TCP message from 10.127.227.7 on port 55522 index 16 with 1182 bytes:
[14599,NET]
INVITE sip:0000@10.106.111.105:5060 SIP/2.0
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: <sip:888819@10.127.227.7>;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813
To: <sip:0000@10.106.111.105>
.
.
//Truncated Output
100 Trying Sent
00455398.001 |18:33:30.037 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 55522 index 16
[14600,NET]
SIP/2.0 100 Trying
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: <sip:888819@10.127.227.7>;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813
To: <sip:0000@10.106.111.105>
.
.
//Truncated Output
Digit Analysis takes place
00455415.007 |18:33:30.038 |AppInfo |Digit analysis: match(pi="2", fqcn="", cn="888819",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00455415.008 |18:33:30.038 |AppInfo |Digit analysis: analysis results
00455415.009 |18:33:30.038 |AppInfo ||PretransformCallingPartyNumber=888819
|CallingPartyNumber=888819
|DialingPartition=
|DialingPattern=0000
|FullyQualifiedCalledPartyNumber=0000
Allocate Annunciater for the Initial Announcement
00455426.001 |18:33:30.039 |AppInfo |QueueControlCdrc(17) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00455432.001 |18:33:30.039 |AppInfo |MediaResourceCdpc(22)::waiting_MrmAllocateAnnResourceReq - CI = 21438416
Media Negotiation takes place for initial announcement
00455454.001 |18:33:30.041 |AppInfo |ARBTRY-ConnectionManager-wait_MediaConnectRequest(21438414,21438416)
00455478.001 |18:33:30.041 |AppInfo |ARBTRY-ConnectionManager- wait_MediaConnectReply(21438414,21438416)
183 Session Progress sent for early media with SDP a=sendonly
00455494.001 |18:33:30.143 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 55522 index 16
[14601,NET]
SIP/2.0 183 Session Progress
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4e222dea4e0
From: <sip:888819@10.127.227.7>;tag=107999~6c65cba7-94a0-4069-84c7-4774aecf0647-33198813
To: <sip:0000@10.106.111.105>;tag=4705~8b68bd5c-f78f-44c5-b1ce-8ea93a8efbb6-21438414
.
.
//Truncated Output
.
.
v=0
o=CiscoSystemsCCM-SIP 4705 1 IN IP4 10.106.111.105
s=SIP Call
c=IN IP4 10.106.111.105
t=0 0
m=audio 4000 RTP/AVP 0 8 18
a=X-cisco-media:umoh+ConnSendOnly
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=sendonly
SIP Call Flow with "Connect Inbound Call before Playing Queuing Announcement" checked
Incoming Invite to the CUCM
00452822.002 |18:22:22.842 |AppInfo |SIPTcp - wait_SdlReadRsp: Incoming SIP TCP message from 10.127.227.7 on port 56658 index 14 with 1182 bytes:
[14494,NET]
INVITE sip:0000@10.106.111.105:5060 SIP/2.0
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: <sip:888819@10.127.227.7>;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808
To: <sip:0000@10.106.111.105>
.
.
//Truncated Output
100 Trying sent
00452826.001 |18:22:22.843 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 56658 index 14
[14495,NET]
SIP/2.0 100 Trying
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: <sip:888819@10.127.227.7>;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808
To: <sip:0000@10.106.111.105>
.
.
//Truncated Output
Digit Analysis takes place
00452843.007 |18:22:22.844 |AppInfo |Digit analysis: match(pi="2", fqcn="", cn="888819",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00452843.008 |18:22:22.844 |AppInfo |Digit analysis: analysis results
00452843.009 |18:22:22.844 |AppInfo ||PretransformCallingPartyNumber=888819
|CallingPartyNumber=888819
|DialingPartition=
|DialingPattern=0000
|FullyQualifiedCalledPartyNumber=0000
Annunciater allocated for Initial announcement
00452854.001 |18:22:22.845 |AppInfo |QueueControlCdrc(15) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00452860.001 |18:22:22.845 |AppInfo |MediaResourceCdpc(19)::waiting_MrmAllocateAnnResourceReq - CI = 21438406
Media Negotiation for the initial announcement
00452882.001 |18:22:22.846 |AppInfo |ARBTRY-ConnectionManager-wait_MediaConnectRequest(21438404,21438406)
00452906.001 |18:22:22.847 |AppInfo |ARBTRY-ConnectionManager- wait_MediaConnectReply(21438404,21438406)
200 OK with SDP a=sendonly sent instead of 183 session progress thus connecting the call rather than an early media.
00452928.001 |18:22:22.848 |AppInfo |SIPTcp - wait_SdlSPISignal: Outgoing SIP TCP message to 10.127.227.7 on port 56658 index 14
[14496,NET]
SIP/2.0 200 OK
Via: SIP/2.0/TCP 10.127.227.7:5060;branch=z9hG4bK4d2425c95ba
From: <sip:888819@10.127.227.7>;tag=107977~6c65cba7-94a0-4069-84c7-4774aecf0647-33198808
To: <sip:0000@10.106.111.105>;tag=4690~8b68bd5c-f78f-44c5-b1ce-8ea93a8efbb6-21438404
.
