Cisco Support Community
Showing results for 
Search instead for 
Did you mean: 

Welcome to Cisco Support Community. We would love to have your feedback.

For an introduction to the new site, click here. And see here for current known issues.

New Member

CUCME B-ACD MoH instead of Ringback


we have a simple setup with b-acd and a single call queue in drop through mode.

I'm just wondering if there's an option to modify the behaviour of the script to never present a ringback tone to a customer calling the queue.

i.e. play moh even when agents are available. That's the standard method of some competitors in smb market so customers are asking for it.

I went through the script and the only way seems to modify the script since normal behaviour is to place a caller in the queue only when agents are not available. Modifying the second-greeting-timer does not help here.

I've searched through the discussions and there's some misunderstanding how B-ACD is used.

Here's the simplified setup we are running in our lab for testing:

service aa flash:/app-b-acd-aa-
  paramspace english index 0
  param number-of-hunt-grps 1
  param drop-through-option 1
  param handoff-string aa
  paramspace english language en
  param aa-pilot 2000
  paramspace english location flash:
  param drop-through-prompt
  param max-time-call-retry 600
  param voice-mail 2999
  param service-name queue

service queue flash:/app-b-acd-
  param queue-len 10
  param aa-hunt1 2001
  param queue-manager-debugs 1
  param number-of-hunt-grps 1

dial-peer voice 1 voip
service aa
destination-pattern 2000
session target ipv4:
incoming called-number 2000
dtmf-relay h245-alphanumeric
codec g711ulaw
no vad

ephone-hunt 1 sequential
pilot 2001
list 1001, 1002
timeout 10, 10
statistics collect
callqueue display periodic



Hall of Fame Super Gold

Re: CUCME B-ACD MoH instead of Ringback

I don't think there is any way to do that, because when the script gives the call to the ephone-hunt, and an agent is available, ringback is heard.

And, at script level there is no way to know in advance if there are agents available in the ephone-hunt, beside presenting the call to it.

I often dial to call centers of various types, and my expereince is that is normal to hear one or two ringbacks after MOH and before agent answers. That actually let me know that my call is about to be serviced, switch back to headset from handsfree, etc.

Anyway, if you want to have a custom analysis to see if it is possible to do such a modification on the top of the many I did already, please contact me privately.

New Member

Re: CUCME B-ACD MoH instead of Ringback

Hi Paolo,

I'm thinking of modifying the script to send a call directly into the state of "all agents busy" (and therefore into the queue), wait for a few seconds and try to reach the agents while playing moh.

The reasons behind this seem to be somewhat telephony-culture differences between the US and Germany.

Our customers are trying to circumvent the fact that agents are not reliably logging out and let the calling party never know...

People seem to like hearing moh for hours here but not ringback with no one answering.


Hall of Fame Super Gold

Re: CUCME B-ACD MoH instead of Ringback

Right now, I don't know if your idea could work or not.

But as you pointed out, it's more a matter of efficiency in the workplace.

Maybe auto-logout under ephone-hunt could help.