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)

Ensure that the TCL file and audio files are downloaded in your system. If not, try to search it in Cisco Website “” and download the file.
Upload the files which is inside the .zip to the router’s Flash:
Once the files are uploaded, now you need to begin with the configuration.
  service queue flash:app-b-acd-
  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-
  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
  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:
 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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3 Responses

  1. Kaveh Vahidi says:

    Could you please tell how should we run two different IVRs for two different Lines

  2. Mohammad Saeed says:

    Hello Sir, thank you very much for your nice explanation, I tried it but when I press 1 then “1 call in queue” appeared on the phone and if no answer the phone keep ring until answer and I don’t want this one to happen, How can I solve it?

  3. EJ says:

    Nicely written.
    I’m new to B-ACD and wanted to set up for E-SRST call functionality when CUCM or CUC not available
    I can hear Welcome prompt and all options prompts 1-2-3-0, i cankey press and DTMF are seems to be fine audio quality fine as well.
    Issues/ Tweaking needed

    1. Either options when pressing 1 or 2 or 0 calls simply hangs up ( no MOH music heard suspecting something to do with voice hunt groups (we have sip phones and SCCP) i didn’t use ephone-hunt1 instead We can dial voice-hunt groups from phones fine so it is hunting

    2. For Option, 3 can only enter 4 digit extension and gets transferred successfully but when trying actual 6 digits get error prompt.
    Do you know what settings need to be tweaked in order to allow 4 or 6 digits extension at the same time for transfer ?

    Let me know if this something you have experience with and can point me into the right direction

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