Can I bypass the menu number option in BACD script?

[hxmengmetro]

Hi All,

I'm trying to setup the BACD in CME as a backup solution when the connection to main system failed. It seems like the default queue tcl included in the router always give the customer option to push menu number like push 1 to reach .., push 2 to reach... So for us, we only have one hunt group and don't need this menu option. The customer will hear welcome prompt and then will be put into the queue or just go directly to the available agent. Do I have to modify the default TCL script or some commands can do this?

Thanks a lot.

Lou

[Rob Huffman · Accepted solution]

Hi Lou,

I think this config may work for you

Cisco Unified CME B-ACD with Drop-Through Option: Example

The following example sets parameters for an AA service called aa and a call-queue service called callq. The direct-dial number to reach the AA service is 800 555-0100. Callers to this number drop through to the ephone hunt group that has a pilot number of 5071 after hearing the initial prompt from the file en_dt_prompt.au.

dial-peer voice 1000 pots

service aa

port 1/1/0

incoming called-number 8005550100

ephone-hunt 10 sequential

pilot 5071

list 5011, 5012, 5013, 5014, 5015

timeout 10

application

service callq tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd.tcl

  param queue-manager-debugs 1

  param aa-hunt1 5071

  param number-of-hunt-grps 1

  param queue-len 10

service aa tftp://192.168.254.254/user1/CallQ/B-ACD/app-b-acd-aa.tcl

  paramspace english location tftp://192.168.254.254/user1/prompts/

  paramspace english index 0

  paramspace english language en

  param aa-pilot 8005550100

  param number-of-hunt-grps 1

  param service-name callq

  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 5000

  param max-time-vm-retry 2

http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html#wp1003141

Cheers!

Rob

[hxmengmetro]

Thanks a lot. Can I have two different queue and two different drop through aa with two different welcome prompt? If I can't modify the prompt name, it seems like I can't have two different welcome prompt.

Lou

[dksingh]

Yes, you can have multiple queue with diff. drop through aa.

There shd be an example on the same page I sent earlier.

The welcome prompt name is hardcoded in the script so

you can replace it with your own recording as long as you

do not alter the filename.

HTH.

DK

[hxmengmetro]

Thanks DK. So that means the "en_dt_prompt.au" below can't be renamed, right? I know "en_welcome_prompt.au" can't be modified. But I didn't find statement in documentations saying "en_dt_prompt.au" can't be renamed. It seems like en_dt_prompt.au is not default prompt.

param drop-through-prompt _dt_prompt.au

Lou

[dksingh]

Hi Lou,

I take that back...looking at the doc, it seems the restriction for en_welcome_prompt.au

has been lifted...checkout Table 2

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html#wp1012403

en_welcome_prompt.au  Filename can be changed; must match the name specified in the param welcome-prompt command.

It appears that u can also rename bacd_welcome prompt as well as drop through prompt...from the same doc...

The two exceptions to the general filenaming rules are the  welcome-prompt audio file (default is en_bacd_welcome.au) and the  drop-through-option prompt audio file (no default supplied). The  identifying parts of the filenames for these two audio prompts are  specified explicitly during configuration and are completely  user-configurable. These files may use any filenames as long as the  names observe the following conventions:

•The prefix part of the filename must be the same as the language code that is specified in the paramspace language command. For example, en.

•The identifier part of the filename must start with an underscore. For example, _welcome_to_xyz.au.

So its a matter of pointing your application params to correct filenames on the flash.

DK

[hxmengmetro]

Cool!!! Thanks for pointing out! That works.

[dksingh · Accepted solution]

Hi there,

Yes, it can be done by utilizing what is called drop through mode.

Please see:

http://www.cisco.com/en/US/partner/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html#wp1058600

There is an example further down on this page.

HTH,

DK