This document explains the Configuration procedures to enable Basic Automatic Call Distribution (B-ACD) and Auto-Attendant (AA) Services on Cisco Unified Communications Manager Express (CME).
Basic Automatic Call Distribution (B-ACD) and Auto-Attendant (AA) service is available in CME to provide the following functionality:
Automatic answering of outside calls with greetings and menus that allow callers to select the appropriate department or to dial known extension numbers.
Managed call queues for hunt groups that route calls for different menu options.
Cisco Unified Communications Manager Express 8.0
Cisco Unified IP Phones 7975/7970
CME B-ACD & AA Service Configuration
Pilot Number of the Auto-attendant Script
Each AA service has its own AA pilot number that callers dial to reach the AA. This number is specified in the param aa-pilot command.
Router(config-app-param)#param aa-pilot 6000
! -- In this example 6000 is the Auto attendant service Pilot number where callers dial to reach the Auto attendant service.
B-ACD : Basic Automatic Call Distribution
"AA Script" - Automated Attendant on pilot point 6000 and AA service is responsible for playing prompts and digit collection.
When DTMF is collected, this "AA" script hands-off the call to the "ACD" script.
Service AA configuration and Language setting
Router(config-app)#service aa flash:app-b-acd-aa-220.127.116.11.tcl
Router(config-app-param)#paramspace english index 1
! -- We use English language. All prompts will be prefixed with en.
Router(config-app-param)#paramspace english language en
Router(config-app-param)#paramspace english location flash:
! -- defines the locaiton of audio files for IVR
Router(config-app-param)#param service-name queue
Router(config-app-param)#param handoff-string aa
The real file loaded will be <<en_bacd_welcome.au>> since we're using language <<en>>. After this welcome, a hardcoded menu will be played "Press 1 for X, press 2 for Y, ...". This is audio from file _bacd_options_menu.au.
This will be the Destination for caller when he's too long in the queue. The voice-mail pilot number will never be used if the final number is set within the ephone-hunt configuration. since in the final number will most likely be invoked before the max-time-call-retry timer expires.For this reason it's recommended that the final number within the huntgroup is not used unless there is a specific reason to use it.
Router(config-app-param)#param voice-mail 5003
If the number configured for the voice-mail parameter is not responding, then the TCL script will retry every 15 seconds (or whatever the call-retry-timer has been set to).The script will only retry a certain number of times configurable using the following parameter:
4. Configuration for Calls tranferred from CUE AA back to B-ACD
PSTN - - CME - - CUE AA - - Customer presses option on AA that sends them back to CME - - B-ACD - - Hunt Group - - IP Phone.
Basically if the customer uses the number for the B-ACD directly as the option in the CUE AA menu the call ends up hanging (caller hears dead air). The way we got it to work was to have the CUE AA dial out to a DN, that had CFA set to point to the B-ACD. This allowed the dial-peers to match correctly and the call to work.
To reload an application:
Router#call application voice load queue Router#call application voice load aa
Note: You need to reload the script everytime a change is made to the script parameter values.