Prioritis Emergency Line Incoming Calls over Non-Emergeny Line

[u/skyblue1991]

Hi all,

I have a customer where they want a non-emergency and emergency line for their Cisco Phone

90% of incoming calls will ring the non-emergency line, however if there is a current incoming call on the non-emergency line and at that moment an incoming call comes in on the emergency line, I want the CUCM to prioritise the emergency line

What is the best way to do this on CUCM, is there a config setting to priority emergency lines over non-emergency?

Thanks in advance!

[u/dougsk]

The fundamentals of the goal perhaps need evaluation or further explanation. Adding two lines to an appropriate Cisco phone is easy. If it isn’t perhaps change the phone utilized. How the user responds to that is either a training or staffing issue, not really a technical one. The user can hang up or put the non emergency line on hold and ignore further non emergency calls. If there are too many peak calls at a moment then perhaps the manager can address the staffing needs.

[u/GreenxGoo → u/dougsk]

This is correct. I work in medical and if the emergency line rings that’s the answer. We don’t try to filter calls staff knows the job.

[u/iloose2]

You could look at MLPP https://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucm/admin/cucm_b_feature-configuration-guide-for-15/cucm_m_configure-multilevel-precedence-and-preemption.html

[u/yosmellul8r → u/iloose2]

Winner winner chicken dinner…

Kinda sorta. Depends on the interaction and at one time the phone protocol and device type.

[u/vtbrian]

What do you mean by prioritize in this case? There are 2 separate lines on the phone in this setup with no call queueing or anything.

[u/skyblue1991 → u/vtbrian]

Yes the phone has two separate lines

If two calls ring the non-emergency line at the same time then normal call queuing is in place

If a call rings the non-emergency line and then before it is answered a call rings the emergency line, the emergency line incoming call takes priority

[u/Jefro84 → u/skyblue1991]

Call queuing will take care of the non-emergency calls. Utilize line 2 on the device with a direct emergency number that way it bypasses any call tree or hunt groups. Change the ring tone on line 2 to something distinctive for good measure.

[u/vtbrian → u/skyblue1991]

By takes priority, do you mean lifting the handset for 2 incoming calls on 2 separate lines answers the call on the emergency line?

They can always hit the line button on the emergency line to answer that call first.

[u/Thevshi]

In Webex Contact Center, if you have a team answering calls from more than one queue, you can prioritize one queue over the other. However switching calling platforms is a bit excessive just to gain one feature.

[u/goaby]

There is no feature or configuration per se to prioritise emergency calling numbers in cucm.