11-05-2008 03:52 AM - edited 03-13-2019 05:48 PM
Hi,
we have a CME B-ACD configured with an Auto Attendant prompt menu and then two hunt-group options.
The problem we are having is that when calling from certains old analog phones the system doesn't recognize the inputs ("1" or "2"), so the call is not forwarded to any of the hunt-groups and the Auto Attendant prompt menu keeps playing on loop.
Is there any way to configure a default destination when no option is pressed after a defined timeout?
I attach the config.
Thanks,
Isaac.
11-11-2008 11:59 AM
The calls are diverted to an alternate destination in two circumstances
1. The hunt group to which a call has been transferred is unavailable because all members are logged out or in do-not-disturb (DND) mode.
2. The call-queue maximum retry timer has expired.
The alternate destination can be any number at which you can assure call coverage, such as a voice-mail number, a permanently staffed number, or a number that rings an overhead night bell. After a call is diverted to an alternate destination, it is no longer controlled by the B-ACD service. This parameter is set with the param voice-mail command.
The B-ACD call-queue service relinquishes control of a call only when the alternate destination answers the call. If the call cannot be connected, it remains in the queue. If the param max-time-vm-retry command is set to a number higher than one, the call-queue service retries to connect that number of times. If no connection can be made to the alternate destination, the call is disconnected.
For further information click this link.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40bacd.html#wp1012406
11-12-2008 07:37 AM
Hi Oscar,
Thanks for your answer.
But our problem is the call doesn't go to a hunt-group or to a call-queue because the B-ACD don't detect the input when calling from some old analog phones.
We need to define a default destination when no option is pressed in the auto-attendant welcome menu.
I hope you understand the scenario.
Thanks.
11-28-2008 02:00 AM
Hallo Oscar,
when u need calls to be directed to the huntgroup without waiting for the callers input, u need to configure param-drop-through-option, under the the call queing section.
But u will need to change the voice prompt that tells the callers to press a number to reach a call agent with another that has some kind of advertisement.
The voice prompt is to be given a file name "en_bacd_options_menu.au"
Read the "Setting Up Call-Queue and AA Services" section in "Cisco Unified CME B-ACD and Tcl Call- handling applications" .
get the book from this link.
http://www.cisco.com/en/US/docs/voice_ip_comm/cucme/bacd/configuration/guide/40tcl.pdf
check out this configs
application
service queue flash:app-b-acd-2.1.2.2.tcl
param queue-len 10
param aa-hunt1 7597
param aa-hunt2 7598
param queue-manager-debugs 1
param number-of-hunt-grps 2
!
service aa flash:app-b-acd-aa-2.1.2.2.tcl
param number-of-hunt-grps 1
paramspace english index 1
param drop-through-option 1
param handoff-string aa
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 7599
param max-extension-length 3
paramspace english location flash:
param drop-through-prompt _bacd_options_menu.au
param second-greeting-time 1
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param max-time-call-retry 60
param voice-mail 598
param service-name queue
service aa1 flash:app-b-acd-aa-2.1.2.2.tcl
param number-of-hunt-grps 1
paramspace english index 1
param drop-through-option 2
param handoff-string aa1
paramspace english language en
param max-time-vm-retry 2
param aa-pilot 7598
param max-extension-length 3
paramspace english location flash:
param drop-through-prompt _bacd_options_menu.au
param second-greeting-time 1
param welcome-prompt _bacd_welcome.au
param call-retry-timer 15
param max-time-call-retry 120
param voice-mail 598
param service-name queue
since there is no option of choosing huntgroups, u will need to create a second incoming dial-peer for the second huntgroup. in that scenario u will be having 2 pilot numbers each directed to a particular aa service, i.e aa and aa1
Good luck.
Symon
07-15-2010 03:33 AM
Hello.
I am interested in this topic too.
So, is it possible to make default option to the b-acd-aa instance when caller can't make choice?
Thank you.
07-18-2010 04:44 AM
You can check http://www.ciscoscripts.com for my modification that supports that and many more features.
07-18-2010 04:54 AM
Hello.
Thank you for your answer.
I missed one param in official documentation (param menu-timeout). This parameter is that I need.
07-18-2010 02:27 PM
You will find that in many cases customer wants a time schedule too, that default B-ACD/AA doesn't support
.
07-19-2010 12:45 AM
If the customer requires time schedules then you will have to use the
auto attendant service that comes embeded in voicemail module(aim-cue)
regards
symon
On Monday, July 19, 2010, p.bevilacqua
07-26-2010 06:02 AM
If the customer requires time schedules then you will have to use the
auto attendant service that comes embeded in voicemail module(aim-cue)
regards
Incorrect, my modifications to B-ACD do duspport day and time schedules without the need for CUE.
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