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:

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.

Avinash Karnani

I am working in an IT company and having 10+ years of experience into Cisco IP Telephony and Contact Center. I have worked on products like CUCM, CUC, UCCX, CME/CUE, IM&P, Voice Gateways, VG224, Gatekeepers, Attendant Console, Expressway, Mediasense, Asterisk, Microsoft Teams, Zoom etc. I am not an expert but i keep exploring whenever and wherever i can and share whatever i know. You can visit my LinkedIn profile by clicking on the icon below.

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