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CME Basic Automatic Call Distribution and Auto-Attendant Service (B-ACD)

CME Basic Automatic Call Distribution and Auto-Attendant Service (B-ACD)

What is B-ACD? This is a feature within Cisco Unified CME which provids basic call handling service and queuing service. When an incoming call is arrived at CME, the call is routed to an IVR where the customer may hear Prompts like “Press 1 for Sales”, “Press 2 for Advertisement”, “Press 3 for Operator”. If the caller press 1, the call is routed to Sales Department and the agent can pick the call. If the Agent is busy, the call will be placed to Queue until the agent is free or may route to voicemail box(if available).
How to achieve this configuration:-
(Before we begin i assume that you have setup a CME with basic telephony functionality and few phones registered)
Our Scenario:- Caller will dial the number 5000 which will hit the script and play a prompt to the caller.  Once the prompt is played, caller will choose Option 1/Option 2 based on the requirement and the call will be routed to the group once the DTMF digit is entered.
Phone A – 1000,  Phone B – 1001,  Phone C – 1002
Option 1 for Sales – 1000, 1001 (Agents)
Option 2 for Advertisement – 1001, 1002 (Agents)

Pre-Requisites
Ensure that the TCL file and audio files are downloaded in your system. If not, try to search it in Cisco Website “cme-b-acd-3.0.0.2.zip” and download the file.
Upload the files which is inside the .zip to the router’s Flash:
TCLFiles-Flash
Once the files are uploaded, now you need to begin with the configuration.
Configuration
application
  service queue flash:app-b-acd-3.0.0.2.tcl
  param queue-len 15
  param aa-hunt1 7000
  param number-of-hunt-grps 2
  param aa-hunt2 7050
  param queue-manager-debugs 1
  !
  service aa flash:app-b-acd-aa-3.0.0.2.tcl
  paramspace english index 1
  param number-of-hunt-grps 2
  param handoff-string aa
  param dial-by-extension-option 3
  paramspace english language en
  param max-time-vm-retry 2
  param aa-pilot 5000
  paramspace english location flash:
  param second-greeting-time 60
  param welcome-prompt bacd_welcome.au
  param call-retry-timer 15
  param max-time-call-retry 600
  param voice-mail 4005
  param service-name queue
dial-peer voice 301 voip
 service aa
 incoming called-number 5000
 dtmf-relay h245-alphanumeric
 codec g711ulaw
 no vad
!
dial-peer voice 300 voip
 destination-pattern 5000
 session target ipv4:10.1.1.50
 dtmf-relay h245-alphanumeric
 codec g711ulaw
 no vad
ephone-hunt 1 sequential
 pilot 7000
 list 1000, 1001
 timeout 10
!
!
ephone-hunt 2 sequential
 pilot 7050
 list 1001, 1002
 timeout 10

You have to relaod the service using following commands in enable mode, not config mode.
call application voice load <word>

Now Dial the number 5000 from your phone and you will hear an IVR Menu Prompts.  For respective department, press 1 or 2 based on the requirement and see the call routes to the hunt list.

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Approved
Claudio Quiroz Cabello

Electrical Engineer CCNA Collaboration CCNA Voice CCNA R&S. I'm Electrical Engineer and I work like Support Engineer for a Telephony Service Provider Company. Before that I had position like Pre-Sale Engineer about small and medium multivendor telephony solutions. I have 5 years of experience working in Telephony Multivendor Projects. I am also 3 years of experience working in Support and implementation about Cisco Collaboration platforms: UCS server, UCM, Cisco Unity, Presence Server, Jabber, Gateway. Support Community is most useful in finding design, implementation and support tricks and shortcuts that greatly help me in my daily activities. If you need to contact me, please you can writte me.

Approved
Kanishka Singh

CCNA Routing and Switching
Am a technology enthusiast. I work in network support providing support with implementation, maintaining and precisely troubleshooting the infra.
Realm of collaboration makes me want to learn and face new challenges more and more.

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