BACD default application via CCA

Unanswered Question
Nov 18th, 2009

Is there anyway to customize the BACD default script in CCA or via CLI? The particular client would like to replace the generic "all agents are busy" with a customized "someone will be right with, please continue to hold" message. Is it possible?

One thought was to rename the .au file in flash then name the custom message the original filename.

uc-fh#ren en_bacd_allagentsbusy.au en_bacd_allagentsbusy.au.old

uc-fh#dir
Directory of flash:/bacdprompts/

   83  -rw-       26087   Nov 2 2009 20:07:14 -08:00  app-b-acd-2.1.2.3.tcl
   84  -rw-       37673   Nov 2 2009 20:07:14 -08:00  app-b-acd-aa-2.1.2.3.tcl
   85  -rw-       75650   Nov 2 2009 20:07:16 -08:00  en_bacd_allagentsbusy.au
   86  -rw-       83291   Nov 2 2009 20:07:16 -08:00  en_bacd_disconnect.au
   87  -rw-       63055   Nov 2 2009 20:07:16 -08:00  en_bacd_enter_dest.au
   88  -rw-       37952   Nov 2 2009 20:07:18 -08:00  en_bacd_invalidoption.au
   89  -rw-      496521   Nov 2 2009 20:07:20 -08:00  en_bacd_music_on_hold.au
   90  -rw-      123446   Nov 2 2009 20:07:20 -08:00  en_bacd_options_menu.au
   91  -rw-       42978   Nov 2 2009 20:07:20 -08:00  en_bacd_welcome.au
   92  -rw-       34794   Nov 2 2009 20:07:20 -08:00  en_bacd_xferto_operator.au
  162  -rw-       30426  Nov 16 2009 14:00:06 -08:00  app-b-acd-3.0.0.2.tcl
  163  -rw-       55605  Nov 16 2009 14:00:18 -08:00  app-b-acd-aa-3.0.0.2.tcl
  164  -rw-       75650  Nov 18 2009 11:21:58 -08:00  en_bacd_allagentsbusy.au.old

128184320 bytes total (32305152 bytes free)
uc-fh#ren en_bacd_allagentsbusy.au en_bacd_allagentsbusy.au.old

uc-fh#copy tftp:[insert replacement sound file] flash:en_bacd_allagentsbusy.au

What is the sound format necessary to be compatible?

Assuming this is possible, how do we shut the application and restart after making the changes so the new sound files reload?

Thanks.

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MICHAEL JOHNSON Wed, 11/18/2009 - 14:42

Thanks for the rapid response. There are 2 prompts that play during the default BACD configuration:

The first one says - "Please hold your call is being transferred to the operator."

15 seconds later, a second prompt plays "All agents are busy"

Is the first recording above the "Welcome Prompt" option on the CCA screen (selection is en_bacd_welcome.au) and the second recording above is the "Transfer to BACD Prompt" option on the CCA screen (selection is en_bacd_xferto_operator.au)?

application
  service bacd flash:/bacdprompts/app-b-acd-3.0.0.2.tcl
  param number-of-hunt-grps 10
  param queue-len 30
  param queue-cme-debugs 1
  param aa-hunt1 A589
  !
  service aaservice0 flash:/bacdprompts/app-b-acd-aa-3.0.0.2.tcl
  param aa-pilot 589
  paramspace english index 0
  param drop-through-prompt _bacd_xferto_operator.au
  param second-greeting-time 90
  param welcome-prompt _bacd_welcome.au
  paramspace english language en
  param call-retry-timer 15
  param voice-mail 590
  param max-time-call-retry 305
  param service-name bacd
  param number-of-hunt-grps 1
  paramspace english location flash:/bacdprompts/
  param drop-through-option 1
  param handoff-string aaservice0
  param max-time-vm-retry 3

Directory of flash:/bacdprompts/

   83  -rw-       26087   Nov 2 2009 20:07:14 -08:00  app-b-acd-2.1.2.3.tcl
   84  -rw-       37673   Nov 2 2009 20:07:14 -08:00  app-b-acd-aa-2.1.2.3.tcl
   85  -rw-       75650   Nov 2 2009 20:07:16 -08:00  en_bacd_allagentsbusy.au
   86  -rw-       83291   Nov 2 2009 20:07:16 -08:00  en_bacd_disconnect.au
   87  -rw-       63055   Nov 2 2009 20:07:16 -08:00  en_bacd_enter_dest.au
   88  -rw-       37952   Nov 2 2009 20:07:18 -08:00  en_bacd_invalidoption.au
   89  -rw-      496521   Nov 2 2009 20:07:20 -08:00  en_bacd_music_on_hold.au
   90  -rw-      123446   Nov 2 2009 20:07:20 -08:00  en_bacd_options_menu.au
   91  -rw-       42978   Nov 2 2009 20:07:20 -08:00  en_bacd_welcome.au
   92  -rw-       34794   Nov 2 2009 20:07:20 -08:00  en_bacd_xferto_operator.au
  162  -rw-       30426  Nov 16 2009 14:00:06 -08:00  app-b-acd-3.0.0.2.tcl
  163  -rw-       55605  Nov 16 2009 14:00:18 -08:00  app-b-acd-aa-3.0.0.2.tcl
  164  -rw-       75650  Nov 18 2009 11:21:58 -08:00  en_bacd_allagentsbusy.au.o       ld

128184320 bytes total (32305152 bytes free)

MICHAEL JOHNSON Wed, 11/18/2009 - 17:21

So it appears that the recording "All agents are busy" cannot be changed. That is the greeting I am looking to change.

David Trad Wed, 11/18/2009 - 17:54

Hi Finalconnect,

So it appears that the recording "All agents are busy" cannot be changed. That is the greeting I am looking to change.

Yes sure it can be changed, i dont think i have used the default one in any installations that i have.

You need to make sure that the file you are using conforms to the Cisco requirements, then you also need to make sure you have the TFTP-SERV details in place and are correct, and you also need to make sure the file is in the right location as well.

Cheers,

David.

MICHAEL JOHNSON Wed, 11/18/2009 - 18:39

your responses were exactly the questions I was originally asking.

What format must the .au sound file be? What sound file (name in flash) is the "All agents are busy" so that I can over-write the file using the exact same name with a replacement sound file such as "your call is important to us, please continue to hold."

My assumption would be that if the sound format is compatible, the .au file could simply be replaced with the necessary recording.

Thanks.

David Trad Wed, 11/18/2009 - 18:52

Hi Again Final,

your responses were exactly the questions I was originally asking.

I should not have glanced over your question, sorry i was just trying to read things quickly :)

Cisco, not just the UC500, is somewhat fussy with how the audio has to be presented, It needs to be mono 8-bit 8-kHz data, this can be  for example, ITU-T A-law or mu-law data format.

I would normal recommend that you convert your files with Audacity which is a free program and is open source, it is very powerfull and get the right settings for you, you can obtain it here: http://audacity.sourceforge.net/download/   

Now before i forget... PLEASEEEEEEEEEEEEEEEEEEEEEE make sure you backup the original file before you copy over it, just incase you need to revert back to the original one, i have seen so many people almost cry because they forgot to do it.

But yes i just usually overright the original one by renaming the new one with the original ones name.

Cheers,

David.

MICHAEL JOHNSON Wed, 11/18/2009 - 18:54

Do you know which .au file is the "all agents are busy" off the top of your head? Yes, I can listen to them all and figure it out, but hoping to save that step.....

Thanks!

David Trad Wed, 11/18/2009 - 18:56

Hi Again,

Yes



en_bacd_allagentsbusy.au

Well that is the one on my system.

Cheers,

David.

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