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New Member

B-ACD Answers But Doesnt Process Call

I am having a problem setting up B-ACD.

When i call the pilot number 1005, the system answers but i get no welcome prompt or MOH. It appears to process the appropriate hunt-group as i can see on the phone that its processing 'ring-out' for an outside line. The hunt group members are a list of PSTN numbers.After a few seconds the call disconnects.

debug voip application script - yields no output to the console. Rather it nearly locks the router up.

show call application sessions - yields no output.

show call application history app-level - gives the following output which indicates to me that its processing the call.

Application name:              aa
URL:                           flash:/bacdprompts/app-b-acd-aa-3.0.0.1.tcl
Total sessions:                19

Application name:              queue
URL:                           flash:/bacdprompts/app-b-acd-3.0.0.1.tcl
Total sessions:                6

I get on the phone UCM DOWN, Features Disabled when i call the script. Then all the phones in the office loose connection to the router and go into a registering state. Eventually recovering.

I need some help figuring out what i've missed.

My Config:

service aa flash:/bacdprompts/app-b-acd-aa-3.0.0.1.tcl
  paramspace english index 1
  param number-of-hunt-grps 1
  param menu-timeout 4
  param drop-through-option 1
  param handoff-string aa
  paramspace english language en
  param max-time-vm-retry 3
  param aa-pilot 1005
  paramspace english location flash:
  param second-greeting-time 60
  param call-retry-timer 15
  param max-time-call-retry 600
  param service-name queuee
exit

service queue flash:/bacdprompts/app-b-acd-3.0.0.1.tcl
  param queue-managerex-debugs 1
  param queue-len 10
  param aa-hunt1 5015
  param number-of-hunt-grps 1
exit


dial-peer voice 2501 voip
service aa
destination-pattern 1005
session target ipv4:10.1.10.10
incoming called-number 1005
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad

18 REPLIES
Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

Which exact IOS are you using ?

New Member

Re: B-ACD Answers But Doesnt Process Call

Cisco IOS Software, 3800 Software (C3825-SPSERVICESK9-M), Version 12.4(22)YB1

I did fix the missing param voice-mail option that i had forgotten and the correct IP for my loopback adapater.

Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

Can you upgrade to YB5 and try again ?

Note it's better to configure "no logging console" in most cases.

New Member

Re: B-ACD Answers But Doesnt Process Call

Sure, I'll give it a run this weekend and see what happens.

New Member

Re: B-ACD Answers But Doesnt Process Call

Check this webpage out it has some great examples of B-ACD configs.

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html

Jason

New Member

Re: B-ACD Answers But Doesnt Process Call

I've gone through this already. Backwards and forwards. Thats how i figured out i was missing the param voice-mail.

Right now im just trying to get this working internally before i connect inbound callers to it.

New Member

Re: B-ACD Answers But Doesnt Process Call

Hello,

Is this a CME router?
Do you have any PSTN connections?
Are there any T1s?
How are users suppose to dial the script?
What are you trying to get your script to do?

I see some possible errors with the script but I can't help fix it unless I know what you're trying to do.

Jason

New Member

Re: B-ACD Answers But Doesnt Process Call

Yes, CME. ->  12.4(22)YB1 / CME 7.1

All Call routing is happening internally at this time.

Im testing the script by calling the aa-pilot number directly.

New Member

Re: B-ACD Answers But Doesnt Process Call

Try this:


application

service queue flash:/bacdprompts/app-b-acd-3.0.0.1.tcl
  param queue-manager-debugs 1
  param aa-hunt1 1005
  param number-of-hunt-grps 1
  param queue-len 10

service aa flash:/bacdprompts/app-b-acd-aa-3.0.0.1.tcl
  paramspace english location flash:/bacdprompts/
  paramspace english index 0
  paramspace english language en
  param aa-pilot 1005
  param number-of-hunt-grps 1
  param service-name queue
  param handoff-string aa
  param second-greeting-time 60
  param drop-through-option 1
  param drop-through-prompt _dt_prompt.au
  param call-retry-timer 15
  param max-time-call-retry 700
  param voice-mail 1005
  param max-time-vm-retry 2

dial-peer voice 1005 voip
service aa
incoming called-number 1005
codec g711u
no vad

ephone-hunt 10 sequential
pilot 1005
list x, y, z
timeout 10

New Member

Re: B-ACD Answers But Doesnt Process Call

I have this working now on my UC500 platform. I'll move it over to the 3800 platform this weekend.

One thing i'd like to have is the system prompt before allowing the hunt group to accept the call. Can this be done?

Example, have the answering hunt-group agent press "*" to accept the call. Otherwise continue hunting.

Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

edit..

No, members don't  have an option to accept the call. They should not be in hunt-group if not willing to take calls.

Say hi to Nick.

New Member

Re: B-ACD Answers But Doesnt Process Call

Hey, Nick and i have been chatting about how you found us!

Im not sure that i follow how to make the acd prompt the accepting agent to "accept" the call.

What im shooting for is to have a queue that hunts PSTN numbers for contacting offsite emergency agents. I need the prompt option to differentiate between a live caller and voicemail.


Ideas?

Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

A custom script

New Member

Re: B-ACD Answers But Doesnt Process Call

You offering your spectacular services again?

I'd image it wouldnt be to difficult to add a loop to the existing script. Something like:

Wait for (10 seconds)

Return to Hunt

Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

It's not so easy!

Phone hunting is not part of the script, it's normally handled by "voice hunt" or "ephone-hunt", on which we have no control to make it behave as you described. So, that part would have to be re-written.

Then, the script must announce someway who is calling (live call).

And perhaps some nice reporting to let admins know who's taking calls off-hours.

It's not my fault if all that spells - custom

New Member

Re: B-ACD Answers But Doesnt Process Call

LOL

Well what do you think it would take to set up something like this?

Hall of Fame Super Gold

Re: B-ACD Answers But Doesnt Process Call

I'm a bit busy now, as my work is becoming popular

Collect the exact requirements and I see what can be done. Note my emails are being rejected by your server!

New Member

Re: B-ACD Answers But Doesnt Process Call

i've made some changes to the firewall that might have fixed the email thing. Give it another go.

I'll put together a spec and send you some details.

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