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New Member

contact center license requirment

Hi,

Our company have 5 different department and each of those have separate reception.

They requested to assign one single pstn number for each reception, with separate IVR and separate call handling.

each 5 departments need only few options via IVR for outside dialer(coming via the PSTN) (no need agents and contact center functions as current requirement)

1.dial by extensions

2.press 1 for xxxx

3.press 2 for xxxx

4. dial by name

5."0" for operator ( reception)

 

can you please clarify me, what type of license required for implement this solution? ( number of agent license, ivr port etc..)

Does ccx IVR included dial by extension as unity call handler?

 

CUCM 8.6

no unity and voicemail function

 

Thanks..

 

8 REPLIES
Hall of Fame Super Silver

CUCM cannot provide IVR

CUCM cannot provide IVR capability such as this, you would need to do this either in voicemail (i.e. Unity Connection) or contact center solution i.e. UCCX or UCCE.

Chris

New Member

Thanks Chris, Please let me

Thanks Chris,

 

Please let me know, what type of license required to implement this solution in contact center (UCCX)

(agent, seat, cti RP, IVR port.. )

does uccx have dial by extension feature?

Thanks.

 

Hall of Fame Super Silver

All you would need is the IP

All you would need is the IP-IVR license or UCCX standard, either one will provide what you are looking for.

Chirs

  Hi.An alternative to what

 

 

Hi.

An alternative to what Chris suggested, could be tcl scripts on voice gateway.

It could do all required  fuctions just working a little with call routing.

It also can add a basic call queuing.

You can start looking at BACD package available on cisco software center.

HTH

Regards

Carlo

 

 

Please rate all helpful posts "The more you help the more you learn"
New Member

hi, Unfortunately my E1

hi all,

 

Can we implement B-ACD on voice gateway to treat extensions on cucm ?

router 2921 with E1 and cucm 8.6

 

thanks

 

 

 

New Member

Hi, Any idea on that. Thanks.

Hi, 

Any idea on that.

 

Thanks.

Hi Frank.Sorry for late

Hi Frank.

Sorry for late replay.

Yes, I've implemented a similar solution in the past.

Here is an example

service aa flash:app-b-acd-aa-2.1.0.0.tcl
  paramspace english index 0
  param number-of-hunt-grps 3
  param handoff-string aa
  param dial-by-extension-option 1   <-- This option for dial by extension
  paramspace english language en
  param max-time-vm-retry 2
  param aa-pilot 3400     <--- this is the application pilot
  paramspace english location flash:/
  param second-greeting-time 60
  param welcome-prompt _bacd_welcome.au
  param call-retry-timer 15
  param voice-mail 200
  param max-time-call-retry 20

 param service-name queue2
 !

service queue2 flash:app-b-acd-3.0.0.2.tcl
  param aa-hunt9 9000   <----- This is the operator
  param aa-hunt2 9100   <----- this is an Hunt Group Defined on CUCM

  param aa-hunt3 9101  <----- this is an Hunt Group Defined on CUCM
  param queue-manager-debugs 1
  param number-of-hunt-grps 3
  param queue-len 30
  param queue-cme-debugs 1

 

dial-peer voice 10 pots

incoming called-number XXXXX3400

service aa

dierct-inward-dial

 

dial-peer voice 100 voip

destination-pattern 9...

session-terget ipv4:10.10.10.10

session protocol sipv2

dtmf-relay rtp-nte

codec g711ulaw

no vad

 

 

As reference on configuring BACD application, you can look at http://www.cisco.com/c/en/us/td/docs/voice_ip_comm/cucme/bacd/configuration/guide/cme40tcl.html

 

HTH

 

Regards

 

Carlo

 

Please rate all helpful posts "The more you help the more you learn"
New Member

Thanks carlo. I will

Thanks carlo.

 

I will implement this and get back to you.

 

Thanks.

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