Hunt Pilot Configuration #

Each Hunt Pilot that you’d like to configure needs to be configured with an Alerting Name and Queue Calls and Display Line Group Member DN as Connected Party need to be Enabled. Enabling Call Queuing will affect the caller’s experience when dialing in to that Hunt Pilot.  These permissions must be configured on all members of the UCM cluster responsible for handling queues.

1. Navigate to Cisco Unified CM Administration -> Call Routing -> Route/Hunt -> Hunt Pilot.
   
2. Search for the Hunt Pilot that needs to be modified and click on its Name.
3. Fill in Alerting Name with the name you would like to show up on the NCQ Widgets.
   
4. Under Queueing, enable Queue Calls.  This is something you may want to do after hours.
   
5. Under Connected Party Transformations, enable Display Line Group Member DN as Connected Party.
   
6. Click Save.

DN and Device Configuration #

Each DN needs to be configured with an Alerting Name and to Allow Control of Device from CTI
Each Associated Device needs to be configured to Allow Control of Device from CTI and be assigned to the Application User

1. Navigate to Cisco Unified CM Administration -> Call Routing -> Directory Number.
2. Search for the DN that needs to be modified and click on the number.
3. Fill in Alerting Name with the name you would like to show up on the NCQ Widgets.
4. Enable Allow Control of Device from CTI
   .
5. Click Save.
6. For each associated device
   • Click the Device Name -> Edit Device.
     

• • Enable Allow Control of Device from CTI.
  • Click Save.
    

Application User Configuration #

Create Access Control Group #

An Access Control Group is required with the specified Roles below.

1. Navigate to Cisco Unified CM Administration -> User Management -> User Settings -> Access Control Group.
   
2. Click Add New.
3. Suggested Name: ISI Analytics.
   
4. Click Save.
5. In the dropdown at the top-right, next to Related Links, select Assign Role to Access Control Group and click Go.
   
6. Click Assign Role to Group.
7. 
8. Click Find to list all available Roles.
9. Select the following required roles and click Save.

Note:  ISI Analytics will be unable to retrieve data without these roles enabled

Create Application User #

1. Navigate to Cisco Unified CM Administration -> User Management -> Application User.
   
2. Click Add New to create a new application user.
3. Create a UserID and Password.
   
4. Scroll to Permission Information and click Add to Access Control Group.
   
5. Select the Access Control Group that was just created and click Add Selected.
6. Click Save.

Assign Devices to an Application User #

Native Call Queuing Statistics are calculated based on the events of agent’s devices. Every device associated with a Hunt Pilot must be assigned to the Application User. The Application User cannot access the devices unless they are assigned to the user. Native Call Queuing will only monitor devices associated with Hunt Pilots; it will not try to monitor every device assigned to the Application User. 

Once Native Call Queueing is deployed on your Cloud Connect server, the CUCMView program will generate a list of devices that are not assigned to the Application User and are needed for Native Call Queueing. This list will help maintain the list of Devices going forward. 

There are 2 ways you could assign devices:

1. Assign All Devices: Select a device from the Available Devices list, then press Ctrl + A to select all available devices, Click the Down Arrow to associate all devices.
   
2. Assign Specific Devices: Use the Device Association button to find and select specific Devices.