.
//Truncated Output
.
.
v=0
o=CiscoSystemsCCM-SIP 4690 1 IN IP4 10.106.111.105
s=SIP Call
c=IN IP4 10.106.111.105
t=0 0
m=audio 4000 RTP/AVP 0 8 18
a=X-cisco-media:umoh+ConnSendOnly
a=rtpmap:0 PCMU/8000
a=rtpmap:8 PCMA/8000
a=rtpmap:18 G729/8000
a=fmtp:18 annexb=no
a=sendonly
H323 Normal Call Flow
Incoming H323 Setup Message
00091345.011 |09:03:06.341 |AppInfo |SPROCRas - {
h323-uu-pdu
{
h323-message-body setup :
{
protocolIdentifier { 0 0 8 2250 0 5 },
sourceAddress
{
dialedDigits : "999919",
h323-ID : {"999919", {0, 0, 0, 0}, ...}
.
.
//Truncated Output
Digit Analysis takes place
00091367.006 |09:03:06.384 |AppInfo |Digit analysis: match(pi="2", fqcn="", cn="999919",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00091367.007 |09:03:06.384 |AppInfo |Digit analysis: analysis results
00091367.008 |09:03:06.384 |AppInfo ||PretransformCallingPartyNumber=999919
|CallingPartyNumber=999919
|DialingPartition=
|DialingPattern=0000
Annunciator Allocated for initial announcement
00091378.001 |09:03:06.388 |AppInfo |QueueControlCdrc(1) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00091384.001 |09:03:06.388 |AppInfo |MediaResourceCdpc(1)::waiting_MrmAllocateAnnResourceReq - CI = 25333775
Call Proceeding Message sent
00091386.005 |09:03:06.389 |AppInfo |{
h323-uu-pdu
{
h323-message-body callProceeding :
{
protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output
Media Negotiation takes place for the initial announcement
00091407.001 |09:03:06.392 |AppInfo |ARBTRY-ConnectionManager-wait_MediaConnectRequest(25333773,25333775)
00091447.001 |09:03:06.411 |AppInfo |ARBTRY-ConnectionManager- wait_MediaConnectReply(25333773,25333775)
H323 Progress message sent for early media, which is followed by the H245 messages for media negotiation
00091456.005 |09:03:06.411 |AppInfo |SPROCRas - {
h323-uu-pdu
{
h323-message-body progress :
{
protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output
H323 Call flow with the "Connect Inbound Call before Playing Queuing Announcement" checked
Incoming setup message to the CUCM
00092572.010 |09:07:25.234 |AppInfo |SPROCRas - {
h323-uu-pdu
{
h323-message-body setup :
{
protocolIdentifier { 0 0 8 2250 0 5 },
sourceAddress
{
dialedDigits : "999919",
h323-ID : {"999919", {0, 0, 0, 0}, ...}
},
.
.
//Truncated Output
Digit Analysis takes place
00092594.006 |09:07:25.236 |AppInfo |Digit analysis: match(pi="2", fqcn="", cn="999919",plv="5", pss="", TodFilteredPss="", dd="0000",dac="0")
00092594.007 |09:07:25.236 |AppInfo |Digit analysis: analysis results
00092594.008 |09:07:25.236 |AppInfo ||PretransformCallingPartyNumber=999919
|CallingPartyNumber=999919
|DialingPartition=
|DialingPattern=0000
Annunciator is invoked for initial announcement
00092605.001 |09:07:25.236 |AppInfo |QueueControlCdrc(2) - get_call_info_SsCallInfoRes, huntPilotQueueProfile.alwaysplayinitialannouncement=1
00092611.001 |09:07:25.237 |AppInfo |MediaResourceCdpc(2)::waiting_MrmAllocateAnnResourceReq - CI = 25333779
H323 Proceeding message sent out
00092612.005 |09:07:25.237 |AppInfo |{
h323-uu-pdu
{
h323-message-body callProceeding :
{
protocolIdentifier { 0 0 8 2250 0 5 },
.
.
//Truncated Output
Media negotiation takes place
00092634.001 |09:07:25.238 |AppInfo |ARBTRY-ConnectionManager-wait_MediaConnectRequest(25333777,25333779)
00092674.001 |09:07:25.240 |AppInfo |ARBTRY-ConnectionManager- wait_MediaConnectReply(25333777,25333779)
Connect message is sent out instead of H323 Progress message placing the call in connected state rather than early media. The H245 messages will be exchanged post this message.
00092686.006 |09:07:25.240 |AppInfo |SPROCRas - {
h323-uu-pdu
{
h323-message-body connect :
{
protocolIdentifier { 0 0 8 2250 0 5 },
h245Address ipAddress :
{
ip '0A6A6F69'H,
port 34408
},
.
.
//Truncated Output
There is currently no specific troubleshooting information available for this configuration.